FAQ

Thank you for your interest in Kandi Kouture

Here Are Some Frequently Asked Question Below:


Here at Kandi Kouture, we want you to shop with confidence. We were established Sept 18, 2012 we've had many celeb/reality stars, published models and many customers over the years wear our clothing such as: Mimi Faust (LHHATL), London Charles a.k.a Deelishis (Flavor Of Love, Publish Model etc), Dani & Gabi Victor Twins (BGC), Teairra Mari (LHHH, Singer) and many more. You can view photos of our happy customers via Instagram, Facebook, and our wall of Fame page. Tag or email your photo so we can add you too! We strive to make every shopping experience satisfactory for our customers. You can see below for answers to questions regarding our shipping, returns, and other inquiries that may help assist you.
 
Ordering & Payment

What payment methods do you accept?
Kandi Kouture offers a variety of payment options. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal and store credit in the form of e-gift cards, and coupon codes.


I am an international customer and I am not sure how much I'll be charged for a purchase?
Kandi Kouture is proud to service our customers from all over the world! Our system converts the purchase automatically for us in USD.

I placed an order, but never received a confirmation email.
If you do not receive an email from Kandi Kouture within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email or phone for assistance.

How do I cancel my order?
We strive to process and ship out our orders quickly. Unfortunately once an order is placed we are unable to modify or cancel it.

How do I add items to an order I just placed?
Unfortunately, Kandi Kouture cannot add items to an existing order. Please place a new order with the additional items.

I made a mistake in my order/I misspelled my information.
Please contact our customer care via email at info@kandiKouture.com to correct any information as soon as possible before your item(s) has been shipped out. Please note, once your package is shipped. We are not responsible for lost packages. If packages marked as “Return to Sender” due to an incorrect/undeliverable address, we will credit your account minus the shipping fee and 15% restock fee. You will be held responsible for initial cost of shipping the package.

How long after I place my order will it ship?
All orders leave our facility within 1-3 business days. Orders are shipped Monday through Friday, excluding weekends and holidays. Orders placed over the weekend will begin processing the following business day. Kindly note shipping times are estimates and are not guaranteed, as shipping may be delayed in cases of address verification, flagged orders, holidays, and/or bad weather

My order was confirmed, but I just got an email saying an item is out of stock. What does this mean?
By the time you placed the order to when we processed it, the item was no longer available. We will send you an email with an E-gift card containing the amount you are owed for the cost of the item. Please treat the gift card like cash, as it is store credit you can use during a later purchase. Store credit never expires.

I placed an order, but haven't seen any movement from Kandi Kouture. What's going on?
There are several reasons why your order may have been delayed. Either your address was misspelled, your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.

I am an international customer. What are the rates I should expect to pay?
We offer different rates for our international orders they can be viewed at the end of checkout. Kandi Kouture is not responsible for applicable customs fees, import duties, taxes, and any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery. If the package is returned to our warehouse, there will be a bounce back fee of 15%.
Shipping

What company does Kandi Kouture use to ship packages?
We ship via USPS, both domestic and internationally.
 
How long does shipping within the US take?
We offer a variety of shipping rates based on cost and time frames. From standard shipping as low as $7.50 to express next day shipping. We also offer FREE standard shipping on orders over $100.
 
How long does it take to ship internationally?
It usually takes 6-10 business days to arrive in your country however, in some instances, delivery may be delayed depending on your country's customs. 

Do you refund shipping fees?
Shipping fees are non-refundable. 

How do I know my package has shipped and is on its way?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving the warehouse, you will receive another automatic email with shipping information.

My purchase is over $100… Why hasn't the shipping charge been waived?
Free shipping for orders over $100 applies to U.S. Domestic shipments only. Keep in mind to please take discounts under consideration if used on order. At this time, international shipments do not qualify for free shipping.
Tracking Your Order

How do I check on the status of my order?
You may view the status of your order by logging into your account
 
How can I track my package (domestic)?
In your shipping confirmation email, you'll get a link to the tracking history. From there, you can monitor your package's progress until it's delivered to your door. Or, visit USPS.com and enter the tracking number emailed to you.
 
How can I track my package (international)?
In your shipping confirmation email, you'll get a link to the tracking history. In some cases, the tracking information will only be provided up until the package leaves Los Angeles as air mail. From there, please plan an additional 6-10 business days before delivery.

I placed an order two weeks/a while ago and just realized I've been getting several emails and missed calls from Kandi Kouture… What's going on?
In the event we need to verify your address or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 7 business days, we will cancel your order and issue you store credit in the amount of the items plus the shipping fee. If you notice a message from Kandi Kouture via phone or email, please call us back as soon as possible to avoid having your purchase canceled. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will attempt to contact you 3 times to resolve the issue. If we do not hear back from you, we will refund your account minus the shipping fee. You will be held responsible for the initial cost of shipping the package. If your order is over $200 you may have been sent an email to fill out our Order Authorization Form.
 
My tracking info shows my package was delivered, but I never received it.
Kandi Kouture provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS by calling 1 (800) 222-1811 for domestic or international assistance. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but Kandi Kouture does not hold responsibility for packages that are lost or stolen once shipped. Please contact your local mail carrier and post office to file a claim. Once the claim is filed, please contact us so that we can keep track of this in our system.

Returns


I am in the United States and want to return an item I am not satisfied with.
Kandi Kouture does not offer cash back returns only store credit. Please read our Return Policy for further information. All returns must be approved by customer service and an RMA must be issued to return merchandise. All Merchandise must be unworn, unwashed, and still have all tags attached. When returning by mail, we suggest using USPS flat rate shipping for convenience. You will be responsible for covering shipping costs to return items and shipping charges must be prepaid. We would be happy to issue you a refund in the form of store credit to use on a later purchase. Store credit never expires. Sale items, accessories, swimwear and bodysuits cannot be returned unless approved by customer service in advance. There will be a 50% restocking fee taken out of your credit.
 
I am an international customer and want to return an item.
Please contact us before returning an item, as there are special circumstances when we cannot accept a return from an international location. We will do our best to accommodate. We are not responsible for returns until they reach our warehouse.
 
My package is being returned to you, what do I do now?
All packages returned to us due to an invalid address will be restocked and you will be issued a store credit. If you have contacted us and provided us with the correct information prior to the return, we will reship the package to the address of your choice. 

How long does it take to process returns?
Returns are processed within 2-5 business days after your item(s) are received into our warehouse. Once your return has been processed, you will be issued an online store credit in the form of an E-gift card via email.

Does Kandi Kouture do exchanges? 
Because we can't ensure our Fashionistas will be issued the style/size they desire by the time their returned items come back to the warehouse, we cannot do exchanges by mail. You will be issued a store credit and can use towards the desired item. 

Does Kandi Kouture issue refunds?
We do not issue cash back refunds, unless there was a mistake on Kandi Kouture part. We offer store credit in the form of an E-gift card, instead. Please treat store credit like cash.
 
I got my order, but an item is missing/defective/not what I ordered. What do I do?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care within two days of receipt and let us know.
 

Please be advised our office hours are Monday-Friday 11am-5pm PST Sat-Sun Closed

We strive to answer all emails regarding items & orders within 24 hours. If your email is received after business hours someone will get back to you the following business day at our earliest convenience during business hours. Most general questions can be answered by viewing our Frequently Asked Questions or our Store Policy Pages. We hope you have a good evening.

Once again thank you for choosing Kandi Kouture