1. ORDER
1.1 Do I need to open an account to shop with you?
No that is not necessary. You can always make purchases and check out as a guest.
However, by creating an account with us, you can order without entering your details every time you shop with us. You can sign up now, or you can start shopping and create your account before checking out on the shopping cart page.
1.2 How do I create an account?
Click on “Login / Register” followed by “Create account” and fill in your personal details.
1.3 How can I order?
Buy the desired items and add them to your shopping cart. Once done, you can proceed to your cart and checkout. Please check and ensure all information is correct before confirming your purchases and payment.
1.4 I have problems adding items to my shopping cart
You can add the items as long as they are available. There may be a case where the item is in someone else’s shopping cart, causing the status of the items to show as ‘Temporarily unavailable’.
1.5 How do I pay for my orders?
We accept payments via Paypal, iDeal and all major credit and debit cards such as Mastercard, VISA and American Express.
1.6 Can I change and cancel my order?
Unfortunately, we cannot cancel an order once it has been placed. This way we can pack your orders efficiently and keep errors to a minimum. It is advisable to check your order before placing it.
1.7 I have a discount code, how can I use it?
Enter the coupon code in the “Coupon Code” field and click “Add” on your cart page before proceeding to checkout. Please note that we cannot manually apply the coupon code to your order if you missed entering it during check out. Please ensure all information is correct before confirming your purchase.
1.8 How do I know if my order has been confirmed?
After you have placed your order, you will receive a confirmation email from us to confirm that your orders have been received. However, keep in mind that orders will only be shipped if your credit card payment has been approved and the billing and delivery address has been verified. Alternatively, you can check the status of your order in “My Account” if you are a registered user.
2. SHIPPING & DELIVERY
2.1 When will my order be processed?
All orders are processed within 2 business days, with the exception of weekends and holidays. The stated time is based on Amsterdam Time (CET / GMT + 2 hours).
2.2 How long will it take to receive my order?
The standard courier delivery time is approximately 5 business days and the Express courier is approximately 3 business days from the time you place your order. This only applies to all deliveries in the Netherlands. The time required for all international deliveries depends on our logistics partners and their branches.
2.3 How can I track my delivery?
Once the order has been shipped, you will receive an email confirmation with the tracking number. You can check and track the delivery status of your orders with our local logistics partner, with your 6-digit order number for all deliveries in the Netherlands.
For international deliveries you can track your orders om the track my order button on the website.
2.4 What are the shipping costs?
Shipping costs €6.95 (1-2 business days) for all deliveries in the Netherlands via standard courier. For international deliveries the costs for Europe are: €13.95 (2-5 working days) and for the world: €24.95 (1-2 weeks). When entering your delivery details, we automatically calculate the delivery costs based on the address you provided, without you having to pay or register.
2.5 Which delivery services do you use?
Without payment or registration. We ship our goods with PostNL, DHL or DPD. The packages are delivered to a collection point. You will be informed of your shipment by e-mail.
2.6 Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to refer orders once your order has been confirmed. Therefore, make sure you provide the correct shipping address.
2.7 An item is missing from my order, what should I do?
We apologize for sending an incomplete order. Please contact our Customer Care Team at info@kenzellaey.com and we will get back to you as soon as possible.
2.8 I have received a defective item, what should I do?
We apologize if you have received a defective item from us. Please contact our Customer Care Team at info@kenzellaey.com with a snapshot of the product and we will get back to you as soon as possible.
2.9 I have received the wrong item, what should I do?
We apologize for sending the wrong item. Please contact our customer service at info@kenaey.com and we will get back to you as soon as possible.
2.10 I have bought the wrong size or color
We do not offer size or color exchanges. However, we do accept returns for products purchased from us. You can view our return and exchange policy here and the corresponding procedures.
2.11 I have not received my package, what should I do?
Please email our customer service at info@kenzellaey.com if you have not received your package after 10 working days and we will assist you accordingly.
2.12 Are there additional costs for redelivery?
There are no additional costs for redelivery up to two times. It is due from the third try.
2.13 I have not yet received my package within the set period. Who can I contact?
You can check the status of your package via “Track your order” to find out why the package has been delayed. You can also send us an email to info@kenzellaey.com and we will assist you further.
