Delivery
- Where do we deliver and what are the delivery costs?
Shipping is free for all deliveries to the European Union, the United Kingdom, Switzerland, and Canada . For deliveries to other destinations, shipping costs €10. We are not yet able to deliver to French overseas departments and regions or overseas collectivities .
- How long does it take to receive an order?
Kaosix works in collaboration with suppliers located in Asia from where the products are shipped directly to Europe and Canada.
First, please allow 2 to 3 business days for order processing . Second, please allow average delivery times of 7 to 10 days for Europe and 10 to 15 days for Canada under normal circumstances . For other destinations, delivery times may be longer and vary depending on the country. Delivery times include only business days and do not include weekends or public holidays .
- Some items are missing from my order, where are they?
Orders containing multiple items may result in receiving several packages a few days apart, as they may originate from different warehouses. For logistical reasons, we ship our products separately because we maintain stock in various warehouses. We favor this staggered strategy to prevent the complete loss of our inventory in the event of a natural disaster, fire, or any other event that could jeopardize our entire stock. Occasionally, a single order may ship products from different warehouses, which explains the need for separate shipments.
- I wish to cancel my order before it is shipped?
If your order has not yet been shipped, please contact us immediately and we will do our best to cancel the shipment. Please note that some orders are processed within 12 hours of payment .
- I entered the wrong delivery address, what should I do?
If your order has not yet been shipped, please contact us immediately and we will update your contact information. Otherwise, orders cannot be canceled once the item(s) have been shipped.
Any error made by the customer in the delivery address when placing their order or an incomplete address which would result in the impossibility of delivering the package will then require them, if they wish to collect their products, to pay the transport costs again.
To ensure timely delivery, please provide us with accurate and complete delivery address information (street number, building number, floor, access codes, names and/or intercom numbers, etc.). Kaosix cannot be held responsible for delivery failures due to incomplete or incorrect information provided during the ordering process; in such cases, a refund request will not be accepted.
- Is there a tracking number for my order?
Yes, you will be provided with a tracking number and the link to the platform where you can track your shipment. Simply click on the tracking number provided in your shipping confirmation email. You will then be redirected to the logistics tracking platform page. Tracking information may not be updated regularly on the tracking platforms, so it may take some time initially. However, we track the shipment directly with the carriers and will keep you regularly informed by email about the progress of your shipment. You can also visit our tracking page and enter your tracking number.
Who delivers my articles?
Your items are delivered via a local delivery service such as La Poste or Colis Privé.
- What are the delivery times?
Items are delivered according to the terms and conditions of your local post office.
- What happens if I'm not at home?
Don't worry, our items will be left in your mailbox if they are small enough. If you are not home for the second delivery attempt, you can collect your package from the post office if La Poste is handling it. The item (letter or package) will be held for 15 days from the date of the first delivery attempt. Remember to bring your delivery notice or notification, as well as proof of identity, or the documents indicated on your online collection slip. If a delivery company is handling it, they will contact you to arrange a delivery time.
After this 15-day period, the package will be returned to the sender.
- My order is confirmed as "delivered" but I haven't received it?
Please send us an email at contact@kaosix.com Please provide us with your order number and tracking number. We will contact the delivery company handling your package and keep you informed. Delivery companies typically provide photos of your mailbox with the package inside. If, despite this, you still cannot find your package in your mailbox or a neighboring mailbox, we will inform you of the procedure to follow so that we can file a claim with the delivery company.
- My order is stuck in customs, what should I do?
Please email us at contact@kaosix.com and provide your order number and tracking number. We will then contact the delivery company handling your package.