Frequently Asked Questions
Frequently Asked Questions
Once you have completed your order, you will receive a confirmation email. Once the order preparation process has started, you will receive an email from Ki Care, the delivery company, in which you can check the expected delivery date and track your order.
Please note that within Spanish territory (excluding the Canary Islands, Ceuta and Melilla) the delivery time for orders is between 2 and 3 working days depending on the population of
destination and the chosen payment method.
I have not received an email confirming my order, what should I do?
Please check your junk mail folder (spam folder). The order confirmation email may have been received in that folder.
If it doesn't appear in spam either, please write to us at hola@ki-care.com and we will reply as soon as possible.
I am not satisfied with my product(s), what should I do?
You can write to us at the email address hola@ki-care.com to let us know your case. We will do our best to find a solution.
How can I make a return/withdrawal?
To begin the return/withdrawal process, you will have to write to us at hola@ki-care.com indicating the order number and the product(s) you wish to return, within a period of less than 14 calendar days from the date of receipt of your order.
Once your request is received, you will receive an email with the instructions you must follow and the address to which you must send the product(s) to be returned, assuming the corresponding shipping costs, and within a period of less than 1 calendar day from the date of receipt.
date on which the request for return/withdrawal is communicated.
The right of withdrawal and return will not apply to sealed products that have been unsealed after delivery of the order. The returned product must be in perfect condition, as received, with its original labeling, promotional products and, in general, with everything that is associated with the purchase of the product.
Shipping costs will only be refunded when the right of withdrawal is exercised or the order is returned in full.
In the event that you have benefited from free shipping costs, due to an order for an amount greater than
€45, and you request a partial refund of the order which means that the new amount is
lower, the delivery cost that should have been applied will be deducted from your refund:
- €6 for orders delivered to the Peninsula
- €12 for orders shipped to the Balearic Islands.
The refund of the corresponding amount will be made within a maximum period of 14 calendar days after the consumer has communicated the decision to return/withdraw, provided that the return conditions have been met.
What payment methods are available?
To complete your purchase at the Ki Care store, you have several payment options: Visa, Visa Electron, Mastercard, Maestro
My payment has been declined, what should I do?
We recommend that you contact your bank for more information.
Don't worry, your order will not be registered until payment has been made. If you wish, you can place the order again using another payment method.
What are the delivery methods and times?
We work with our own logistics and deliver within 2 to 3 business days.
No, this page only ships to Spain. For other parts of Europe you can make the purchase through Amazon.
Can I change the delivery address of my order?
It is not possible to change your delivery address once your order has been confirmed.
My package(s) / product(s) are damaged, what should I do?
Please contact us at hola@ki-care.com
To speed up the process, take a photo of your package(s)/product(s) and attach it to the email, in order to expedite the process of resolving your case.
I have received a product that does not match my order, what should I do?
Please write an email to hola@ki-care.com, indicating the order number and attaching a photograph of the incorrect package/products.
How to use a discount voucher received by email?
All you have to do is place an order and add the code you received in the "Discount coupon" field that will appear during the purchase process. The discount will be applied automatically.