Welcome to our Customer Service page. We have a lot of requests, so please be patient when contacting us - we will reply as soon as we can.
First of all: for us the most important thing is that you (our customer) are happy with the experience you have with us. Without you we wouldn't be here doing this, so the most important thing is that you are happy.
Secondly: given the enormous quantity of orders that come our way every launch, there can always be errors or small oversights, delays, etc - which we always try to minimize, but sometimes something slips away.
So, read the following SECTIONS carefully, and see if you find the answer to your question.
If not, you can contact us directly later via DM on Instagram.
We have our warehouse in central Europe, and we use two shipping methods.
Standard Tracked Shipping - via national post offices (PostNL, Poste Italiane) at a cost of €7. The shipment is tracked and takes time 3-8 working days of shipping.
DHL Express shipping - via the DHL service at a cost of €10. The shipment is tracked and takes 2-4 working days. Furthermore, with this service you can change the current shipping address, and many other conveniences.
Free shipping - above orders from €90, all shipments will be sent with DHL Express arriving in 2-4 working days.
✅ PAYMENT METHODS
We accept almost all online payment methods: card, Postepay, Paypal, Apple Pay, Google Pay, etc. We do not accept cash on delivery.
✅ WHAT HAPPENS IF I STILL HAVEN'T RECEIVED MY PACKAGE?
You should have received the order and shipping notification with the tracking number to the email with which you placed the order.
Shipments take 2-7 working days (so Saturday, Sunday and any public holiday do not count).
You should first receive a shipping confirmation email from one of our shipping companies (usually DHL) - you should be able to track your shipment directly from there, even changing address if necessary.
You can also plot it here:
-> Enter your tracking number on this platform: https://parcelsapp.com/
It should give you the latest information on where your package is.
If it says "at the post office" -> it will probably be delivered within 1-2 working days.
If it says "out for delivery" -> it is out for delivery.
If it says “delivered” then the order should have been delivered.
✅ HOW DOES IT WORK WITH RETURNS?
At Kaizen we always put the needs of those who support us, i.e. our customers, first.
Having said that, we are still very small and as much as we are trying to work to grow and be able to offer free RETURNS always and for everyone - for the moment we are not yet able to sustain it.
Anyone who has tried to make a RETURN in the past knows that we have always worked to find the best solution for every eventuality (free return, size change, bonus for next purchase, exchange of a defective product, etc) - so we will always try to find the right one solution if there are problems.
Since 08/05/23 we have implemented a no-waste policy: for logistical, ecological and economic reasons, we DO NOT offer the possibility of making returns except due to our error or a defective item.
If the error is on our side - wrong item, defective item, error etc -> we will resolve it immediately with a refund/product exchange/voucher.
If the error is "the customer's" - you have the wrong size, or you don't like the item, or you made a mistake with the order -> we will try to help you by resolving with a product/voucher change for the next launch. No refunds or returns in this case.
For this reason we also ALWAYS invite you to write us a DM first if you are not sure about your size or have any other doubts, so we can help you make the best choice without problems in the future.
For any problem with your order, write to us in DM and we will help you 👇
For any other doubts or questions, please contact us on Instagram.
For ease and to improve the speed of our responses, we have decided to centralize all requests/questions on Instagram -> write to us in DM with your order number, name with which you placed the order, and any other important details :
We try to reply to you as soon as possible, but during the launch periods we have many orders and many messages.
Thank you for your support and trust,
Il Team Kaizen