FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS

What is the status of my order?

Once you have placed your order on kohana-shop.com, we will send you a confirmation email with information to help you track the status of your order.

Can I change my order?

We can only change orders that have not yet been processed for shipping.

Once your order status is “preparing for shipping”, “shipping”, or “delivered”, we can no longer accept edits to your order.

If you need to modify your order, please contact our Support Center as soon as possible.

PAYMENT

What payment methods do you accept?

We accept the following main payment methods:

PayPal
KANZ primarily uses PayPal to process secure payments. Through PayPal, we accept MasterCard, Visa, American Express, and Discover.

Secure Credit Card Payment
We also accept secure credit card payments using Visa, MasterCard, American Express, and Discover.

Which currency will I be charged in?

The currency displayed and charged may depend on the country or region from which you are accessing kohana-shop.com.

If your credit or debit card uses another currency, your bank or payment provider may apply the corresponding exchange rate and any applicable conversion fees.

Do you offer 3 or 4 times payment options?

We may offer installment payment options when available.

If eligible, you will be able to choose the installment payment option during checkout.

SHIPPING

Where do you ship?

We ship worldwide, including Asia, North America, Central America, Europe, and Oceania.

We offer payment via PayPal and secure credit card payment.

How long does it take to ship my order?

Once you have placed your order, it usually takes 3 to 7 business days to process it.

The shipping time depends on the delivery method selected, the destination country, and the logistics provider.

How can I track my package?

Once your order has been placed, we will send you a confirmation email with information to track your order.

You may also receive logistics updates regarding your order through the contact information provided at checkout.

What if I am not home?

If you are not home at the time of delivery, a new delivery attempt may be made on the next business day, or the delivery partner may contact you to schedule a new delivery date.

Depending on your country and the delivery method selected, you may also need to collect your package at your local post office or delivery center.

RETURNS

Do you accept returns?

Yes, we accept returns under the following conditions:

• The item must have been purchased from our online store;

• The item must not have been used in any way;

• The item must be returned in its original condition whenever possible;

• The return or exchange request must be made within 14 days of delivery.

To request a return, please contact our customer service team through our Support Center.

Can I exchange an item?

Yes, we accept exchanges under the same conditions as returns.

To request an exchange, please contact our Support Center and mention that you would like to exchange your item for another item.

Are returns free?

To return an item, please contact customer service first to obtain the correct return address and return instructions.

After receiving the return address, place the item securely in its original packaging and include your proof of purchase.

Your return shipment may be free of charge in some cases.

If the reason for the return is not the result of an error by KANZ, the cost of return shipping may be deducted from your refund or may be the customer’s responsibility.

If the return is due to our error, such as a damaged, defective, or incorrect item, the customer will not be required to pay the return shipping fee.

How long does it take to process a return?

Returns are usually confirmed within 14 days of receiving the package at our warehouse or return facility.

Once your return is accepted, the refund, exchange, or store credit will be issued within 14 days after our team approves your return.

Refunds may take additional time to appear on your original payment method, depending on your bank, credit card company, or payment provider.

QUESTIONS

If you still have any questions or concerns, please contact us through our Support Center.

Company Name: KANZ
Website: kohana-shop.com