Shipping and Returns Policy
Order processing
We pride ourselves on our ability to quickly process all orders placed on our website. We therefore guarantee to process your order within 12 hours.
Your order is then sent to our warehouse, which prepares it for delivery. Delivery preparation takes a maximum of 72 hours.
Order Cancellation Policy
Most orders are processed within 12 hours. If you wish to cancel your order for any reason, please email us at contact@kimelou.com within this timeframe.
A large majority of items in stock are processed and/or shipped within 12 hours; it is imperative that you contact us during this period so that we can attempt to cancel your order before it is processed and/or shipped.
No request to cancel your order can be considered if it has already been processed.
Address error
It is your responsibility to verify the accuracy of this address and to contact us promptly to inform us of any changes. These changes can only be made if your order has not yet been processed.
We cannot be held responsible for incorrect shipping information . We are also not responsible for refused or undeliverable orders (inaccessible addresses, incomplete addresses, etc.).
In these latter cases, these packages can be returned to us, but not systematically.
If your order is returned to the sender, we will offer you a refund of your order less the actual delivery costs, or we will offer to reship it, according to your choice.
You are not eligible for reshipment or a refund of your order until your package has been received by the sender.
Deliveries
Deliveries are made by a carrier independent of Kimelou to reach the destination country, and then the package is handed over to the postal service. Delivery usually takes two weeks. However, During periods of high activity, the delay may be longer.
You can track the progress of your order in the Track my order section, by entering the order number and the email address you used when placing the order.
Returns & Exchanges
Returns due to damaged package
We are so sorry! Please tell us
To return a damaged product, you can contact us via the contact form or send an email to contact@kimelou.com with the following details:
- Your order number
- A description of the problem (e.g., wrong/defective item)
- A photo or a video
The product will then be exchanged as soon as possible if it proves to be defective.
Other returns and exchanges
At Kimelou , we do our best to ensure our product descriptions are as detailed as possible so you won't encounter any surprises when you receive your order. We want our customers to know exactly what they're ordering.
If you wish to exchange a product because the size or color is not suitable, we can exchange it for a different size free of charge. However, you will be responsible for the shipping costs.
Exchanges are only available for the same size and/or color. Exchanges for a different product are strictly prohibited.
If for any reason you are not satisfied, you can contact us via the contact form .
Return process
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Each return request must be accompanied by a return form .
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Please fill out this form as accurately as possible and send your item along with this form to the return address that we will provide by email.
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For any questions or concerns, please email us at contact@kimelou.com
The customer is responsible for paying their own shipping costs for returning an item.
Depending on your country of origin, your exchanged item may take 2 to 7 weeks to reach you.
Warning :
If you are shipping items worth more than €50, we strongly suggest that you return the product with a tracking number.
Refund
By default, the refund method is credit note.
If you wish to receive a refund to the payment method used for your purchase, you must notify us on the return form.
Orders that are exchanged or items returned/exchanged due to manufacturer defects are not subject to these restocking fees. The fees will be applied to the original order, and the remaining balance will be refunded.
Only the final price paid (after any discount) will be refunded.
Discount codes or vouchers cannot be reissued and are non-refundable.
How long does it take to get a refund?
Refunds can generally take up to two weeks to process. All refunds must be verified for authenticity and submitted to our accounting department for processing.
Late or missing reimbursements
- Check your bank account
- Contact your bank
- Processing time generally takes 3 to 5 business days
If you have done all of this and you still have not received your refund, please contact us at contact@kimelou.com