AQUABABY play mat

Any questions?

Do you have any questions? Our customer service is at your disposal and will answer you as soon as possible.

Do not hesitate to contact us at contact@kimelou.com .

Here are the questions you often ask us:

I have not received any response from you despite several emails and reminders.

We systematically commit to providing you with a response within 12 hours. If you have ever contacted us and you do not get any response from us, then it is possible that our response has been filtered by your email or is in spam. Remember to check your spam, or to send us a new message directly to contact@kimelou .com.

When will I receive my order?

Orders are generally shipped from our warehouses within 3 business days.

It then takes between 10 and 14 working days for your item to arrive at your home.

During busy periods, it may take up to 6 days before shipping. Our packages are sent by La Poste, we do not work with relay points.

My order is not complete

Since we have different storage locations and work with different manufacturers, you may receive your products in different packages. So don't worry if you don't receive everything at the same time.

Some packages may take a little longer than this.

Contact us at contact@kimelou.com to report an item not received.

Can I cancel or change my order?

We process the orders you place quickly.

For this reason, please send us an email promptly to request the cancellation or modification of your order at contact@kimelou.com

If your order has been processed, we will therefore not be able to modify your order.

The item I received is broken/defective?

Despite our careful selection of trusted carriers, your package may arrive damaged.

In this case or in the case of a design defect, contact us at contact@kimelou.com with the following details:

1. Your order number

2. Description of the problem (wrong/defective item, ...)

3. A photo or a video

We will proceed with the exchange according to our exchange policy .

What payment methods do you accept?

We accept the following payment methods on our website: Visa, American Express, Mastercard, Debit Cards, PayPal and Bank Cards.

Is my information secure?

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.

Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.