Shipping policy
DELIVERY
Prices
Belgium and the European Union: from €6.95 depending on the destination and weight.
United Kingdom, Switzerland and rest of the world: costs calculated at the basket. Customs duties and local taxes may apply on receipt and are payable by the recipient.
The exact amount is shown in your basket before you confirm your order. Special promotions may occasionally alter these conditions; when they do, they are announced on the website.
Insurance and delivery times
Products are insured by us until they are delivered. Parcels are dispatched within 2 working days, except in the exceptional event of a stock shortage or stock issue. In that case, the customer is informed by email as soon as possible. Please then allow 3 to 5 working days for mainland France and 5 to 10 working days for international deliveries. Items are delivered by Colissimo.
Special orders
Made-to-measure items and pre-order products are delivered within 3 to 4 weeks, as specified when you place your order.
Made-to-measure items and special orders
Please note that these items can be neither returned nor exchanged, in accordance with Article L221-28 of the French Consumer Code.
Delivery conditions
Delivery will only take place once all of the following conditions have been met:
– Payment approved by the payment processing centre
– Kirane reserves the right to refuse any order from a customer with whom there is an ongoing dispute concerning the payment of a previous or current order.
Order tracking
The customer can follow the progress of their parcel using the tracking number sent to them by email.
SATISFACTION GUARANTEE AND RETURNS
Returns
At Kirane, we want you to be completely satisfied with your order. If, for any reason, you are not entirely happy, you have 14 calendar days from receipt to let us know of any complaint or to exercise your right of withdrawal. This right applies to all items, including those bought on promotion or during the sales.
Returns procedure
For any return request, please contact us beforehand at hello@kirane.com. We will provide you with the return address and all the information you need to make the process as simple as possible.
Time limit for sending back a return
Once our team has sent the return instructions, the customer has 14 calendar days to dispatch the parcel.
Return costs from abroad
For any order delivered outside mainland France (European Union, Switzerland, United Kingdom and rest of the world), the return is arranged and paid for by the customer, using the carrier of their choice. We do not provide a prepaid label for these destinations. A tracked service is strongly recommended: parcels returned without tracking travel at the customer's own risk.
Manufacturing fault or error on our part
Whatever your country, if the item you receive is faulty or does not match your order, the return is covered in full by Kirane, with no deduction whatsoever.
Exchanges and store credit
If the customer would like an exchange (size, colour or another design), they should contact Customer Service by email at: hello@kirane.com. Customer Service will explain the procedure to follow. We can also offer a voucher code for the value of the returned product, valid for one year.
Refunds
The choice between a refund, an exchange and store credit rests entirely with the customer. Refunds are made within 14 days of receipt of the return, to the payment method used when placing the order, and include the standard outbound delivery costs. A breakdown of the calculation is sent by email.
Return conditions
Returned items must be in perfect condition, unwashed and unused, in their original packaging and complete with all their accessories, so that we can proceed with an exchange or refund.
Parcel not collected from the pick-up point
If your parcel is not collected within the time allowed by the carrier and is returned to us, please get in touch: we can offer you a new dispatch (with the re-shipping costs at your expense), store credit of equivalent value or an exchange. If you have exercised your right of withdrawal within the 14-day period, a refund of course remains possible.
