Frequently asked questions

Common questions

CAN I BUY ONLINE PRODUCTS FROM KIKO PHYSICAL SHOPS?
Yes, the products sold in our stores KIKO are also available for purchase online.
HOW TO CONTACT CUSTOMER SUPPORT
Our team is always available to answer your questions and to assist you in the process of buying or returning.

1- By phone:
+351 224 673 852 / +351 934 275 215

2- By email:
comercial@ourivesariakiko.com

3- By letter:
NEVOLIN SA - KIKO
Sá da Bandeira Street nº39 – 1st Floor
4000-433 Porto - Portugal
I CAN NOT FIND A CERTAIN PRODUCT.
All products marketed 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 e-mail to comercial@ourivesariakiko.com
THE PRODUCT I RECEIVED IS NOT THE PRODUCT I ORDERED. WHAT SHOULD I DO?
If you have received a product you did not order, please send us an email to comercial@ourivesariakiko.com. Tell us your order number and the product in question.
HOW TO MAKE A PRODUCT EXCHANGE?
EASY RETURNS within 30 days-
If you wish to RETURN the product, without need of justification, it has a deadline of 30 days from the date of receipt of the same, for this you must follow the steps in MY ACCOUNT > RETURNS
We accept returns of new, complete products and in the original packaging of the product, which should not be damaged, altered or shaved. 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 except for defective products. After examining the product, you will be informed about the right or not to the refund of the amounts paid.
REFUND can be made through the original payment method or by transference to your IBAN, or through a discount coupon, which has a validity of 3 months from the date of its issue. At the end of this period there will be no further reimbursement. The shipping costs will not be refunded.
Send the product to our Adress:
SÁ DA BANDEIRA Street nº39 – 1st Floor, 4000-433 PORTO-PORTUGAL
In the case of INTERNATIONAL SHIPMENTS, it is possible for customs services to open the packaging for verification and possible taxation. In this case, the product may arrive at the customer's house with indications that the shipping packing has been opened. The customer should verify carefully, at the time of reception, if his product is in compliance and with no evidence of having been used.
When making a return, in the comments field of the post office, you should write: "This return is a return for an online purchase at www.ourivesariakiko.com
IS IT POSSIBLE TO ORDER BY PHONE OR EMAIL?
Yes. You can also order through alternative channels (Phone, Email, Instagram or Facebook).
CAN I INDICATE AN ADDRESS FOR DELIVERY OTHER THAN THOSE OF MY RESIDENCE?
To indicate the address, you can find an additional field in the customer area, where you can register a new address.
WHAT IS THE WARRANTY PERIOD OF THE ITEMS?
All items sold in KIKO stores are covered by Manufacturer Warranty for 2 years, under their respective brands. After the warranty expires, KIKO also provides technical assistance.
In the case of products with defects or defects, send us your article, by mail, to Sá da Bandeira Street nº39 – 1st Floor, 4000-433 Porto.
If the repair of your products involves costs for you (above €10), it will only start after approving the budget.
WHAT ARE THE DELIVERY EXPENSES?
KIKO sends its products in partnership with CHRONOPOST-DPDGroup (PICKUP POINTS/HOME DELIVERY), CTT, CTT Expresso, or others, varying delivery times depending on the region.
All shipments, regardless of the shipping mode chosen and the shipping supplier, have tracking number. This is a security for the customer and for the store as it makes the process more secure and controlled.
1- PORTUGAL CONTINENTAL:
1.1 PICKUP POINTS
For orders lower than 60€, the shipping cost is 4€.
For orders equal or above 60€ we offer the transport service
1.2 HOME DELIVERY
For orders lower than 100€, the shipping cost is 8€.
For orders equal or above 100€ we offer the transport service
2- EUROPEAN UNION, MADEIRA and AZORES:
For orders lower than 100€, the shipping cost is 15€
For orders equal or above 100€, we offer the transport service.
3- SHIPMENTS OUTSIDE EUROPEAN UNION:
For orders lower than 600€, the shipping cost is 50€
For orders equal or above 600€, we offer the transport service.
All our products are shipped from Portugal. Purchases made outside the European Union may be subject to a customs duty at the entrance of the country of destination. Payment of this tax is customer's responsibility.
KIKO is not responsible for delays or non-compliance with the contract for unforeseeable circumstances, such as disruption and/or total or partial strike of postal services and transportation or communication services.
We do not make deliveries in sections, since it is always necessary a signature of the person who received the packaging
FREE SHOP COLLECTION?
You can make your purchases in the online store and get up FREE at our stores in KIKO. To do so, when you are finishing your order, select the Store in Store option (PORTO, MATOSINHOS, MAIA, VILA NOVA DE GAIA, VIANA DO CASTELO, LEIRIA, LISBOA)
IS THERE A MINIMUM ORDER AMOUNT?
There is no minimum value.
WHERE CAN I ACCESS THE STATE 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 site and selecting the CHECKOUT option. On this page you will find various information, one of which is ORDERS.
HOW CAN I CHANGE AN ORDER?
You can change your order and shipping address on the ORDERS tab only during the purchase process. After order confirmation, you can not make changes.
HOW CAN I CANCEL AN ORDER?
After order confirmation, you can not cancel it.
WHERE CAN I MODIFY MY DATA (E-MAIL, ADDRESS, PASSWORD)?
You can change your data by clicking on MY ACCOUNT in the upper right corner of the site and selecting the CHECKOUT option. On this page you will find a lot of information being one of them PERSONAL INFO.
CAN I INDICATE OTHER DATA FOR BILLING OTHER THAN ME?
Yes. You only have to indicate them at the end of the order.
WHERE CAN I PLACE THE PROMOTIONAL CODE?
Occasionally, KIKO assigns 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 listing of the articles ordered.
HOW CAN I REQUEST A BILL?
The invoice will always be sent together with your order with the reference Final Consumer, however if you want a taxpayer number, please enter it in the NIF field when ordering.