Frequently Asked Questions
Welcome to the Kitakiss Collective FAQ! Here you'll find answers to common questions about orders, shipping, returns, payments, and more.
If you can't find the answer you're looking for, feel free to contact us.
🚚 Shipping & Delivery
Do you ship internationally?
Our business operates within the European Union. Please check the available shipping destinations and options at checkout.
How long does shipping
Once your order has been shipped, delivery generally takes 3–10 business days, depending on your location and the shipping carrier. Please note that these are estimated delivery times and are not guaranteed.
What happens if my order is delayed?
While we do our best to process and ship orders on time, delays can occasionally occur during production or transportation.
If a delay affects the expected delivery time of your order, we will do our best to inform you as soon as possible.
For questions about your order, email kitakisscollective@gmail.com and include your order number.
What if my package is lost or damaged during shipping?
Please contact us if your package has not arrived or appears to have been damaged during delivery.
Include your order number and any relevant photos or information, so we can review the situation and help you determine the next steps.
🔄 Returns & Refunds
What is your return policy?
We offer a 14-day return period starting from the day you receive your order, subject to applicable statutory rights and exceptions.
If you wish to return an item, you must contact us within this period to request a return.
Who pays for return shipping?
Unless otherwise required by applicable law or agreed upon by us, return shipping costs are the responsibility of the customer.
What are the conditions for returning an item?
To be eligible for a return, the item should:
- Be in the same condition as when you received it.
- Be unworn and unused.
- Have its original tags attached.
- Be in its original packaging.
- Include a receipt or other valid proof of purchase.
Please note that statutory consumer rights may apply regardless of certain conditions listed above.
How do I request a return?
To request a return, contact us at:
Please include your order number and explain which item(s) you would like to return.
Do not send an item back without receiving return instructions from us first. Unauthorized returns may not be accepted.
How long does a refund take?
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.
Can I receive a partial refund without returning the item?
Depending on the circumstances of a damaged, defective, or incorrectly delivered item, we may offer an alternative solution.
In some cases, we may offer a 50% refund without requiring you to return the item, allowing you to keep it. Any such offer depends on the circumstances and does not limit your statutory consumer rights.
Can I return sale items?
Our policy lists sale items as excluded from returns. However, this does not override any mandatory statutory consumer rights that apply to your purchase.
If you have questions about a specific item, please contact us at kitakisscollective@gmail.com
📦 Orders & Production
How long does it take to process my order?
Our average production time is 1–3 business days.
In most cases, your order will be ready for shipment within approximately 1.5 business days. Please note that production time is separate from shipping time.
Can I cancel my order?
Please contact us as soon as possible if you wish to cancel your order.
Once an order has been accepted and processing has started, we may not be able to accommodate cancellation requests. We will review your request based on the status of your order and applicable consumer rights.
Can I change my shipping address after ordering?
Contact us as soon as possible if you need to change your shipping address.
We cannot guarantee that changes can be made after your order has been accepted or shipped.
Will I receive an order confirmation?
Yes! After placing your order, you should receive an order confirmation by email.
If you haven't received one, please check your spam or junk folder. If you still can't find it, contact us with your order details.
👕 Products & Designs
Where are your products made?
Our brand operates within the European Union. We aim to keep our production process within the EU.
For specific information about the production location of a particular product, please contact us.
Do you use AI to create your designs?
No. Our artwork is created by our artist, Nalu (@nalucosplay).
We value human creativity and artistic expression, and our T-shirt designs are created without using AI to generate the artwork.
Do product colors look exactly like the pictures?
We aim to display our products as accurately as possible. However, colors may appear slightly different depending on your device, screen settings, and configuration.
🔁 Exchanges
Can I exchange an item?
An exchange is available under our policy when an error has been made on our side, such as receiving the wrong size or an incorrect item.
Please contact us as soon as possible at kitakisscollective@gmail.com.
What information do I need to provide for an exchange?
Please include:
- Your order number.
- A clear photo of the item you received.
- A description of the issue.
Once we receive and review your request, we will contact you with the next steps.
Can I exchange a sale item?
Our policy excludes sale items from exchanges. Applicable statutory rights remain unaffected.
What happens if my replacement item is unavailable?
If the requested replacement is no longer available, we may offer a gift card worth up to the value of the relevant item, subject to applicable law and agreement.
© Copyright & Intellectual Property
Can I use your designs or images?
All content on our website, including designs, artwork, logos, photographs, text, and graphics, belongs to Kitakiss Collective or is used with permission from the relevant rights holder.
You may not copy, reproduce, distribute, modify, or use our content commercially without prior written permission.
Can I use your artwork for my own projects?
Please contact us before using any of our designs, artwork, or other content for personal projects, commercial purposes, or public distribution.
Permission must be obtained in writing where required.