Delivery & order:

- Why buy from us?

✔️ All online orders are 100% secure via SSL encryption protocol.

✔️ Free delivery for a limited time and easy returns.

✔️ Professional customer service in French available 7 days a week to provide you with support throughout your purchase.

✔️ An Unbeatable Guarantee: 100% Satisfaction Guarantee or Money Back Guarantee.

- When will I receive my order?

Delivery times France and Western Europe:

The processing time of your order, the design of the products and the delivery of your order require our team to take between 9 and 14 working days* . Our team strives to do everything possible to ensure that you receive your order as quickly as possible.

*These deadlines do not take into account possible delays caused by administrative decisions (eg: customs control), by strikes, or other circumstances which are beyond the control of Kyliams.

Also note that if you do not receive your order within 30 days of purchase (maximum time), we will refund the item in question and you will be able to keep it once delivered.

- How much is shipping ?

Delivery is completely free for the following countries:

France (excluding overseas territories) , Belgium, Switzerland, Luxembourg, Canada

- How to track my order ?

Once your order is placed, you will receive a E-mail confirmation containing your customer number starting with (#1...).

From there you can use this number to check the status of your order on our page order tracking .

You will also receive your postal package tracking number as soon as your order has been shipped (48 hours on average).

Thanks to this postal parcel tracking number, you will be able to track your order on the official post office website .

If it has been more than 7 days since the tracking of your postal package has changed, you can contact us to obtain more information on the progress of your order.

- Where is my order tracking number?

A shipping confirmation email containing your tracking number will be sent a few days after purchase.
However, this email may have arrived in your spam folder. We invite you to check carefully before contacting customer service.

- What should I do if I am absent when my order is delivered?

In general, when it is a small package, the delivery person places the order directly in the mailbox without asking the recipient for a signature.

It is also possible that a notice will be left in your mailbox.

This form will indicate the day and time the delivery person will arrive, as well as the post office where you can collect your package.

To be able to collect the package in question, you will need to go to the indicated post office, with the delivery slip left by the delivery person, your package tracking number and an identity document .

- I placed my order but I have not yet received a confirmation email.

First, check that you haven't received this email in your spam folder. If you still can't find it, don't panic, contact our customer service and we will help you!
(In the majority of cases this is due to an error in your email address when placing the order)

- I can't place my order

Here are several solutions that can resolve your online ordering problem.

1. Check if you have the necessary balance in your bank account.

2. Clear the cache of your internet browser or smartphone .

3. Use another internet browser such as Google Chrome, Mozilla Firefox or use a laptop/phone .

If the problem persists, we suggest you contact your bank to clarify the problem.

- What precautions should be taken during delivery?

Upon receipt of your order, it is important to carefully check that your package has not been damaged during transport and that the product is in perfect condition (and, if applicable, to note this damage detailed on the delivery note of the carrier). This verification must be done at the time of delivery and in the presence of the driver. We recommend that you keep the packaging , it can be useful in the event of returning the product, and is essential if you wish to benefit from your right of withdrawal.

- I received an import tax

Kyliams ships its products worldwide legally. However, buyer is responsible for their country's import taxes, we take no responsibility.

- My package has been shipped but I still have not received it, what should I do?

First check the tracking of your package via the link to your tracking interface which was sent to you by email after your order . If this is indicated during delivery, we invite you to wait until the scheduled delivery date. If your package is pending with the carrier, we invite you to collect it from the address indicated on the delivery notice. We also ask you to check on your order tracking that the delivery address indicated on your order is correct.

- How can I use a discount code?

If you have a valid discount code, enter it in the 'Discount Code' box during the checkout process, and click 'Apply'.

Cancellation & return :

- My order has been shipped, can I change the delivery address?

Please note that your delivery address cannot be changed once your order has been prepared or shipped.

- Can I modify my order?

Yes, as long as your order is not “ processing ”.

- Can I cancel my order?

It is entirely possible to cancel your order! If the order is already being prepared, the cancellation costs will however amount to 40% of the purchase price. Do not hesitate to contact us by email at contact@kyliams.com : our team will do its best to meet your needs!

- The item received does not suit me, can I be refunded?

Of course, you can return your ordered items to us within 14 days of receipt. Provided that they have not suffered any damage or wear whatsoever and are in the same condition as on the day of receipt. Simply contact us and we will give you the details of the procedure to follow, you will be reimbursed 100%, but the return costs will be your responsibility.

We invite you to see our returns policy page for more information. Return Policies

- What should I do if my item arrives damaged upon delivery?

We pay the greatest attention to the quality of our products, but damage or defective product is always possible. Report the nature of the problem to contact@kyliams.com by attaching the order references, a brief comment, as well as photos highlighting the damage. We will take care of the problem as soon as possible.

We take this opportunity to advise our customers to pay attention to the condition of the package during delivery. If the package shows the slightest trace of shock, crushing or other, it is preferable to have it noted by the delivery person and note it on the delivery slip.

- I am not satisfied with my order, can I get a refund?

Quite. If this situation arises, contact us. You have 14 days from receipt of the goods to request a full refund from us and return the product as is . The return costs are your responsibility. Contact us first and consult our Return Policy .

- Are return costs covered?

We inform you that the costs of returning an entire or partial order are the responsibility of the buyer. "The law does not require the seller to cover the costs of returning an item for which the customer asserts his legal right of withdrawal, unless the seller has failed to inform the customer of this legal provision (article L. 221-23 of the Consumer Code, the seller therefore has an interest in informing his customers in his conditions of sale).

For more information, we invite you to read our general conditions of sale .

- I made a mistake when ordering, can I change it?

You have 24 hours to modify your order. If you exceed this deadline, we decline all liability and no refund or reshipment of a new package "at our expense" may be required.

Security :

- How do I know if my payment is secure?

When you purchase online using your credit card, all of your information is entered into a secure SSL web page. Your information is then SSL encrypted and sent directly to our payment service provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers in any way.

- What payment methods are available?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. However, we do not accept checks, money orders or bank transfers.

- Why “https” is important?

The HTTPS protocol is used when the address of the web page you are visiting begins with "https://". There is sometimes a padlock next to the address (depending on browsers). When the connection to the web page has been successfully completed using the HTTPS protocol, you should not see any alert symbol or warning text displayed by the browser; it is then customary to consider: that the data (especially the most sensitive: passwords, bank card numbers, etc.) which pass between your browser and the website are encrypted (encryption prevents a third party intercepts sensitive data on the network only the pages you read are those published by the owner of the domain name (terre-des-loups.fr in the illustration above), in other words , that the official domain name has not been misused to publish a counterfeit site.

Other Questions

- “Bulk” order

If you would like to order in bulk, email our team at contact@kyliams.com

- Where do your products come from?

Our producer and our warehouses are located in China. We always carefully control the quality of the products we offer you.

- When will I be charged?

You will be debited once you have finalized your order on the site.

- Can I combine my discount codes?

No. Except in exceptional cases, we only accept one and only one reduction code per order.