Frequently Asked Questions
How can I contact Kazena?
You can send us an email at info@kazena.eu where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yeah
Where are shipments made from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order may be returned for a full refund after we receive it.
What payment methods do you accept?
We accept major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are fulfilled and shipped from our warehouse. Additional time may be required for your order to be processed during holidays and sales seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the day after the processing day. Please note that we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take 2-4 weeks to arrive.
What happens if I don't receive my order?
If you do not receive your order within 30 days of shipment, you are eligible for a full refund.
How do I return an item?
Please contact us at info@kazena.eu
What if the items I received are defective/incorrect/damaged?
Please contact us if you have received incorrect, missing and/or defective merchandise. Please include your order number, photographs of the items and all related references when receiving your package. We will do our best to resolve your case as quickly as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or requesting a cancellation. Please contact the card-issuing bank if you have questions about when the credit will be posted to your account. If you haven't seen the credit on your account yet, here's what to do: Contact your bank/credit card company. It may take some time before the refund is posted to your account.
Will I have to pay customs and taxes?
The prices shown on our site are tax-free in Euros, meaning you may be responsible for paying duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order reaches its final destination, which are determined by your local customs office. Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by your country's customs department. For more information on fees, please contact your local customs office.
You can send us an email at info@kazena.eu where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yeah
Where are shipments made from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order may be returned for a full refund after we receive it.
What payment methods do you accept?
We accept major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are fulfilled and shipped from our warehouse. Additional time may be required for your order to be processed during holidays and sales seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the day after the processing day. Please note that we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take 2-4 weeks to arrive.
What happens if I don't receive my order?
If you do not receive your order within 30 days of shipment, you are eligible for a full refund.
How do I return an item?
Please contact us at info@kazena.eu
What if the items I received are defective/incorrect/damaged?
Please contact us if you have received incorrect, missing and/or defective merchandise. Please include your order number, photographs of the items and all related references when receiving your package. We will do our best to resolve your case as quickly as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or requesting a cancellation. Please contact the card-issuing bank if you have questions about when the credit will be posted to your account. If you haven't seen the credit on your account yet, here's what to do: Contact your bank/credit card company. It may take some time before the refund is posted to your account.
Will I have to pay customs and taxes?
The prices shown on our site are tax-free in Euros, meaning you may be responsible for paying duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order reaches its final destination, which are determined by your local customs office. Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by your country's customs department. For more information on fees, please contact your local customs office.