This page is intended to help you provide answers to questions you may have about our online store and the services we offer. We have put together an overview of the most frequently asked questions and hope that you will find the answer you are looking for here. If you have any further questions, you can contact us at any time.
Shipment
- How long does shipping normally take?
Your package will be ready for dispatch within 48 hours of receiving your order. Shipping takes place via DHL. The delivery time is usually approx. 1-3 working days. In exceptional cases, deviations or delays may occur.
- How can I track my shipment?
As soon as your order has been shipped, you will receive a shipping confirmation by email. There is a tracking number in the email so that you can track your package with DHL.
- How much are the shipping costs?
Within Germany we ship free of charge for orders over €50.00. Up to €50.00 shipping with DHL GoGreen costs €4.95.
- Is delivery also possible to parcel shops and packing stations?
Delivery to packing stations is possible. When delivering to DHL parcel shops, packing stations or branches, please ensure that the DHL postal number (6 to 9 digits) is recorded correctly.
- Which countries are delivered?
We send our packages throughout Europe. For deliveries outside of Europe, we ask you to contact us in advance.
- How much are the shipping costs for deliveries abroad?
We deliver free shipping for orders over €99.00. Up to an order value of €99.00, shipping costs amount to €9.95.
Deliveries abroad are also made via DHL.
- What needs to be taken into account when ordering to Switzerland?
Orders placed from Switzerland are exempt from German VAT (19%). We are currently still working on a solution so that German VAT is not taken into account for customers from Switzerland. As an interim solution, we offer to use the discount code “VAT-Switzerland” at checkout. This means that German VAT will be deducted from the invoice amount. This code is only valid for customers from Switzerland. We sincerely apologize for the circumstances and hope to be able to offer a better solution soon.
It should be noted that the applicable Swiss VAT must be paid upon import into Switzerland. This tax is usually billed directly by the respective parcel delivery company.
Return
- How can I return my order?
You can return your items to us within 14 days. You can find more information about returns under the cancellation policy section.
- Is it possible to cancel my order?
If you notice that you have placed an incorrect order, please contact us immediately by email (hello@kivaa.de).
We strive to process all shipments promptly so that your order usually leaves our warehouse within 24 hours. We will inform you as quickly as possible whether a cancellation was still possible.
- Will I be refunded the full purchase price?
If you have adhered to the return period of 14 days and the products are still in their original packaging, unopened and undamaged, we will refund you the full purchase price.
We ask for your understanding that for hygiene reasons we cannot refund opened products.
payment
- Which payment methods are offered?
We currently offer the following payment methods: credit card, PayPal, Klarna (immediate transfer & invoice) and payment by bank transfer.
- Is my payment secure?
All payment methods are secured with the PCI Data Security Standard (PCI DSS). PCI DSS is a standard issued by the leading international card payment providers via the PCI Security Standards Council. PCI DSS describes all the necessary requirements for secure card payment processing and includes all systems, processes and people that process, transmit or store card payment data. Compliance with PCI DSS is confirmed annually by our platform operator Shopify.
Packaging
- What packaging material is used?
Protecting our environment is very important to us, which is why we select our packaging materials carefully and carefully.
The e-commerce shipping boxes used are largely made from recycled cardboard and are FSC® certified. The filling material is also sustainable and very economical, completely manufactured and processed in Germany. It is made from recycled paper made from 100% secondary materials that are chlorine and acid free. The environmentally friendly filling material can be easily disposed of in the paper bin. The tissue paper is made of FSC®-certified material. In addition, the paper is completely biodegradable, meaning it breaks down into its natural elements in a comparatively short time without leaving any toxic residue behind. And last but not least, the paper is compostable in industrial facilities. The adhesive tape is also based on paper, without synthetic glue and can also be disposed of in the waste paper bin.
