FREQUENTLY ASKED QUESTIONS

DELIVERY

Due to the strengthening of security measures put in place to control COVID-19, deliveries may take up to 7-10 working days. We are doing our best to expedite shipments and reduce delivery times. In addition, all the transport companies with which we work are currently adapting their services to guarantee the safety of our employees and our customers. All of our teams remain at your disposal to answer all your questions with a slightly longer waiting period.

RETURN ONLINE:

The return period is 14 days for all purchases made online.

There's no need to call Customer Service when we can offer you real-time details of your order progress as it speeds through the  Network on the way to its destination .You will be notify  by e-mail,SMS or a tracking order as soon as your order will be dispatch .If in case you haven't received a dispatch notification  from your purchase , please contact us.

You have up to 14 days from receipt of your order to a return.You may be contacted by our customer service to indicate the neatest courier drop point.If you receive a refund, the cost of return shipping will be deducted from your refund.

It is very simple ! All items can be returned to our supplier. We may contact you to give further indication to the nearest courier drop point. In this case, you must stick the return label that you will find in your package with the delivery note.

Can I cancel or modify my order?

Currently, it is not possible to cancel or modify your order since we prepare it as soon as you confirm the order on the website.

When you arrive at the summary of your purchase *, click on 'Apply promotional code or gift voucher'.In the case of the gift voucher, if you do not exchange the total of its amount, you can use it during your next purchase!

 * You can use only one gift voucher or promotional code per purchase.

The delivery time and shipping costs will vary depending on the type of shipment.Deliveries can  be made worldwide. The customer is responsible for fees like shipping ,customs duty or any other form of fees

UK Standard Day Delivery*

A small fee is levied for Standard Delivery 3-5 working days. There may be some remote areas where our couriers are unable to guarantee delivery within 5 days. This service is not available on Saturdays or Sundays.
*(Excluding Highlands and Islands of Scotland and Channel Islands, where separate rates will be displayed at checkout).

All items are dispatched daily from Monday to Friday once payment has cleared. It takes approximately 24 hours to process an order and send the instructions to the warehouse. Therefore, an order placed on Tuesday, for example, will normally be dispatched on Wednesday.

EU Delivery*
We can ship to the following countries: Austria, Belgium, Bulgaria, Czech Republic, Denmark, France, Finland, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia,  Estonia, Latvia, Malta, Romania, Slovenia, Spain and Sweden.

Prices will be calculated at checkout based on weight and dimensions of total order plus distance.

.How can I pay for my purchases?

You can choose from several payment methods:

SHOP PAY

Debit or Credit card,Visa, Visa Electron, MasterCard and American Express. For payment by debit cards or American Express, payment will be made in real time.

PAYPAL

To buy using PayPal, select this payment method, then click on 'Confirm payment'. You will then be redirected to the PayPal page to proceed to payment.

PAYPAL EXPRESS PAYMENT

Save time during your next purchases by linking your PayPal  account. Thus, you will no longer be obliged to enter your PayPal account data each time.

To link the two accounts, select PayPal as the payment method and then choose "Remember my PayPal information for future purchases". You will then be redirected to the payment gateway where you can finalize the account association process.

If you wish to disconnect them, go to the PayPal configuration page and make the modification in the "Payments requiring prior authorization" section of the "Payments" section.

KLARNA

Add you favourite items to the cart and select "Klarna" at checkou

Examine your mailbox carefully to see if we have sent you an email notifying you that one of the items included in your order is no longer available. In this case, we would reimburse you the amount corresponding to the article in question as well as the costs of sending your order using the same method of payment as you had used during the purchase.If you have not received any email, please contact Customer Service and we will get back to you as soon as possible.

SECTION 21 a/b-Terms of service Kagmad

Returns and Refunds:

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund.

21.a.Return Procedures

1. We accept to do return request  only before 14 days from the date of receiving  your purchase

2. Send a return request by email at customercare@kagmad.co.uk indicating the product number and the date when you bought it from our website.

3- Wait for an e-mail from our customer service with instructions to prepare the goods to be returned.

4. If the product is damaged or it's not the one requested, you must send a minimum of  3 pictures to sales@kagmad.co.uk as proof of wrong or damaged product.

5. By the next business day, you will receive an email containing all the instruction on how to return the order.

The order numberRequest return codeThe address of the warehouse to return the product.

6- Please print and insert a copy of the ORDER NUMBER AND THE RETURN CODE inside the package. If no number is subsequently found we will NOT guarantee reimbursement for the goods returned. 

7-The products must be returned intact and with the original packaging.

21.b.Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If approved, you will refund directly onto the credit/debit card that you have used to purchase the item.Return fees rely on the customer.

We are a MONEY BACK GUARANTEE online store. If you have done the purchase through our payment gateway, please give us 2-3 working days to transfer the amount of money spent on your bank account. If you have used payment providers e.g.Paypay-Klarna-Amazon Pay or any other payment gateways, it may take up to from 7-21 days. This depends on the terms and conditions you accepted with the third parties.

Can I exchange goods?

Kagmad does not exchange goods. You need to create a new order. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. 

Gifts Vouchers:

Unfortunately, we don't refund gift cards or gift vouchers.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Before the return your products, you should mail your product to send us an email at sales@kagmad.co.uk 

You will be responsible for paying for your own shipping costs for returning your item. Please keep the return shipping receipt in case we decide to process a refund.

When we don’t have to offer a refund?
We don’t have to refund a customer if they:
Knew an item was faulty when they bought it damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund) no longer want an item (e.g because it’s the wrong size or colour) unless they bought it without seeing it. We won't refund if you bought a bad advertise products(e.g. missing product image or products description, not presented in a safe manner). If you are interested to purchase a product from our website and you are unsure, please contact us before you proceed with payments.

Proof of purchase
We can ask the customer for proof that they bought an item from you. This could be a sales receipt or other evidence such as a bank statement or packaging.
We only have to accept returns from the person who bought the item.

Find out about returns by consulting the Terms of Service or contact us.

No, adding an item to the basket does not guarantee its reservation or availability. There are high demand items that may run out before completing your order even if they were available when you added them to your cart.

You can currently shop online in all countries of the European UnionRussia,USA, Canada China, United Arab Emirates, Philippines, Japan, Hong Kong, Indonesia, Malaysia, Singapore, Thailand,Saudi Arabia, Australia, Puerto Rico