Frequently Asked Questions
Frequently Asked Questions
Refunds, Returns, and Exchanges
For any reason, if you are not happy with Kiwee products when you receive them, you have the right to return it within 30 days after delivery.
WHAT QUALIFIES FOR A RETURN?
What you purchased or received should be a non-customized product directly from Kiwee.co.
- Please click here to send your return and refund request. Follow the instructions when you receive our return or refund confirmation email. Pack the products carefully in the original packaging to ensure quality assurance during shipment.
- When we receive the products and confirm they are in good condition, we will send you a confirmation email to finish the refund procedure. Your refund should be processed within 72 hours.
- If you received our refund approval email and haven’t received the refund after 14 days, please contact your local bank to check for refund procedure delays. If there is no refund record in your local bank, please email us, and we will help solve the problem!
PLEASE NOTE
- Shipping costs in either direction are not refundable. We will deduct the shipping cost from your refund. You are also expected to pay for the cost of shipping and other fees associated with sending the product back to our warehouse.
- We can only issue refunds to your original payment method.
- Products damaged or defected from your usage or during return transportation are not eligible for refunds. We will contact you via email if this situation arises and the reasons associated with it.
- We recommend using a trackable shipping service when you choose a carrier to return a product. We cannot issue a refund if the product is not received.
SHIPMENT
Where do you ship, and from where?
We ship Kiwee collections directly from two of our warehouses in eastern Asia and ship to major cities in Europe, Asia, and North America. We are currently establishing other warehouses in the EU and America to provide faster shipment and better service. We will update the status once they are complete.
For the moment, we are not able to deliver our collections to the following countries and regions:
North Korea, Brazil, Argentina, Ascension Island, Afghanistan, Angola, Aland Islands, Burkina Faso, Burundi, Bouvet Island, Congo, Democratic Republic, Central African Republic, Congo, Cote D'Ivoire (Ivory Coast), Cameroon, Christmas Island, Western Sahara, Gabon, Ghana, Gambia, Equatorial Guinea, S. Georgia and S. Sandwich Isls., Heard and McDonald Islands, British Indian Ocean Territory, Iran, Liberia, Mali, Myanmar, Niger, Norfolk Island, St. Pierre and Miquelon, Pitcairn, St. Helena, Svalbard & Jan Mayen Islands, Sierra Leone, Somalia, Syria, Togo, Tajikistan, Tokelau, Uganda, US Minor Outlying Islands, Saint Vincent & the Grenadines, Yemen, Mayotte, Rwanda, Chad, South Sudan, Sint Maarten, Madagascar, Christmas Island, Cocos (Keeling) Islands, Cook Islands, Cuba, Faroe Islands, Fiji, French Polynesia, Norfolk Island, North Macedonia, Oman, Pakistan, Peru, Qatar, Russia, Saudi Arabia, Sri Lanka, Syria, Turkmenistan, United Arab Emirates, Uzbekistan, Yemen.
If you live in the countries and regions mentioned above, please write to us here. We will try to find a local consolidator for you to meet your local customs regulations. Expect extra shipping costs.
How much is shipping?
We offer express shipping for all orders. You can view our rates for each parcel at checkout.
The express fee has been raised dramatically by carriers since 2022, so we have to adjust the charge according so.
We charge 25 USD (approximately 25 euros) for small parcels. This policy applies to most of our collections except the City Shuttle series.
We charge 55 USD (approximately 55 euros) for the City Shuttle series as a standard shipping fee because they are packed in large cardboard boxes for quality assurance.
How long are shipping times? When will I receive my order, and how do I track it?
A standard order takes 1-3 business days for preparation and around 7-15 business days for delivery. You should usually get your parcel within 2-4 weeks after you receive your order confirmation email.
We almost exclusively use major express carriers, like DHL, FedEx, UPS, TNT, and SF.
After you receive your order confirmation email, you will receive another delivery confirmation email within a few days. You can check if your order is delivered on your personal page on this site.
Or you can track on the carrier’s official website by inputting your tracking number.
*Please note that 4-weeks delivery time is an estimated time. Exact delivery time varies from country to country. It depends on how your country is covered by those major carriers and your country’s import procedures.
*Please also note that some are things out of our control and may cause delays in some countries or regions, like COVID-19. Thank you for your understanding during this challenging period.
What if a product I ordered is out of stock?
If any product you ordered is in short supply or out of stock (say, you order 2 pieces and only one piece is available), we will pause this order first, then let you know by email that this product is in short supply and when it will be in stock again.
We will update you via email if you order multiple products and several are out of stock.
In both cases, we cannot split the order and cannot deliver it in separate shipments. You can choose from the following 3 options:
- Cancel the order and receive a refund.
- Cancel the order and place a new order, selecting a different product.
- Keep the order and ship the complete order at the next available delivery date.
What if my parcel gets lost during transport?
We apologize for the inconvenience. But don’t worry, please write to us here and let us know your order number, carrier, and tracking number. We will coordinate with the carrier then get back to you with a solution as soon as possible. In most cases, you would get your parcel in a short time.
What if my parcel gets damaged during transportation?
If the packaging is damaged when you receive it, please open it in front of the carrier to check for damage. If so, please claim “delivery damage” to the company directly. In rare circumstances, the package may be in good condition, but the product is still damaged.
In both cases, please write to us here and let us know your order number, carrier, and tracking number. We will find out the reason for it and get back to you with a solution.
WARRANTY
What is your warranty policy?
We offer a standard two-year warranty on all of the collections listed on our website, normal wear for original owners only.
The warranty starts from the date that you receive the order confirmation email. We take full responsibility for any deformations due to defects in our design or quality during this period.
Please fill out the form here, and we will take action from there. We usually respond within 72 hours and will either have it repaired or replace a new one for you, free of charge.
*Please note that we can only offer limited help if your product is damaged by pets (or kids) during the warranty period. However, if the product is damaged after the warranty period, please also feel free to send the reference picture to us here and our post-sales team will try their best to help out. You would be responsible for all shipping costs.
*Please note that this warranty terms ONLY apply on orders that are placed on this website. Please remember to send us your order confirmation email. If you buy a Kiwee product through other channels, please contact them for post-sales issues. Please let us know here if you need more assistance on that.
The warranty does not cover items purchased from unauthorized resellers or individuals.
*Please also note that Kiwee is not liable for damage to anything you store in our bags, including but not limited to laptops, cameras, etc. Kiwee is not responsible for bodily injuries that might occur as a result of using our products.
TAX
How much do I pay for tax?
We ship worldwide, and the answer to this question varies.
In general, the payment amount and procedure for customs, duty fees, value-added taxes, and possible other import fees depend on your shipment destination’s local import laws and regulations. In most countries and regions, all or at least some of these charges are meant to be paid upon delivery. We are unable to forecast accurately and determine the exact cost during checkout on our site. You may need to pay all or some of these charges when you receive your order. In this case, you will be notified on the checkout page.
For some countries, these fees will be pre-collected and will be added to your order at checkout.
*Please note that we are not responsible for any customs, duties, value-added taxes and import fees associated with your order. And any of these fees mentioned above are not included in the price of our products.
*Please also note that you must pay import fees for the shipment to clear customs. Even if you want to return and refund the product before you receive it at home, you still need to pay those fees first. Otherwise, the product will be abandoned at the customs, and we will not proceed with your refund request.
ORDER ISSUES
How to modify my order?
Once you place an order, meaning you have received the order confirmation email, you cannot modify it. If you want to change anything in the order, please cancel the order within 24 hours and place a new order.
What if I want to cancel the order altogether?
To speed up delivery times, we prepare and ship the parcel 1-3 days after receiving your confirmation email. We strive to ship orders within 24 hours on weekdays. Therefore, we only accept cancelation within 24 hours after sending your confirmation email. To cancel your order, please reply to your order confirmation email or write to us here as soon as you change your mind.
If you want to cancel the order more than 24 hours after receiving the order confirmation email, please write to us here, and let us know your order number. If we find out that the order has not been shipped, we will cancel the order for you and issue a refund. If the parcel is in transit, we have to start the return and refund procedures.
Further, please keep it in mind that we ship worldwide from Asia. We pride ourselves on working efficiently but cannot guarantee that your request will be handled outside regular working hours. Please think through before your purchase.
What if I want to modify my consignee info, say my address after placing my order?
If the order hasn’t been shipped, it’s relatively straightforward. Please modify it directly in the order page on our website.
If the order has been shipped, your order cannot be modified on our site. Please contact the carrier as soon as possible. Incorrect consignee info could lead to an unsuccessful delivery and might include extra fees. Typically they will assist you in modifying your consignee info manually.
Please contact the carrier directly if you are on vacation or on leave and require a hold on the delivery.
Can I backorder if the product is not in stock?
Unfortunately, we don’t support backorders at the moment. If you really like a specific product and it happens to be out of stock, please write to us here and we will let you know once it is in stock again.
What payment methods can I use?
We accept major credit cards and many other payment methods, though some have regional limitations. You can choose your preferred payment method at checkout.
PRODUCT QUESTIONS
Which size will fit me? Is there a size preference for the Kiwee collection?
Most Kiwee products are of average size and suitable for everyone. If there is a size difference in bags, it is primarily for fitting laptops in different sizes.
Could you provide some information about the certification for your products and the materials you use?
Our products are certified with the "Global Recycled Standard" (GRS). This certification ensures that we use sustainable materials, including recycled microfiber and polyester fiber from PET plastic, along with other eco-friendly materials such as cotton, hemp, and recycled leather sourced from leather scraps. GRS certification reflects our commitment to environmental responsibility and the use of recycled materials in our products.
Why did you choose to use GRS-certified materials in your products?
We opted for GRS-certified materials because they align with our commitment to sustainability and environmental responsibility. GRS ensures that our products are made from recycled materials, reducing our carbon footprint and supporting a circular economy.
Do you have plans to expand your range of sustainable products or materials in the future?
Absolutely! We are continually exploring new sustainable materials and product innovations to expand our range of eco-friendly offerings in the future. Sustainability is at the core of our business strategy.
GENERAL QUESTIONS
I have a coupon. Can I use it together with a discounted product on the site?
No. Any discount codes, coupons, or other promotions cannot be stacked during purchase.
All discount codes or coupons can only be used once. Only one promotion code is permitted per checkout.
Discounted products on our site will be clearly marked and show the applicable discount and time period.
How do I use my coupon?
Please input the promotion code at checkout.
How do I unsubscribe from the email list?
Please click the "unsubscribe" button at the end of any of our previously received emails.
How can I distribute or wholesale your brand in my country/region? Do you offer customization services? row
We have different policies in different countries and are open to discussing new opportunities. Please fill out the business inquiry sheet here and our sales team will try to get back to you within 48 hours.