Refund policy
SHIPPING AND RETURNS
IN WHICH COUNTRIES IS KITO KIDS SHIPPED?
We currently ship throughout Europe
CUSTOMS
If your country is subject to customs, please anticipate paying customs fees in advance so that your package is not blocked upon arrival. Kito Kids does not cover customs fees incurred for returned items, so any package requiring payment upon arrival will be refused and returned to the sender.
Order tracking
If your order arrives later than expected, it could be the result of a delay in availability for the item in question.
The lead times communicated to us by our suppliers can vary from 2 to 12 weeks.
These are listed in the product details and generally concern:
Items that are handmade by artisans
Items that are part of a limited series
Items that are currently out of stock but will be restocked soon
Items that are specially made to order.
Your entire order will be shipped as soon as all the products in your order are available, if you chose this option when paying for your order.
TO CHECK YOUR ORDER:
Log in to your Kito Kids account using your email address and password
Once logged into "My account", go to "My orders"
Click on the order in question. All shipping details will be listed with your order.
IMPORTANT:
It is possible that some of our suppliers have a delay in delivering their goods or can no longer fulfill an order for a variety of reasons: a change in production, a craftsman working alone, a delivery problem... Unfortunately, we are not always immediately informed of these incidents and they cannot always be avoided. In such cases, we do our utmost to inform you by email of any possible delay on your orders and thank you for your patience.
Or your order is currently in customs in your country, which may cause delays in which Kito Kids cannot intervene.
HOW TO EXCHANGE OR RETURN AN ITEM?
If you wish to exchange or return an item from your order, you must inform us within 14 days by email. We recommend sending an email to contact@kitokids.com. To register your request. Please note that we can only accept returns if the items are new, unused, and clean, and all tags must be attached. All standard Europa returns or exchanges are at the customer's expense.
Of course, if you receive the wrong item or if it is defective or damaged, please contact us so that we can find the best solution to assist you. We will arrange the return of this item at Kito Kids' expense.
WHEN WILL I RECEIVE MY REFUND?
Once we have received your return, it may take a few days to process the return. You will receive a confirmation email of our return. Refunds are made in the same currency as the purchase.
Adding a product
Once you have settled and finalized your order, it is forwarded to our logistics team for processing so that it can be shipped and delivered to you as soon as possible. Therefore, once the order is finalized, we cannot add to or modify it. Instead, we gladly invite you to place a new order for any other item you wish to purchase.
Cancel the order
Once your payment is accepted, your order is forwarded to our logistics team for processing so that your order can be shipped as soon as possible. Once your order is validated, it cannot be canceled. For this reason, we offer you the following solution: you have 14 working days to return your order from the date you receive it. Note that the return or exchange of an item is entirely at the customer's expense.
I want to change my delivery address.
Once you have settled and finalized your order, it is forwarded to our logistics team for processing so that it can be shipped and delivered to you as soon as possible. Therefore, we are unable to change your delivery address.
Therefore, if you are unable to retrieve your order, it will be returned to the sender. Our customer service team will then contact you to arrange the reshipment of your order to the correct address.
Defective/broken product
If, despite all our efforts to carefully prepare your order, it arrives damaged and you wish to return the item, please accept our sincere apologies.
To help you in this matter, please contact our customer service team and send a minimum of three photos of the product you received.
Incorrect product received
If, despite all our efforts to carefully prepare your order, you accidentally receive the wrong item, please accept our sincere apologies.
To assist you in this matter, please contact our customer service team. We will respond to you as soon as possible.