Frequently Asked Questions
Everything you need to know.
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 orderwithin 24 hoursand place a new order.
HOW DO I CANCEL MY ORDER?
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.
HOW DO I CHANGE MY SHIPPING ADDRESS
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 ushereand we will let you know once it is in stock again.
WHAT PAYMENT METHODS DO YOU ACCEPT?
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
WHAT SIZE WILL FIT ME?
Our 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.
ARE YOUR PRODUCTS CERTIFIED, AND WHAT MATERIALS DO YOU USE IN THEM?
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 DO YOU USE GSR CERTIFIED MATERIALS?
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.
WILL YOU EXPAND YOUR PRODUCT RANGE 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
CAN I STACK MY COUPONS?
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 YOUR 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?
We have different policies in different countries and are open to discussing new opportunities. Please fill out the business inquiry sheet hereand our sales team will try to get back to you within 48 hours.
Got More Questions?
Our Kiwee support team is here to help you find the perfect bag for your journey and assist you every step of the way. Reach out to us anytime.