Shipping Return FAQs

 

ORDERS

#Q1 - CAN I CONTACT YOU OR CAN I CALL YOU FROM OVERSEAS?
Yes, you might simply contact us for your client service requests or email us.

Where does my order ship from?
Our main fulfillment center is located in China. Majority of our clothes are shipped from our fulfillment center. Some of the designers we work with might ship the products directly from their own warehouses which locate across North America and Europe.

#Q2 - HOW DO I PAY? 
You can either pay using your credit card, bank account (where available), or PayPal account. On the payment information screen, there will be 2 options for payment processing. You can either choose to login with an existing PayPal account, or you can click the link, which allows you to use your credit card or bank account (where available). 
Please note that, while our site offers the option to pay using a PayPal account, it's not necessary to have a PayPal account in order for our site to process your order. As our authorized payment processor, PayPal simply provides the mechanism to process payments. PayPal's payment process is completely transparent to the online shopper; purchasing items with a credit card via PayPal is just like any other online credit card transaction. PayPal accepts credit cards from the major credit card companies: Paypal, Visa, MasterCard, American Express and Discover, Maestro, Diners Club, etc.

 

#Q3 - WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We currently may accept Paypal, Visa, MasterCard, American Express and Discover.

 

#Q4 - IS IT SAFE TO USE MY CREDIT CARD ONLINE AT YOUR SECURE CHECKOUT ? 
Yes. Kimlud processes its online payments through secure servers. For more information about our security and privacy policies, please refer to our Privacy Policy. The security of your information is very important to us. All transactions are made through a Secure Socket Layer (SSL) protocol to protect the security of your online order information. SSL technology encrypts your order information to protect it from being decoded by anyone who shouldn't, so your order is completely secure.

 

#Q5 - HOW DO I PLACE AN ORDER?
You place an order by using Paypal Express Checkout. You could place an order by using our secure shopping cart. Simply place the items that you wish to order into your shopping cart and then proceed through the checkout process.
It's absolutely safe to place an order online! We use the safest credit card processing system on the internet. All information about your order is encrypted, and cannot be viewed by anyone else. Ordering online using this state-of-the-art processing system is actually safe

 

#Q6 - WHAT NAME WILL SHOW UP ON MY CREDIT CARD STATEMENT?
Your credit card statement will show a charge from kimlud.

 

#Q7 - HOW DO I CHECK MY ORDER CONFIRMATION & THE STATUS OF MY ORDER?
For the order confirmation, you will receive an email with the tracking number as soon as your order is shipped. You can also easily check the status of your order by logging into your account and checking your order history page.
Our designers will ship your items directly to you from around the world so please know shipping times vary depending upon the product. As always,if you have any questions about your order, our customer service is standing by to assist you.

 

#Q8 - IS THERE A SALES TAX CHARGE OR AN INTERNATIONAL DUTIES CHARGE? 
No. At Kimlud we don't charge sales tax during checkout. For international orders, some countries may require duties and taxes.
  • For "Delivery Duties Paid" destinations, as a the recipient, you are liable for all import duties, customs and local sales taxes levied by the country into which you are shipping. It will be necessary for you to pay all fees to release your order from customs on arrival.
  • While for "Delivery Duties Unpaid" destinations will not require you to pay taxes and duties at the delivery time.

 

#Q9 - CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED? 
Please contact us as soon as possible. We will do our best to modify or cancel your order, in the first 24 hours, after your order placement, and before it is shipped.

 

SHIPPING

#Q10 - DO YOU OFFER FREE SHIPPING?
We offer 1 flat shipping rates: US $11.95 for all destinations including domestic shipping inside your country and for international shipping from outside your country; you pay one rate for one order, no matter where your package is coming from.
We offer a "FREE Shipping" on any order over US $150.

 

#Q11 - HOW DOES WE SHIP PRODUCTS? 
As of today we can only offer standard shipping that takes approximately 5 - 7 days to be delivered. Since we are currently working with multiple different designer brands, the handling time varies depending on brand that you ordered and it may take about 5 - 7 business days depend where the product is shipped from. If your items handling time is longer than 7 days - we may upgrade your shipping option. If you need your item sooner than that, please contact us prior placing an order.
If your order contains several items from various designer brands, its is possible that it will be delivered in multiple packages without any additional shipping charge for you.
Our designer brands ship with their carriers of choice. If you have a question about a specific item, please contact us. Also delivery details can be found by logging into your account and viewing your order history.

 

#Q12 - DO YOU SHIP TO APO/FPO OR PO BOXES?
We apologize that we currently do not ship to APO/FPO or PO Boxes.  Email us please to make arrangement for a safe shipping. 

 

#Q13 - WHERE DO YOU SHIP? DOES KIMLUD SHIP TO INTERNATIONAL DESTINATIONS?
Currently, we ship anywhere within Europe and North America.
Yes we also do ship Worldwide to most of the international destinations. If your country is not on our list, please email us before you place any order to make sure we could ship to your place, because some items may only be available for delivery to certain countries.
Our main fulfillment designers are located everywhere around the world. Majority of our clothes and fashion products are shipped from those fulfillment designer brans around the world. Some of the designers we work with might ship the products directly from their own warehouses which locate across North America and Europe.

#Q14 HOW LONG DOES IT TAKE TO RECEIVE MY ORDER? 
Shipping times will vary depending on the item. Items may take 5 to 10 business days to arrive once shipped.

 

RETURNS & EXCHANGES

#Q15 - CAN I RETURN MY PURCHASE?
Please carefully read our REFUND POLICY for more details.
Our return policies are clear and simple:
 The item is in its original unworn condition
 The original packing slip is included - we require a receipt or proof of purchase
 The item should be securely packed in the original box and insured for full value
 Any Special orders, anything that has been altered and Sale Items are all FINAL SALES.
 We don't take back earrings. 
We want you to love what you ordered. But if something isn't right, let us know. You can return or exchange any item in its original condition within 14 days of the delivery date for a refund or an exchange.

 

#Q16 - HOW DO I RETURN AN ITEM?
To return an item, please submit a return request via our online form. Please, include your order number. We will review your request and issue you a return shipping label via email. All items must arrive unused and in the original packaging.

 

#Q17 - IS THERE A FEE FOR RETURNS?  
If you refuse any shipment from Kimlud.com, you will be held responsible for the original shipping charges we pay for you. This amount will be deducted from your merchandise refund or exchange. 
You will be responsible for paying for your own shipping costs for returning your item. Your shipping fees are non-refundable.

 

#Q18 - CAN I EXCHANGE AN ITEM?
Given the unique nature of our handmade jewelry, an exchange may not always be possible. Please contact us to arrange this. We only allow one-time limitation return or exchange on each order.
If you refuse any shipment from Kimlud.com, you will be held responsible for the original shipping charges we pay for you.  This amount will be deducted from your merchandise exchange. 
You will be responsible for paying for your own shipping costs for returning your item. Your shipping fees are non-refundable. Please carefully read our REFUND POLICY for more details.

 

#Q19 - WHAT IF THE ITEM I RECEIVE IS DAMAGED?
If an item arrives damaged, please notify us by emailing Us. We'll do all we can to remedy the situation. Given the limited quantities of many of our jewelry items, an exchange may not always be possible.

 

#Q20 - WHEN WILL I RECEIVE CREDIT FOR A RETURNED ITEM?
Once we have received and processed your returned item, it may take up to seven business days for your credit card or Paypal account to be credited.

 

#Q21 - WHY IF I DID NOT FIND THE ANSWER TO MY QUESTION ABOVE? Feel free to email Us and we'll answer all your questions!
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