Shipping & Returns
RETURNS
REFUNDS, RETURNS & 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!
RETURN SHIPPING COSTS
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 FROM?
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 WILL IT TAKE TO GET MY PACKAGE?
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.
HOW DO I TRACK MY ORDER?
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.
WHAT IF A PARCEL 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 SHIPPING?
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 SHIPPING?
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.