FAQ

 

FAQ ENG

When will my order arrive?

It can take between 3–5 working days from the time your order is process until you receive your order. We will keep you updated as much as possible. If there are any problems, please feel free  to contact us via info@kca-lab.com!

Why isn’t my discount code working?

If your discount code isn’t working, please try the following:

  • Check that the code is spelled correctly
  • Check that the promotion criteria have been met (e.g. is the promotion out of date or has the minimum order requirement been met)
  • Try emptying your browser’s cache.
  • Contact our customer service team.

THE ITEM I WOULD LIKE TO ORDER IS CURRENTLY NOT IN STOCK. WILL YOU BE GETTING MORE IN?

If an item is out of stock, we will always try to restock it as soon as possible. If there is a particular product that you would like to order, just let us know.

WHAT IS YOUR RETURN POLICY?

Our returns are free. We hope you will love your new outfit but if something isn’t quite right, you have 14 days to send it back to us. Please note: The garments must be in perfect condition (not used, not washed, with their inside and outside labels still attached, without repairs and with their corresponding purchase receipt). As we have high quality products we ask you to be careful with them and put them into the original packaging. We’ll give you a full refund over the same service you used to pay for your order once the items are returned clean, unworn and with all the original tags attached.  KCA-LAB reserves the right to refuse returns outside the time limit, if the garments are not in the same condition in which they were sent and/or if they do not comply with our return conditions. We may withhold reimbursement until we have received the goods or you have supplied evidence of having sent them back.

How can I return my order?

  • If you want to return parts of your order, please use the return template included in your package.
  • Tape it securely on the original packaging and make sure all items are clean and still have the original tags attached (see return conditions under “What is your return policy?”)
  • We recommend requesting a proof of postage for your records.
  • You can expect to receive a refund within 14 days of sending the package back to us.

To which address do I have to send my order back?

Freier Group Logistics GmbH & Co. KG
z.Hd. Werner Mahler
Schießhausstraße 11
97228 Rottendorf

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