SHIPPING PROCESS
Most orders ship within 1-2 business days. Please allow up to 5 business days to process your order during large sales and peak shopping seasons. The shipping option selected at checkout does not change the processing time. You will receive a confirmation e-mail with the tracking link once your order ships. Express shipping options and any other third-party fees are non-refundable.
Free shipping promotions are for the 48 US contiguous states only.
Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.
Your package may or may not require a signature. Most packages are delivered to the mailbox or front door of the address provided, however, it is up to the delivery courier to decide if the package is safe being left in the open. If they deem it unsafe, they will hold the package at a local post office or re-schedule another delivery. Our best recommendation is to input a shipping address where you know your or someone else will be available to accept the package (a work address or a friend's address).
TRACKING YOUR ORDER
During checkout, please verify that your contact information is correct. You can opt to have your order confirmation & shipping information sent via sms and/or email.
You will receive a confirmation e-mail and/or sms once your order has been processed to the e-mail address and/or phone number provided at the time of checkout. You will receive a second e-mail and/or sms once your order has shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
USPS 1-800-275-8777
UPS 1-800-742-5877
DHL Express Varies by country click here for support
INTERNATIONAL TAXES AND DUTIES
International customers (outside of the United States and Canada) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Kio Fragrance, and thus cannot be refunded.
We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend to contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.
LOST/STOLEN PACKAGES:
We offer package insurance through Route. Route covers packages that were lost, stolen or damaged in transit. It is pre-selected in your cart and can easily be removed. Please be advised that by opting out of shipping insurance, Kio Fragrance is not liable for lost, damaged or stolen items. You can easily file a claim with Route and receive a replacement or be fully reimbursed.
WRONG ADDRESS DISCLAIMER
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at hello@kiofragrance.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.
Extra Shipping Charges: If you upgraded your shipping and the package was returned to us due to an incorrect address and if you would like a refund, you will not be reimbursed for the upgraded shipping fees.
RETURNS
By placing an order at Kio Fragrance, you are responsible for the cost of return shipping back to Kio Fragrance. Please refer to our returns policy here for further information on how to return your package.
DELIVERED BUT NOT DELIVERED
All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact the shipping carrier at numbers above in order to investigate this issue. We are not responsible for packages where tracking information states the package has been delivered to your order address.
If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound or leave a note for us to require signature confirmation so that the package won't be left unattended.