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 [email protected]
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.