Frequently Asked Questions

1) What should I do if I have a warranty claim?

Please contact us if you have specific questions about warranty claims. When you call, you may be asked for: - order number - fullname - physical address - daytime phone number - email address - reason for the return. Please note that we do not accept COD shipments. If you are sent a prepaid return label, please be sure to return your garment to us using that label. Returns sent by any other method may result in additional shipping charges and such charges are non-refundable. Once your returned garment arrives at our facility, please allow four to four (4) weeks for us to process the return.

2) Can I ship my order to someone else?

Yes!
Orders can be shipped to a different address than the billing address. After you enter your billing address during checkout, you'll have the option to enter a shipping address.

3) How do I track my order?

When an order is shipped, we'll update your account to show the tracking number.

Additionally, we'll send you an email with your tracking information. Using the tracking number provided, you can follow the path of your order from our location to your destination.

4) What can I do if I think one of your product descriptions is wrong?

Whether you've already purchased a product from us or are just browsing, please contact us if a product description or photo is confusing or doesn't look right.

5) How do I return items that I purchased on kiombo.com?

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6) How do I know when my order ships?

On the day that your order ships, you'll receive an email confirmation with the tracking number.

7) How is my order shipped?

Orders are shipped via registered mail through the Portuguese postal service on business days, excluding Portuguese public holidays. This shipping method has a tracking number so we can investigate the whereabouts of a parcel in the event that it is not delivered within the time prescribed by law (30 days). Any orders placed on Saturday or Sunday will be shipped the following Monday.

8) How long is the legal guarantee?

Under EU rules, the customer has the right to a minimum 2-year guarantee at no cost. We warrant that during this period, the product will be free from defects in materials and workmanship. Our responsibility for defective goods is limited to replacement or refund. The warranty covers manufacturing defects in materials and workmanship, but it does not cover normal wear and tear. Wear and tear is damage that naturally and inevitably occurs as a result of normal use. Regardless of how carefully you use, or how well you care for your Kiombo product, it will eventually begin to show age and wear. Returns or exchanges of non-defective merchandise are available only on items purchased from kiombo.com

9) Do you ship to international locations?

Yes! For shipments outside the European Union, order may be subject to import duties and taxes which are levied once the package reaches the destination country. Any charges for customs clearance, import duties or local taxes are to be borne by the customer. We do not take any responsibility for these costs.

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