HOW TO CONTACT CUSTOMER SUPPORT
Our team is always available to answer your questions and to help you with the purchase or return process.
1- By Phone:
+351 224 673 852 +351 937 969 922
2- By Email:
comercial@ourivesariakiko.com
3- By Letter:
NEVOLIN LDA - KIKO
Rua Sá da Bandeira nº39 – 1st floor
4000-433 Porto - Portugal
THE PRODUCT I RECEIVED IS NOT THE PRODUCT I ORDERED. WHAT SHOULD I DO?
If you received a product that you did not order, please send us an email to comercial@ourivesariakiko.com Tell us your order number and the product in question.
HOW DO I EXCHANGE A PRODUCT?
EASY RETURNS - 30 days. Without justification, you have a period of 30 days from the date of receipt of the order to make the return, following the steps mentioned in MY ACCOUNT.
We accept returns for new products, complete and in the original product packaging, which must not be damaged, altered or torn off. If we receive returns that do not meet the above conditions, the customer will not be entitled to any refund. The cost of returning the products is borne by the user, with the exception of defective products. After examining the product, you will be informed whether or not you are entitled to a refund of the amounts paid.
REFUND can be made by bank transfer to the indicated IBAN or by means of a discount coupon, which is valid for 3 months from the date of issue. After this period, there will be no further refund. Delivery charges will not be refunded.
WHAT IS THE WARRANTY PERIOD FOR THE ITEMS?
All items sold in KIKO stores until 12-31-2021 are covered by a 2-year Manufacturer's Warranty, guaranteed by the respective brands.
All items sold in KIKO stores from 01-01-2022 are covered by a 3-year Manufacturer's Warranty, guaranteed by the respective brands.
Materials subject to deterioration, oxidation, loss or misplacement, defects caused by knocks, inappropriate use, improper care and cleaning, negligence, improper handling, modifications, unauthorized repairs, accidents or normal wear and tear are excluded from the warranty.
After the warranty expires, KIKO also provides technical assistance.
In the case of defective or damaged products, send us your article together with the invoice, by mail, to Rua Sá da Bandeira nº39 - 1º andar, 4000-433 Porto.
If the repair of your products involves costs for you (above €10), it will only start after approving the quote.
CAN I BUY ONLINE PRODUCTS FROM KIKO PHYSICAL STORES?
Yes, the products sold in our KIKO stores are usually also available for purchase online.
I CANNOT FIND A CERTAIN PRODUCT.
All products sold online can be searched by entering a keyword in the SEARCH field on the right side of the page (by clicking on the magnifying glass). You can also contact us by email to comercial@ourivesariakiko.com
IS IT POSSIBLE TO ORDER THROUGH PHONE OR EMAIL?
Yes. You can also place an order through alternative channels (phone, email, Instagram or Facebook).
CAN I INDICATE ANOTHER ADDRESS FOR DELIVERY OTHER THAN MY RESIDENCE?
Yes. You only have to indicate the address where you want the delivery to take place. To indicate the address, you can find an additional field in the customer area, where you can register a new address.
DO YOU SHIP OUTSIDE PORTUGAL?
Yes. We ship worldwide, plus shipping costs depending on location.
WHAT ARE SHIPPING EXPENSES?
KIKO has a free delivery method for collections at KIKO stores from north to south of the country (PORTO, MATOSINHOS, MAIA, VILA NOVA DE GAIA, VIANA DO CASTELO, LEIRIA, LISBON)
KIKO is determined to offer the best services to its customers, for this reason it has partnered with the best carriers, namely CHRONOPOST-DPDGroup (PICKUP POINTS / HOME DELIVERIES):
If you don't have someone permanently at the desired address, PICKUP POINTS prove to be the ideal option for receiving your orders. The PICKUP service consists of a network of stores managed by CHRONOPOST-DPDGroup, with wide national coverage, where you can request delivery of your order. You will receive an SMS as soon as the order is delivered to the PICKUP point. Subsequently, you can conveniently pick up your order, within the opening hours of the point within a maximum period of 15 days from Monday to Friday.
All shipments, regardless of the shipping method chosen and the transport provider, have a tracking number.
We do not deliver to PO Boxes, as a signature of the person who received the package is always required.
1-KIKO has a free shipping method for mainland Portugal:
1.1- PICKUP POINTS on purchases of €60 or more
For purchases under €60 the cost is €4
1.2- HOME DELIVERIES on purchases of €100 or more.
For purchases under €100 the cost is €8
2-KIKO has a free shipping method for Madeira, Azores and the European Union:
- on purchases of €100 or more
- for purchases under 100€ the cost is 15€
3-KIKO has a free shipping method outside the European Union:
- on purchases of €600 or more
- for purchases under 600€ the cost is 50€
Shipments outside the European Union are subject to customs charges for which the customer is responsible.
KIKO reserves the right to change and always find the best delivery solution.
FREE STORE PICKUP?
You can make your purchases in the online store and pick up for free at our KIKO store.
To do so, when you are finalizing your order, select the Collect option in your preferred store (PORTO, MATOSINHOS, MAIA, VILA NOVA DE GAIA, VIANA DO CASTELO, LEIRIA, LISBON)
IS THERE A MINIMUM ORDER VALUE?
There is no minimum value.
FROM WHAT VALUE DO THE DELIVERY DELIVERY?
Shipping is free for orders with a value of 60 euros or more.
WHERE CAN I ACCESS THE STATUS OF MY ORDER?
After registering and creating an account, you can access the status of your order by clicking on MY ACCOUNT in the upper right corner of the website, and selecting the CHECKOUT option. On this page you will find several information, one of which is ORDERS.
HOW CAN I CHANGE AN ORDER?
You can change your order and shipping address in the ORDERS tab only during the purchase process. After order confirmation, it is not possible to make changes.
HOW CAN I CANCEL AN ORDER?
After order confirmation, it is not possible to cancel it.
WHERE CAN I CHANGE MY DATA (EMAIL, ADDRESS, PASSWORD)?
You can change your details by clicking on MY ACCOUNT in the upper right corner of the site, and selecting the CHECKOUT option. On this page you will find various information, one of which is PERSONAL INFO.
CAN I INDICATE OTHER BILLING DETAILS OTHER THAN MY OWN?
Yes. You just have to indicate them at checkout.
HOW CAN I REQUEST AN INVOICE?
The invoice will always be sent together with your order with the reference Final Consumer, however if you want a taxpayer number, please insert it in the NIF field when placing your order.
WHERE CAN I ACTIVATE THE PROMO CODE?
Occasionally, KIKO issues promotional codes to its customers. When you have a promotional code, enter it in the space provided, in the first step of your order, immediately below the list of items ordered.