Shipping

1.How are items packaged?

A. Product is Bubble wrapped and packed in box.


2.Do you Ship Internationally? If yes, what are the Countries?

A.  Yes, We ship to US,UK and Middle east.


3.How will be the Delivery Process Work?

A.Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.

  • After they pass through quality check, they are packed securely and handed over to our trusted delivery partner.
  • Our delivery partners then bring the package to you at the earliest possible
  • You receive a Email on the day when your products are out for delivery
  • In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.
  • Tracking options are also available in the 'My Orders' section of your account

4.Can I ship the Products to an Address that is different from my billing address?

A.Yes,You can do by filling in your address as the ‘Billing Address’ and the address you wish to ship your order to, as the ‘Shipping Address’.


5.Does Kiwla have any Physical stores?

A.No

 

6.My order has been Shipped,So what is the Estimated Delivery time? 

A.We're happy to let you know that all of our orders are dispatched based on the product  time will be mentioned in the website while you place the order.

If you've already placed your order with us, you can check the estimated date of delivery of your shipment by going to My Orders > Select your order > View order details > Track shipment. 

 

7.My order has been shipped,Now how can I track it?

A.You can track your order under the 'My Orders' section of your account on the Kiwla website. Once your order has been dispatched, you will also receive an Email with the details of the tracking number and the courier company that is processing your order.

You can use the tracking number to track the status of your package on the respective courier company’s website.


8.Are there any shipping charges applicable on my order?

A.Depends upon the product ,You can view shipping charge in the check out page

 

9.Are there any hidden charges when I make a purchase on kiwla?

A.There are no hidden charges when you make a purchase on Kiwla.  The price you see on the order confirmation page is exactly what you pay. The final order total would also include the shipping and handling charges as applicable. Taxes may be applicable.


10.How can I use a coupon code on my order?

A.On the cart page, you will see an option to 'apply coupon.' Enter the coupon code there and the discount will be applied to your cart. Taxes may be applicable on products post a coupon is applied.  Did you know!! We have some coupon codes designed especially to suit your needs. All you need to do is select 'apply coupon' option, and all your available codes will show up automatically. It’s that easy 


11.What are the terms and conditions for using discount / cashback coupon codes?

A.Kiwla discount coupon code terms and conditions vary with coupon to coupon. You can find the details of the coupon by clicking the banner highlighting the coupon. You will also see the T&C's of the coupon mentioned next to the coupon code itself on the cart page.

If you received a special coupon from us over SMS or Email, the Terms and conditions would be mentioned in the communication. 

If for some reason you are facing trouble using this promotion code or the payment process has failed or been interrupted before you have placed your order successfully, 

please contact our customer care executives via phone 040-48532991 or email Info@Kiwla.com for further assistance.


12.Is there any GST or sale tax for my orders?

A.Depends upon the  product category,country and Govt rules and regulations.


--------------------------------------------------------------------------------------------------------------------------------------------


Payment


Q.What type of account formats your support for payment Like VISA,MASTERCARD,Rupay,ETC? 

A. We accept payments Visa, Master, Amex, Diners, Maestro, Rupay.

-------------------------------------------------------------------------------------------------------------------------------

 

Returns


1.I have received a damaged or defective item/wrong product in my order, how should I proceed? 

A.Our shipments go through Best quality check processes before they leave our warehouse, however there is a slight possibility that the product could get damaged during shipment.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund:

Step 1: Contact our Customer Support team via phone (040-48532991) or email (info@Kiwla.com) within 2 business days of receiving the order. 

Step 2: Provide us with your order ID and your request to return/replace/refund the defective/wrong items of the order you placed .

Step 3: In this case, we will be responsible to pick up this item from you. In case of a wrong product, we will initiate the refund or replacement process only if the products are received by us unused and in their original packaging with their seals, labels and barcodes intact.

 Note: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount.

 

2.How do I return a purchased item on Kiwla?

A.Beauty products being personal items are non-returnable. However, if you have changed your mind about particular item(s) in your order, you could either request for a replacement or a refund. We will initiate the refund or replacement process after the products are received by us unused and in their original packaging with their seals, labels and barcodes intact. Refund will be provided for product cost only. 

This process can be done via a few simple steps: 

Step 1: Contact our Customer Support team via phone (040-48532991) or email (info@Kiwla.com) within 2 days of receiving the order. 

Step 2: Provide us with your order ID details and your request to return/replace/refund your order. 

Step 3: You will then be required to ship the products to our warehouse within 7 days of your request. 

For any products returned as used or not in their original packaging with their seals, labels and barcodes not intact, the product(s) will be returned to the customer and a processing fee of Rs.100 would be charged. 

Note: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount of the product(s). Orders placed using a cashback coupon are not eligible for returns or refunds post dispatch.


3.What are the items that cannot be returned?

A.Returns will not be accepted under the following conditions:

  • Product is damaged due to misuse/overuse
  • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
  • Serial Number is tampered
  • Defective products that are covered under Seller/Manufacturer’s warranty
  • Product is used or altered
  • If request is initiated after 4 days of order delivery
  • Free product provided by brand

Categories not eligible for Return:

  • Personal care appliances cannot be returned due to hygiene issues,beauty,food supplements

4.Do I have to return the free gift when I return a product?

A.Yes you have return completely ,if you have raised the return request


5.Can I return part of my order?

A.Yes. A return can be created at item level and if you have ordered multiple items


6.When will I get my refund?

A.Refunds are processed within 24-48 hours hours from our side. Post which the following time is required by the payment gateway and your bank to have the funds reflect in your account:-

Prepaid: For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 7 to 10 business days. 

Cash on Delivery: For cash on delivery transactions, you are required to email us your Bank Name, Account Holder Name, Account Number and IFSC Code, using which we will transfer money via NEFT in your bank account within 2 to 4 business days.

 

7.What if I haven’t received the free product / offer product?

A.We're sorry you didn't receive the free/offer product. Please contact our Customer Support team via phone (040-48532991) or email (care@Kiwla.com) so we can dispatch it for you at the earliest.


8.What if my shipment/package has been tampered?

A.Refuse to accept delivery of such a shipment/package. Do contact our Customer Support team via phone (040-48532991) or email (info@Kiwla.com) so we can dispatch your order for you.


9.Cancellation when order status is 'Verification pending' or 'Verified'

A.We have made if easy for you to cancel your order if your order status is 'Verification pending' or 'Verified'.

Just visit the 'My Orders' page in your account/profile on desktop and mobile website & hit the 'cancel order' button.

If you've placed a prepaid order the refund will be initiated and will reflect in your account in:- 

Net banking / Debit Card / Credit Card - 7 to 10 working days. 


10.Cancellation when order status is 'shipped'

A.If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team via phone (040-48532991) or email (care@Kiwla.com). We will instruct our courier partners to return the shipment to us. 

In case of a prepaid order, if a delivery is attempted, do refuse the shipment. Once we receive confirmation from our courier partner of the package being returned, we will initiate the refund which will reflect in your account in 7-10 working days if paid by Net banking / Debit Card / Credit Card. 


-------------------------------------------------------------------------------------------------------------------------------

Order Placement

1.How do I place a order?

A.You can place your order in a few simple steps –-

  • Step 1: Click the “Add to cart” button on the products you wish to purchase and they will be added to your shopping bag
  • Step 2: Register with kiwla by clicking on the “Account” button on the top right hand corner of the page and clicking on “Sign Up”
    • When you sign up for your kiwla account, you can enter all your details including your address and phone number on to your account page and it will be recorded for future purposes!
    • While this sign-up step is optional, we highly recommend that you do create a kiwla account. You will be able to rate and review products, avail members-only coupons/offers, and more! 
  • Step 3: You can then click on your shopping bag in the top right corner of the page. To receive additional discount on your order, coupon codes are pre applied (if any) to your cart. If you'd like to change the coupon, you can do so by clicking on "Change" next to the coupon code section. 
  • Step 4: Either you can “Continue shopping” or click on the “Checkout” button to proceed to the next steps.
  • Step 5: Provide us with your email address, shipping address and payment details and other required details. Finally, click on “place order” to go ahead 
  • Step 6: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email and SMS confirming your order.
  • Step 7: Enjoy your Kiwla order!

 

2. Can I buy multiple products in a single order? 

A.Sure you can! Just add all the products you wish to buy into your cart and then click the “place order” button. Then  you can save on any additional shipping and COD charges!

 

3. How do I know that my order is confirmed?p

A.Once your order is confirmed, you will see a confirmation page displaying a unique Order ID, a listing of the item(s) you have ordered and the shipping address.

In addition, you will receive an email confirming your order details.

 

4. Can I leave items in my Cart for future purchase?

A.Yes, you can leave items in your Cart, however the price and availability of these products will be reflected on a real time basis. Hence, there is a possibility that the product may get sold out or the offer on the product may expire from the time you added it to your cart.

 

5. Do I have to have an account to place an order at Kiwla?

A.No, you don’t need as you can place an order as a guest, by just providing your email address and other details required

However, we highly recommend that you do create a Kiwla account. You can be able to rate and review products,Also you can accumulate Reward Points and obtain discounts in future purchases.

 

6. How do I sign up for a Kiwla account?

A.All you need to do is provide us with your name, email address and other required details and a password of your choice.


7.I have a pre order enquiry

A.please contact our customer care executives via phone 040-48532991 or email Info@Kiwla.com for further assistance.


8.I wish to place a bulk order

A.please contact our customer care executives via phone 040-48532991 or email Info@Kiwla.com for further assistance.

--------------------------------------------------------------------------------------------------------------------------------

Your Account

1. How can I Create Kiwla account?

    A.Just click on the “Account” button on the top right hand corner of the page and click on “Sign Up”.

    • Fill in your name, email address and password.

    2. What if I have forgotten my account password?

      A.When signing in you can click on the 'Forgot Password' link below the sign up area. You will immediately be redirected to a new page where you will be instructed to fill in your registered email address. Soon after, you will receive an email with a link to 'reset your password'.

      -------------------------------------------------------------------------------------------------------------------------------