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FAQS

***Please note that all items on KINILUSH are priced in $ US dollars $

I haven't received a confirmation email after purchasing my order?

Please be sure to check your junk/spam folders, as sometimes our emails tend to end up in these folders. If still not found contact our customer service representative at info@kinilush.com

 

Can I cancel or change my order?

If you would like to cancel an order please contact us as quickly as possible at info@kinilush.com. We will do our best to accommodate you. Unfortunately, because our order fulfillment process is designed to get the order to you as quickly as possible, we cannot guarantee we will be able to cancel an order once it has been placed.

 

 How do I track my order?

You will know your order has been processed for shipment as soon as you receive your shipping confirmation email. This email will contain your tracking number. Please use this number in order to track your package. Please allow up to 24 hours for your tracking number to show movement.

Go to http://www.17track.net/en and enter your tracking # to track your package.

 

 Do you ship internationally?

Yes, we do ship internationally to select countries. Please choose your desired country at check out in order to see where we ship. 

 

 Customs Charges?

Unfortunately, We are not liable for customs charges in customers receiving country. Paying custom charges is the responsibility of the customer receiving the package.

 

 What shipment methods do you offer?

Our standard shipping method is Post Indonesia mail. If located within Indonesia, your order will likely be delivered within 3-5 business days. For international orders, please select the destination country at check out to see what shipping methods we have available for your selected country.

 

 How long does it take to receive Free Shipping?

Regular shipping out of Indonesia takes *minimum 3 weeks time (15 Business days).

 

How long does it take to receive Express Shipping? 

Express shipping out of Indonesia (with DHL) can take up to 3-5 days. We encourage customers to choose Express Shipping to receive detailed tracking information, and of course a peace of mind knowing your package will get to you before a certain date. 

 *Unfortunately we are unable to ship express to "REMOTE AREAS". Stated by DHL, "Remote is defined as islands and highlands; or a post code/zip code that is difficult to serve; or a suburb/town that is distant, inaccessible or infrequently served." Check for Remote Locations

 

How do I track my orders?

Head over to http://www.17track.net/en and enter your tracking # provided on your receipt. 

 

I received a faulty/damaged item, what do I do?

If an item from your order is faulty or damaged, please email Customer Service via info@kinilush.com 

You will have to pay for the return transportation of the product, but we will reimburse you for this cost once we receive and inspect the item. In order to receive credit for your returned shipping costs, you must include a copy of the receipt in your shipment.

Helpful hint: We strongly suggest including a tracking number with your package, as we are not liable for those that get lost in transit.

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