FAQ
1. How Do I Change the Currency?
The currency you pay in depends on the country/region you are paying from and the payment method you choose.
You can change the default currency by clicking the currency option in the upper-right corner of our website and selecting the currency you would like to use for payment.
2. Why Was My Payment Declined?
We accept the following major payment methods:
- PayPal
- Visa
- MasterCard
- Klarna
- Afterpay
- American Express
- Diners Club
- JCB
- Discover
- Other major payment methods
If you experience any problems when paying by credit card, please check that your card information has been entered correctly, including:
- Card expiration date;
- Cardholder name;
- Security code on the back of the card;
- Billing address.
Please also make sure that you have not reached your card limit and that your card is not currently under review by your bank.
If your payment is still declined, we recommend trying a different card or another payment method.
If the above steps do not resolve the issue, please contact your bank or contact us and provide as much detail as possible, including any error messages, so that we can assist you.
3. What Should I Do If I Did Not Receive an Order Confirmation Email?
If you have not received an order confirmation email, you may have entered your email address incorrectly when placing the order, or the confirmation email may have been sent to your spam or junk folder.
You can log in to your account on our website to view your order information.
You may also contact us via Facebook Messenger for more information.
Our Facebook Page is:
KinovaFaith
4. Can I Cancel or Make Changes to an Order I Just Placed?
Changes can only be made if your order has not yet entered the processing stage.
Because we process orders quickly, changes and cancellations are not always possible.
If you would like to change your order information, please contact our Customer Service team as soon as possible after placing your order and provide the details of your requested change or cancellation.
If your order has not yet been processed, we may be able to modify or cancel it.
If your order has already entered the processing stage, no further changes can be made.
We strongly recommend contacting us via Facebook Messenger.
Our Facebook Page is:
KinovaFaith
This helps minimize any delays in order processing caused by order changes. Thank you for your understanding.
5. What Payment Methods Do You Accept?
We accept the following payment methods:
- PayPal Express
- PayPal Credit
- Klarna
- Afterpay
- Major Credit / Debit Cards
PayPal Express is a fast and secure online payment method that allows you to complete your purchase more conveniently.
If your payment details are already saved with PayPal, you can usually complete your purchase securely using only your email address and password.
6. How Do I Use a Coupon Code?
You can apply coupons and reward points to your order at checkout.
After entering your coupon code, click “Apply” and the discount will automatically be reflected in your order total.
Please note that if you do not click “Apply” before continuing to checkout, your order total will not reflect the coupon or reward point discount.
Notes
Please make sure that you enter the coupon code exactly as you received it, with no spaces before, within, or after the code.
To avoid errors, we recommend copying and pasting the promotional code you received.
Coupons cannot be combined. Only one coupon code can be used per order.
Coupons are subject to the applicable promotional terms. Certain products on our website may not be eligible for coupon discounts.
SHIPPING & DELIVERY
1. Do You Ship to My Country/Region?
In general, we ship orders to most countries and regions worldwide, except for certain islands.
If you would like more detailed information about our shipping coverage, please contact us via Facebook Messenger.
Our Facebook Page is:
KinovaFaith
2. How Long Does Delivery Take?
Delivery Time = Processing Time + Shipping Time
Processing Time:
3–7 business days
Shipping Time:
- United States: 15–20 business days
- Rest of the world: 15–20 business days
Please note: Shipping times are estimates and begin from the date your order is shipped, not from the date the order is placed.
Actual delivery may take longer than expected due to reasons including:
- Invalid or incorrect shipping addresses;
- Customs clearance procedures;
- Other circumstances beyond our control.
3. How Much Does Shipping Cost?
In general, the total shipping cost depends on the following factors:
- The shipping method you choose;
- The destination country or region;
- The number of items you order;
- The total weight and volume (size) of the package.
We offer free shipping on U.S. orders over $50 and European orders over $60.
The actual shipping fee will be displayed on our website.
We recommend adding the items you would like to purchase to your cart and checking the shipping fee. The system will automatically calculate and display the applicable shipping cost based on your order.
4. How Do I Track My Order?
When your order is ready to ship, we will send you an email containing the relevant shipping information.
After your order has been shipped, you can contact us at:
to obtain the latest shipping and tracking status.
RETURNS & EXCHANGES
For customized items, once the order has entered production or processing, we do not accept refunds or exchanges.
Customized items are made specifically according to your requirements and cannot be resold or reused for other customers. Thank you for your understanding.
If you are not 100% satisfied with a non-customized item you received, we are sorry to hear that.
For most non-customized items that remain in new condition, we accept return requests within 30 days from the original shipping date.
Return Process
1.
Please contact our Customer Service team and let us know which item(s) you would like to return and the reason for the return.
2.
After receiving return instructions from us, please securely package the item(s) using the original packaging.
3.
Drop off the return package at your local post office.
4.
Most returns are processed within 5 business days after we receive your package.
Once your refund has been issued, you will receive a confirmation email.
RETURN CONDITIONS
1.
You have 30 days to decide whether an item is right for you.
If you would like to return or exchange an item, please contact us within 30 days of receiving your order.
2.
The following items cannot be returned or exchanged:
- Customized items;
- Items purchased as part of a limited-time promotion.
3.
Returned items must be unused and in their original packaging.
We do not accept returned items that have been:
- Worn;
- Damaged;
- Washed;
- Altered or modified in any way.
4.
Items marked as non-returnable and free gifts cannot be returned.
5.
We do not accept returned items that have been sent back without a proper return request.
6.
We do not offer Freight To Collect (FTC) service for returned packages.
Return shipping costs are the responsibility of the customer.
7.
Please carefully check your return package before shipping it.
We are not responsible for any products returned to us that were not purchased from our website.
Note: Original shipping fees and Shipping Guarantee fees are non-refundable.
RETURN ADDRESS
If you wish to return any item, please contact our Customer Service team to obtain the nearest return address.
We will respond to your request as soon as possible.
Note: Please do not send your return to the address shown on your original package. That address is not our designated return address, and sending your return there may delay or affect the processing of your return.
WHAT IS THE STATUS OF MY REFUND?
If your refund is being issued to a credit card, the entire refund process may take approximately 10–30 business days, as your card issuer or bank will need additional time to process the refund.
We may issue the refund to your credit card account within 24 hours.
However, your card issuer or bank may still require 10–30 business days to process the refund and make the funds available in your account.
We are unable to control the processing speed of your card issuer or bank.
For more detailed information regarding your refund status, please contact your bank or card issuer directly.
We sincerely apologize for any inconvenience and appreciate your understanding.