Q&A
ACCOUNT RELATED
Q: Should I create an account before making a purchase?
A: For the best KWW experience, we recommend that you sign up for a free account here.
Q: I forgot my password, how do I reset it?
A: To reset your password, click “Forgot password” on the sign-in page. You'll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team.
PAYMENT ISSUES
Q: Are my details safe when ordering online with KWW?
A: KWW takes your shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
We're always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!
Q: Which payment methods do you accept?
A: We accept the following forms of payment:
DELIVERY
Q: How long will the goods be delivered after the order is placed
A: 5-10 working days
Q: Can I cancel or change my order?
A: Your order can be canceled/changed before it is shipped. Once your order has been shipped, you will receive a shipping information email. In this case, you may simply return any unwanted items by following our Return Instructions after you receive them within 30 days of delivery.
For expedited assistance, please contact our Customer Care Team via Livechat within 3 hours after the order was placed.
Q: If my order is delayed, what should I do?
A: If you didn’t receive your package within the time frame of the shipping method you selected, please feel free to contact our Customer Care Team. We'll be more than happy to help!
Q: Can I have my order redirected to a different address? (shipped)
A: Please note that once your order has been shipped and is in transit, we will not be able to update the shipping address.
If the original address is valid, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you.
If the original address is invalid, your package will be undeliverable and returned to our warehouse. You can contact our Customer Care Team with the order number. We'll be more than happy to help!
About returns
Q: What items can't be returned?
A:Are marked as a flash sale, final sale & special sale are not eligible for returns or exchanges unless there is a quality issue.
Q: I've received a damaged or defective item. What should I do?
A:We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.
In case you receive a damaged or defective item, please get in touch with us and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number/Product code (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
Q: I received the wrong item. What should I do?
A: We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right! In case you receive the wrong item, please get in touch with us and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
Q: What should I do if my package is missing an item?
A: If you've received a package with an item missing, it's most likely one of two things:
1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.
2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team so we can look into this for you as quickly as possible.
Q: Where should I send my returns?
A: Once you submit your request for a return, we will send you the return address. Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.
Q: When can I expect my refund?
A: To ensure that we can process your refund quickly, please ensure you follow the instructions closely and provide all of the required information. Once we receive the return package and determine that it's eligible for a refund, you can refer to the following chart for an estimated timeframe on when to expect to receive your refund:
Q: Should I create an account before making a purchase?
A: For the best KWW experience, we recommend that you sign up for a free account here.
Q: I forgot my password, how do I reset it?
A: To reset your password, click “Forgot password” on the sign-in page. You'll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team.
PAYMENT ISSUES
Q: Are my details safe when ordering online with KWW?
A: KWW takes your shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
We're always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!
Q: Which payment methods do you accept?
A: We accept the following forms of payment:
DELIVERY
Q: How long will the goods be delivered after the order is placed
A: 5-10 working days
Q: Can I cancel or change my order?
A: Your order can be canceled/changed before it is shipped. Once your order has been shipped, you will receive a shipping information email. In this case, you may simply return any unwanted items by following our Return Instructions after you receive them within 30 days of delivery.
For expedited assistance, please contact our Customer Care Team via Livechat within 3 hours after the order was placed.
Q: If my order is delayed, what should I do?
A: If you didn’t receive your package within the time frame of the shipping method you selected, please feel free to contact our Customer Care Team. We'll be more than happy to help!
Q: Can I have my order redirected to a different address? (shipped)
A: Please note that once your order has been shipped and is in transit, we will not be able to update the shipping address.
If the original address is valid, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you.
If the original address is invalid, your package will be undeliverable and returned to our warehouse. You can contact our Customer Care Team with the order number. We'll be more than happy to help!
About returns
Q: What items can't be returned?
A:Are marked as a flash sale, final sale & special sale are not eligible for returns or exchanges unless there is a quality issue.
Q: I've received a damaged or defective item. What should I do?
A:We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.
In case you receive a damaged or defective item, please get in touch with us and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number/Product code (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
Q: I received the wrong item. What should I do?
A: We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right! In case you receive the wrong item, please get in touch with us and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
Q: What should I do if my package is missing an item?
A: If you've received a package with an item missing, it's most likely one of two things:
1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.
2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team so we can look into this for you as quickly as possible.
Q: Where should I send my returns?
A: Once you submit your request for a return, we will send you the return address. Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.
Q: When can I expect my refund?
A: To ensure that we can process your refund quickly, please ensure you follow the instructions closely and provide all of the required information. Once we receive the return package and determine that it's eligible for a refund, you can refer to the following chart for an estimated timeframe on when to expect to receive your refund:
| Refund Method | *Cash Coupon | PayPal | Credit Card |
| Time Frame | Instant | 3 Business Days | Within 10 Business Days |
*If you do not receive a credit to your account within the timeframe mentioned above, please contact the issuing bank of your credit card.
*Due to current situations, your credit card refund may require an additional 3-5 days to process. Thank you for your patience and understanding.
Q: What would make my order ineligible for returns/exchanges?
A:1) Are marked as a flash sale, final sale & special sale are not eligible for returns or exchanges unless there is a quality issue.
2) Return/exchange requests made over 30 days time frame cannot be refunded.
3) Only orders purchased on KWW.com or the official KWW App can be returned; we cannot refund or exchange any items purchased from any third-party vendors or websites. Please be aware that there are counterfeit KWW items sold on unauthorized platforms. If you are unsure, you can clarify with our Customer Care Team to ensure you are buying a legitimate KWW item.
4) We are unable to accept returns or exchanges on any gifted items as we are only able to refund them to the source of payment. We appreciate your understanding.
