SHIPPING PROTECTION
At Kikiva we always strive to make sure our customers are always being communicated with any issues that in the rare case may happen due to parcels being lost, stolen or damaged. We understand the frustration and disappointment that can result, which is why we offer an optional Shipping Protection service. Our aim is to offer you added reassurance and a swift resolution should the unexpected occur.
WHAT IS SHIPPING PROTECTION ?
The optional Shipping Protection service is offered by Kikiva to give your parcel protection for your peace of mind:
- Loss, theft or damage in transit.
- Resolution of shipping issues with just an email to us for further investigation.
- Order/item/s will be replaced.
Our Shipping Parcel Protection Policy is not applicable on gift cards.
Customers must opt in to our Shipping Protection Policy in the cart before checkout for the Shipping Protection Policy to apply. Our Shipping Protection policy is not transferable or redeemable for cash, and is not refundable.
By participating in our Shipping Protection policy, you agree that Kikiva reserves the right to modify or replace any part of these terms and conditions and terminate this policy at any time without notice.
WHAT IS COVERED BY OUR SHIPPING PROTECTION?
What happens if my parcel gets lost in transit?
There are times when parcels are not delivered within the standard time frames as specified by the shipping carrier. If this occurs, please contact our customer service team so we can open a missing / delayed parcel investigation. If they deem your parcel to be lost, Kikiva will replace items from your order. If the parcel is delayed and it still showing in transit a reasonable time will need to be allowed for the delivery to still occur. Please note, we do not offer refunds and this shipping protection offers a replacement of items/the order only.
What happens if my parcel is delivered to the incorrect address?
If the tracking details show your parcel has been delivered to an incorrect address and we are unsuccessful in retrieving your parcel, it will be deemed to be missing. You will be covered by shipping protection in this event and your items will be replaced. Please note, we do not offer refunds for parcels delivered to an incorrect address. Please be aware that if you have entered an incorrect or outdated address when placing your order, this issue is not covered by us. You will need to contact the carrier directly to request a change of delivery address if your parcel has already been dispatched.
What happens if my parcel is damaged in transit?
If your parcel arrives damaged by the shipping carrier, we will replace the item for you. In the first instance, please contact our customer service team info@kikivacollection.com to arrange to have your parcel sent back for investigation by our returns team. Once an assessment has been made, you will be contacted with a resolution.
What happens if my parcel is stolen after delivery?
If your parcel has been successfully delivered however is failed to be found and located due to potentially being stolen unfortunately this will need to have an investigation opened up which we will investigate this order to prove where this parcel has been left. Unfortunately shipping protection does not take responsibility for any parcels which are stolen once the parcel has been delivered to your location/address provided. We will need further proof of images from our courier/security cameras for this investigation.
What if I do not have Shipping Protection?
If you did not opt into our Shipping Protection with your order, please contact the shipping carrier directly to seek a resolution. Without Shipping Protection on your order, Kikiva will not be able to provide a replacement.
NOTE: To qualify for compensation for your order, kindly reach out to our customer service team at info@kikivacollection.com. We require an investigation and supporting evidence before we can proceed with your replacement order. Thank you for your understanding!
WHAT IS NOT COVERED BY OUR SHIPPING PROTECTION?
What happens if I have accidentally entered the incorrect delivery address on my order?
If an incorrect address is entered into your order and the parcel is subsequently delivered to that address, we cannot be held responsible for either the recovery or replacement of your order. Please be aware that if you have entered an incorrect or outdated address when placing your order, this issue is not covered by us. You will need to contact the carrier directly to request a change of delivery address if your parcel has already been dispatched.
What happens if my order has shipping delays?
In the unlikely event of a delay in your orders delivery time if your order is still in transit, this does not constitute as a lost parcel. The parcel must be first declared lost by the shipping carrier before a replacement is provided.
Can I get a refund on my Shipping Protection?
Once your order is confirmed, we are unable to change, edit, or cancel any part of it. Please note that Shipping Protection cannot be refunded or canceled after your order is placed. If you prefer not to use Shipping Protection, please make sure to deselect this option at checkout.
HOW DO I MAKE A CLAIM?
Making a claim is as easy as sending us an email. Simply send an email to info@kikivacollection with your order number, contact info and a description of the problem and our team will get back to you within 1-4 business days to investigate further.
Alternatively, if you have any other questions relating to your parcel protection policy, please also feel free to email us at info@kikivacollection.com with your order number.