K-CV SHOP  FAQS

 

K-CV Shop Frequently Asked Questions 

From the e-store menu, you can select a specific product category. Refine your search by selecting colors, materials and styles.
Once you have added the items to your shopping bag, you can verify your selection, modify it and proceed to checkout. To complete your purchase, simply enter your shipping address, your billing address and select a payment method.
You may also place an order on the Kenya-ChildVision website by logging in through the My Account section.

At check-out, in case your order contains more than one item, the option to receive the products separately by means of multiple shipments, is already pre-selected.
Should you not change this option, you express your agreement to receive the products separately as soon as they are ready for shipping.
If you wish to receive the entire order as a whole, as soon as the last item is ready for shipping, please simply flag the relevant option.

The e-store offers a selection of products from the latest Kenya-ChildVision collections, and the catalog is updated regularly with new arrivals..
For more information about sizes, you can check the size guide on each product page.

We accept all major credit cards and the other payment methods expressly indicated in this website.

The amount of the products you ordered will be charged -according to the selected payment method- after we have verified your card details, as each confirmation e-mail is sent which notifies that the product is ready to be shipped.

Kenya-ChildVision features the most advanced security systems to protect your payment details, guaranteeing absolute security for all transactions.
You will be charged in the same currency as the prices displayed at checkout. The order total includes any shipping costs, taxes and duties.
You will receive a payment receipt for orders placed on our website.

The buying process is completed when you click the Buy Button, confirming your order (hereinafter the “Order”). A copy of the Order will be sent to both Kenya-ChildVision and to the email address provided on your order form. Once you have confirmed your Order, its content can no longer be changed.

Before confirming your order form, you must read and agree to the General Terms and Conditions of Sale published on this website, saving them on your device or printing them. Please also make sure you fill in the mandatory field relevant to the acceptance of the Privacy Policy.

If you do not receive an email acknowledging your order within 24 hours from completion, please contact us to verify if the order was correctly received.

If at check-out you have agreed the pre-selected option for receiving multiple shipments and only a part of the products you ordered is available, Kenya-ChildVision will ship you only such products and cancel the rest of the order, informing you by sending you the relevant cancellation email.

If, on the other hand, at check-out you have selected the option to receive the entire order as a whole and only a part of the products you ordered is available, you will be contacted by Kenya-ChildVision so as to decide whether you agree of receiving your order partially or if you prefer cancelling it.

The Order will be confirmed only when Kenya-ChildVision sends the confirmation email to the email address indicated on the order form. Kenya-ChildVision will send you the relevant confirmation email for each Product as soon as it is ready to be shipped.

The mails will contain a confirmation and summary of the Order in relation to any Product ready to be shipped, such as: product description and information as well as the total price of the order, including taxes and any shipping costs.

If at order check-out you have agreed the pre-selected option for receiving your Order as multiple shipments, Kenya-ChildVision will send you a confirmation email each time the shipment of a product takes place.

Please note that Orders are typically delivered between 2–4 business days from the moment the order confirmation e-mail is sent by Kenya-ChildVision

Once the package is shipped, you will receive a confirmation e-mail with the tracking number from our courier.

Please be reminded that the courier delivers Monday to Friday during business hours and requires a signature upon delivery. For more detailed information, please see the “Shipping” section.

As per our General Terms and Conditions of Sale, once an Order has been submitted it cannot be further modified or cancelled.

At any rate, if you need to cancel your purchase, please contact us as soon as possible to inquire into details. Should the order have already been shipped, please consider that you may still request a return by following the instructions in the “Returns” section.

No cancellations are possible for Personalized Products based on the definitive nature of their customization, that we perform expressly according to your wish.

For security reasons, we cannot change the items in your order or the shipping or billing address. If you notice any mistakes in the information provided, please contact our Client Service.

You can contact us at +49 1521 1484 660 (from Monday to Saturday from 9 am to 8 pm  Central Europe Time), by e-mail at info@kenya-childvidion.org

 

How to make a pre-order, you have the opportunity to pre-order  a selection of products  prior to their commercial launch, distribution or in -market  placement.

All products that can be pre-ordered are expressely identified as “Pre-Order Product ”  on the website and hereafter

You can purchase these items and receive them up to the delivery date indicated on the product page, i.e. within 8 (eight) weeks from the sending of the confirmation email.

Should your pre-order also contain a non-pre-order product, the items will be shipped in multiple shipments as soon as they are ready to ship.

The amount of pre-ordered products will be calculated in advance once each  corresponding confirmation email is sent from Kenya-ChildVision , although these products are not yet ready for shipment.

On the other hand, the amount of any non-pre-ordered products will be calculated at the time of shipment, once the corresponding confirmation email is sent.

Upon each shipment you will receive an email with the shipment’s tracking number so you track it on the courier’s website.

The shipping method is selected by the customer from the dropdown menu and the amount is displayed in the shopping bag.

The courier cannot deliver to PO boxes or general delivery addresses.

Both in case you have agreed the pre-selected option for receiving multiple shipments and you have opted for receiving the entire Order as a whole, a tracking number from our courier will be assigned to each relevant shipment. You will receive an e-mail with the tracking number and a link to track the packages.

You can also access this information in My Account.

Deliveries are made Monday to Friday during business hours. Since the delivery of goods must be confirmed by the parcel service with a signature, we recommend that you provide a shipping address  that you or a person you trust will be available during the day.
If no one is present to sign for delivery of the package, DHL leave a notification with a contact number. If you need help to reschedule the delivery, please contact us

We ship Worldwide
 

The following is required to make a return:

  1. Submit a request by accessing the “Returns” section on the website, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order;
  2. Complete the online form with the information requested, including: the details of each item, the exact quantity of items that you would like to return and the reason for the return;
  3. Attach the adhesive label provided, which includes our return shipping address, to the outside of box. This label was already included in the original package at delivery.
Inside the order package, you will also find a return form containing all of the necessary information to request your return and for shipping.
Before completing the return, it is important to verify that the return meets the conditions indicated above and in the General Terms And Conditions of Sale.
 

The following is required to make a return:

  1. Submit a request by accessing the “Returns” section on the website, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order;
  2. Complete the online form with the information requested, including: the details of each item, the exact quantity of items that you would like to return and the reason for the return;
  3. Attach the adhesive label provided, which includes our return shipping address, to the outside of box. This label was already included in the original package at delivery.
  4. Write an email to info@kenya-childvision.org  to ask for a pick up of your return parcel. In doing so, please specify your pick up address, telephone number, and preferred date that will have to be confirmed by our courier.

By following these instructions, our courier will proceed to pick up the package without any additional fees. Otherwise, you will be responsible for the shipping cost and we will not be liable for any loss, damage or theft associated with the return shipping.

If compliance of the return is confirmed, the amount of the returned goods will be credited on the same tool originally used for payment.

The return process takes about 7 days, then we will send you a refund confirmation email.

For any questions or further information, please see our General Terms And Conditions of Sale.
or contact Kenya-ChildVision Customer Service by e-mail at info@kenya-childvision.orgor by phone at +49 1521 1484 660.

 

If for any reason you are not satisfied with the products purchased on our website, we offer free returns within 14 days from delivery or collection.

Before requesting a return, please ensure that the items comply with our General Terms And Conditions of Sale.

Items purchased may not be exchanged and, therefore, if you would like to exchange your purchase, you can return the item under the terms and conditions of sale described herein and proceed with a new order.

The products must be returned in the same condition in which they were delivered. Please make sure that they are intact and complete, never worn, used or damaged in any way and that they are returned in their original package with all tags attached. In case a product was provided with a security tag, the return of this product will not be accepted if the original security tag has been removed, broken or damaged.

We also inform you that based on security and hygienic-sanitary reasons, perfumes cannot be returned if the sealing cellophane and the original packaging have been opened, damaged, altered or removed.

If you have encountered any issue with the products you received but do not wish to make a return, please contact Client Service. We will be glad to assist you in finding the best possible solution.
 

Benefits for registering  form My Account

with My Account  you have the opportunity  to use  a series  of exclusive  services  for an improved  and even  more pleasant  shopping experience:

 

  • Save multiple billing and shipping addresses to speed up the checkout process
  • Save your credit card details to pay faster.
  • Store order history , track order status  and conveniently request returns.
  • Sign up for our newsletter.

 

Recover your My Account password in all the sections where you can log in. You can access a “Forgott your password” link to receive an email with a link to create a new password.