Frequently asked questions
WHEN CAN I EXPECT MY ORDER?
We usually need 1–2 business days to process your order. The average delivery time within the USA is 4–6 business days (Monday through Saturday).
MY EXPECTED DELIVERY TIME HAS PASSED – WHERE IS MY ORDER?
Orders usually arrive within the estimated delivery window. In rare cases, however, delays may occur. If your order has not arrived within 3 days after the originally stated delivery time, please contact us via email at: info@KivanaLuxury.com.
WHAT ARE THE SHIPPING COSTS?
All orders at Kivana Luxury are shipped free of charge.
SECURE PAYMENT METHODS
Kivana Luxury offers you a selection of secure payment options. The following payment methods are available in the USA:
- PayPal
- Maestro
- Visa
- Mastercard
- American Express
- Google Pay
- Apple Pay
WHAT CAN I DO IF SOME ITEMS ARE MISSING?
Some orders may be shipped in multiple packages due to weight restrictions. Products may also come from different suppliers. If your order arrives incomplete, don’t worry – the remaining items are usually delivered within 1–3 business days.
WHAT SHOULD I DO IF MY DELIVERY IS DAMAGED?
If an item was damaged during shipping, please contact our customer service at info@KivanaLuxury.com. Be sure to include photos of the damage in your email. Please do not return the item before contacting us, so that we can find the best solution together.
WHAT SHOULD I DO IF I RECEIVED THE WRONG PRODUCT OR IF IT DOESN’T FIT?
If you received the wrong product or if it doesn’t fit, please contact our customer service first at info@KivanaLuxury.com. We will work with you to find the best solution. If no agreement can be reached, you will only be responsible for the return shipping costs of the item.