FAQ
How can I contact Kazena?
You can email us at info@kazena.eu where our customer service team will be happy to help you with anything you need!
Do you ship worldwide?
Yes.
Where do you ship from?
We ship from Hong Kong and Bacelona, Spain.
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 placing your order. All requests after this time will be denied. Your order can be returned for a full refund after receiving 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 process during holidays and sales periods. We process orders between Monday and Friday. Orders will be processed within 1 to 3 business days from the order date and shipped the day after the processing date. 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 to 4 weeks to arrive.
What 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?
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 information upon receipt of 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 to 10 business days of receiving the returned item or your cancellation request. Contact your card-issuing bank if you have questions about when the credit will be posted to your account. If you haven't seen the credit reflected in your account yet, here's what you should 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 displayed on our site are tax-free in Euros, which means 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 about these fees, please contact your local customs office.