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FAQs
Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to kgvshop2022@gmail.com
You can finalize your order using your credit/debit card, we accept most of them (Visa, Amex, Debit, etc.),by using Paypal, Giropay, Sofort or IDeal. It is important to note that Paypal offers an additional customer protection service, which can be interesting if you are chilly to order from us!
Our website uses SSL encryption technology, which allows us to guarantee you 100% maximum security for your banking data. We use the Mollie platform for credit/debit card payments and Paypal, Giro Sofort and IDeal. Besides, since September 2019, the UE implemented a double factor authorization with the 3D Secure payment. If you have any questions or would like further information, please contact us at kgvshop2022@gmail.com.
If you have made a mistake on a model or color or if you simply want to cancel your order, please write to us as soon as possible at kgvshop2022@gmail.com (1h to 2h after the paiement).
Once the order has been processed and the order form sent to the warehouses, it is no longer possible to cancel an order. However, you have the right to return the goods within 14 days of receipt, after which we will refund you completely.
Regrettably, orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. Instead, please use your code on your next purchase!
If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.
We ship worldwide, and Indonesia is of course included.
We work with different carriers (including Laposte, Royal Mail, USPS, Fedex and DHL), offering national and international delivery entirely free of charge!
The average delivery time (calculated from 10,000 deliveries in 2019) is 8 to 10 working days, but for Indonesia, it may take 30-40 days due to logistics issues. This figure is an estimate that can be extended.This figure is an estimate that can be extended.
All deliveries have a package tracking system allowing you to trace the evolution of your package, from our platform, or directly from the sites of the various carriers.
All orders are subject to a handling period before shipment, usually 1 to 2 business days. However, if we have some crazy promotion or a new launch, orders may take a bit longer to process but it never exceed 3 businness day, no matter what.
You will then receive a shipping notification with your tracking number.
Please make sure you provide the correct delivery address. kgvshop cannot be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping costs incurred to ship to the correct address.
Your items, after handling period, should be received within 7 to 10 business days for most UE countries, but for Indonesia, it may take 30-40 days due to logistics issues.
Exceptional delay can arise due to uncontrolled and external events. This remains extremely rare however(less than 1% of the parcels), but we indicate it to you for the sake of transparency.
You can send us a mail within 2 hours after the purchase to change the address. After that period, you should still be able to update your address on your national carrier website when the parcel arrives in your country!
If your package returns to us due to an incorrect address, we’ll have the possibility to re-arrange a delivery process. It will take a few more days so please be careful when filling up the checkout form.
Most of our articles are made in China (Pet Toys, Pet Supplies).We make a point of quality check before offering them to you and we fight to prove that “Asian product” does not necessarily mean “poor quality”. Where have most of your smartphones and branded luxury clothing been produced? Obviously, our long-term goal is to develop sustainable partnerships based on the social and solidarity economy and we are currently working hard to achieve this. We are working with a small family owned factory that respect WTO guidelines. We are proud of our current Asian partners who meet the requirements of our specifications, in term of workers safety and work conditions but also in term of material quality.
We know how important it is to send good parcels, which is why we have set up a rigorous packaging process for all our products in order to guarantee maximum safety during the journey.
1/ Quality check: Before sending a product, our team checks that the product has no defects and that it meets our standards.
2/ PET Bag: All our bags are then placed in their original packaging, made of a very resistant plastic that protects them from dust that can be generated during the journey. 3/ Bubble Film: To guarantee the integrity of the package, we wrap it in bubble film so that it travels serenely, anywhere around the globe. 4/ Packing bags: Then they are placed in their travel envelope. A flexible envelope reduces damage to products unlike rigid boxes that tend to be hit during travel.
For logistical reasons and to reduce delays, items will sometimes be sent in separate packages, especially if one of the item is big or heavy to avoid any damage (for example if you order a Pet Supplies). Please keep this in mind when receiving deliveries. If you have any further questions, please do not hesitate to contact us.
Tracking information will be emailed to you when your order is shipped. You can also find you tracking number and the tracking website URL on your order page.
All shipments are insured for replacement or refund, so please let us know if your order has not arrived within a reasonable period of time.
There is a required waiting period before an insurance claim can be filed…for most countries outside of the UE it is 30 days, but for some it is 45 days. You may also be required to submit a signed letter stating that the item was not received. You will NOT lose your money in any circumstance, so please be patient and be nice, and we will resolve the issue as soon as possible.
Sometimes carriers tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!
Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (kgvshop2022@gmail.com) along with a description of the damaged item and your Order Number.
Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.
If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution Center in accordance with the following Return Policy:
1/Items must be sent back within 14 days of the delivery date.
2/Items must be unworn, unwashed, and have original tags attached.
3/Items must be free of stains.
4/All international returns are refunded via store credit in the form of a E-Gift Card or money back.
5/Returns are processed within 1-3 business days after your item(s) are received at our Distribution Center.
6/kgvpetshop does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
7/Damaged, defective, or incorrect items must be reported within 2 days of delivery. (Note: we take care of shipping cost for defective products).
Additional notes: The return processing time-frame does not include the time needed for your return package to deliver to our facility. Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, kgvpetshop will not issue store credit for your returns.
Once your return is fully processed, we will issue your refund or a store credit in the form of a E-Gift Card for use on a future purchase. E-Gift Cards never expire, and are redeemable right away! Every refund can also be processed through integral refund on the buyer explicit demand.
All information about are return policy can be found here 链接.
We currently do not provide pre-paid return shipping labels.
We know how frustrating this can be. Rest assured, we want to make every order perfect for our customers!
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email kgvshop2022@gmail.com within 2 business days of delivery. Depending on the circumstance, we may be able to extend this timeframe up to 5 business days; please report your item as soon as possible for assessment.
Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible so that you can be happy with our services.
If your package does not successfully deliver and is sent back to us, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if:
The shipping address does not exist.
The shipping address is misspelled.
The shipping address is missing information (i.e. apt/bldg/suite number).
The carrier is unable to safely deliver the package.
The addressee has moved. The addressee has refused the package.
Returned to sender packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the corrected address. However, please note that we do not guarantee your items will be in-stock at the time of your reorder.
NB: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. kgvshop does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Refunds are issued to the original form of payment used on an order in the event that it is canceled.
For Out of Stock items: we issue refunds to the original form of payment used if any items on the order sell out and we are unable to replenish in a timely manner.
For Returns: we issue refunds in the form of an E-Gift Card (or store credit) to be used on future purchases. E-Gift Cards never expire and can be treated just like cash on our online store! Integral refund can be processed on demand.
For Damaged Items: you have the choice in the form : an E-Gift Card or a original payment form refund. Please advise us what is your preference in your mail. Integral refund can be processed on demand.
If you have any questions or concerns regarding refunds, please email kgvshop2022@gmail.com and we will be more than happy to assist!
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