Shipping and Returns Policy
Order processing
We pride ourselves on our ability to quickly process all orders that are placed on our site. As such, we promise to process your order within 12 hours.
Your order is then sent to our warehouse, which prepares it for delivery. Preparation for delivery 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 time frame.
A large majority of in-stock items are processed and/or shipped within 12 hours, it is imperative that you contact us within this time frame, so that we can attempt to cancel your order before it is processed and/or shipped.
No request to cancel your order can be taken into account 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 specify any changes. This 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...).
In these latter cases, these packages can be returned to us, but not systematically.
If your order is returned to sender, we will offer you a refund of your order less the actual shipping costs or we will offer you a reshipment, at your choice.
You are not eligible for reshipment or refund of your order until your package has been received by the sender.
Deliveries
Deliveries are made by a carrier independent of Kimelou to arrive in the destination country and then the package is sent to La Poste. Delivery generally takes two weeks. However, During periods of high activity, the delay may be extended.
You can track the progress of your order in the Track my order section, by entering the order number and the email address used when ordering.
Returns & Exchanges
Returns due to damaged package
We are really sorry! Please contact 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
- 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 make our product descriptions as detailed as possible so that you don't encounter any surprises when you receive our products. We want our customers to know exactly what they are ordering.
If you wish to exchange a product because the size or color does not suit you, we can exchange it for a different size free of charge. However, the delivery costs are your responsibility.
Exchanges are only available for the same size and/or color of the same style. Exchange for a different product is strictly not permitted.
If for any reason you are not satisfied, you can contact us via the contact form .
Return Process
-
Each return request must be accompanied by a return form .
-
Please fill out this form as accurately as possible and send your item along with this form to the return address we will provide to you by email.
-
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 2-7 weeks to reach you.
Warning :
If you are shipping items over $50, we strongly suggest you return the product to us with a tracking number.
Refund
By default, the reimbursement method is credit.
If you wish to receive a refund on the payment method used for your purchase, you must notify us on the return form.
By default, a 20% inspection, warehouse and handling fee will apply to the product. Return shipping costs remain your responsibility.
Orders that are exchanged or items returned/exchanged due to manufacturer defect will not incur this restocking fee. The fee will be applied to the original order and the 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?
Typically, refunds can take up to two weeks to process. All refunds must be verified for authenticity and must be submitted to our accounting department for processing.
Late or missing refunds
- Check your bank account
- Contact your bank
- Processing time usually takes 3-5 business days
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@kimelou.com