FAQ

PROCESSING TIME

What is it?
Processing time refers to the number of business days that we may take to process your order, meaning: payment and address verification, send request to warehouse for product sorting and/or product printing, packaging and shipping label printing.

How long does it take?

Usually it takes us 1-3 business days depending on current demand. In some cases it can takes us up to 6 days when the order is placed close or during holiday season, and when we experience a high demand.

After processing, has my order been shipped?

In some cases YES, after we process your order it means that the order has been shipped. Nevertheless, in other cases your order may be ready for shipping, but the carrier company is scheduled to pick the items the next business day.

SHIPPING 

Do you ship worldwide?
Yes, we ship to all countries.
 
Where do you ship from?
We are partner with several warehouses in Asia and Europe, and USA, depending on the item you order, we'll ship it from the closest warehouse depending on our stock.
How long does shipping take?

It really depends on where are you located but here is a good ETA after your order has been shipped:

🇺🇸 USA: 12-21 days

🇨🇦 Canada, 🇬🇧 United Kingdom, and 🇦🇺 Australia: 16-26 days

🇯🇵 Japan: 18-26 days

🇮🇹 Italy, 🇪🇸 Spain, 🇫🇷 France: 20-28 days

🇳🇴Norway, 🇳🇱 Netherlands, 🇸🇪 Sweden: 20-25 days

🇧🇷 Brazil, 🇲🇽 Mexico, 🇦🇷 Argentina, 🇨🇱 Chile: 30-50 days

🇹🇭 Thailand: 14-24 days

🇲🇾 MALAYSIA: 18-30 days

Rest of the world: 27-39 days

 How much does shipping cost?

Here is the good news, shipping is very inexpensive in our store, it's $2.95 or FREE worldwide shipping on orders over $50. If it is international standard shipping it is $3.50.
*We offer same day processing time in both cases for an extra fee.
In some occasions we would run a FREE item promotion, in those cases the customer would cover the shipping cost depending on the number of items in the cart and the shipping address, shipping fees will be calculated at checkout.

Ordering Multiple Items 

If I order multiple items would thy come together?

If you are ordering multi items of the same product, Yes they will arrive together.
On the other hand if you order different products, it is very likely that they will arrive separately.
They are two main reasons why:

  1. We work with different manufacturers and warehouses so many items are in store and produce in different locations.
  2. We want to avoid any custom fee that your country may charge when you purchase orders valued on more than certain amount

Tracking My Order 

How can I track my order?

When your oder was shipped you should have received an email with your tracking code. 90% of our orders have tracking info. You can track your packages items directly from that email. If you have not received it. Please contact us at info@kiclos.com

 My tracking information is empty or it says "tracking does not exist"

Please allow 3-4 days after receiving the email notification with your tracking code for any tracking history to appear. If after 4 days of receiving the shipping notification no tracking info is available please contact us at info@kiclos.com we'll take a look at your order and reply to you ASAP.

 My order says "delivered" but I haven't received my items

Please contact us ASAP at info@kiclos.com

It's been many days and my order has not been delivered

Please refer to the question "How long does shipping take?" to see if your order is still within the delivery time frame. If that time has passed, please contact us ASAP at info@kiclos.com

 

Returns & Refunds 

What is your return policy?

We focus primarily in customer satisfaction so we accept returns request within 5 days from the date your order was delivered.
The reasons may include:

  • You are not satisfy with the item
  • You receive the wrong product, size, color, etc
  • The product was deliver damaged or with malfunctions

If the product was delivered damaged, you received the wrong size, or the size do not match the one display on the product description PLEASE include pictures as proof.

Returns must be received in new condition and in original package; unused, unworn, unwashed. Customers are responsible for all return shipping charges.

Final Sale items cannot be returned, refunded but only exchanged. Gift cards cannot be returned or refunded.

 How do I request a refund?

Simply send us a email at info@kiclos.com explaining the reason of the request and we we'll provide you with further instructions.

When would I receive my refund?

After we have provided you with instruction for the return of the items. We'll process the refund within 1-2 business days after we received the item/s back.

Do I have to pay for shipping when returning an order or an item?

Yes, you are responsible for shipping charges when returning an order.

 Where should I ship the item back to?

Please contact us at: info@kiclos.com

 

Changing My Order

I made a mistake, can I change my order?

Yes you can, if your order has not yet been processed you can change the address, the items and or sizes. Please contact us ASAP at info@kiclos.com

 

PayPal Orders 

I haven't received my order, should I open a claim with PayPal?

Please, DO NOT open a claim with PayPal until you contact us. We would appreciate if you first contact us directly at info@kiclos.com we will solve any problems your order may have.

Can I pay with PayPal?

Yes, we accept all main Credit Cards and also PayPal.