Giant Elephant Plush

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:

When will I receive my order?

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

It then takes between 7 and 10 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.

Our average delivery times are 7-10 business days. Some packages may take a little longer than this.

However, if you still have not received your package after 30 working days after ordering, then we will refund you in full and you can keep the item when you receive it.

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, usually within 12 hours.

For this reason, you have 12 hours after ordering to send a cancellation or modification email to contact@kimelou.com

Beyond this time your items will have already been shipped, so we will 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

You will not need to return the product and we will refund the amount of your order directly in the form of a voucher (if you want another form of refund, please let us know).

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.