FAQ

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 service@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  • Check that the promotion criteria have been met (e.g. is the promotion out of date or has the minimum order requirement been met)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. 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.

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.
  • 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.
  • Once we have processed your return, you will also receive a return confirmation email.

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