Frequently Asked Questions

If your questions aren’t answered here, please contact us at ken@kenzville.com. We’re happy to assist.

Why do I need an Account?

You can purchase from our website as a guest. However, it is always advisable to have an account for your shopping. It allows you to: Check the status of your current order and order history, contact customer support for general assistance, Check your shipping and payment information, Add an item to ‘My Cart’ so that you can purchase it in the future and Manage your coupons. It is convenient for a registered member to make orders and access some feature of the website. Please register with your personal information including your name, address and a valid email address and please ensure all provided information is accurate and up to date.

What should I do if I forget my password?

In case you have forgotten your password, simply click on “Forgot my password” and enter your email address, the automated system will send you an email immediately, follow the instructions and you will be able to reset your password easily.

What payment methods are available?

At kenzville, we accept several payment methods. You can complete your purchase with PayPal or any major Debit or Credit card provider. All payments must be received in full prior to dispatch of goods or issuance of a coupon. In case your payment is declined by your bank, credit card issuer or our website, Kenzville will not fulfill your order.

How do I redeem a coupon code?

Please click on “continue”, and you will be redirected to a new page where the coupon code can be redeemed. The code needs to be entered exactly as advertised with any capital letters and spaces.

How do I know if my order is successful?

Please kindly log in to your account, and click ‘my orders’, wherein you can check your order history (order number, total amount), order details (shipping address, size, color, quantity etc.) and order status (confirmed, processing, shipping status etc.)

What does my order status mean?

The status of “confirmed (order received)” means you have successfully completed the payment and your order is confirmed by kenzville. Only in this status will you be able to make any changes and/or cancel your order. The status of “dispatching” means your order is in dispatch, at this stage, any request to change or cancel your order in invalid. The status of “shipped” means your order is dispatched for delivery and is already on its way to you!

How can I cancel my order?

Our cancel policy will be different based on the situation. Details are as follows: – For orders cancelled within 24 hours of your payment, we offer a full refund. For orders cancelled after 24 hours but less than 5 days of your payment, we will offer a partial refund after charging a 15% cancellation fee. – For orders that have been shipped, we will NOT accept order cancellation requests. You will need to receive the order and then send it back to us for a full refund. The return shipping fees will be at your own costs. Please refer to the next question/answer “How to return/exchange an item?” below. Please Note: Once you decide to cancel your order, you need to submit a help ticket to customer service so that we can take care of your request as quickly as possible.

How long does it take for my order to be dispatched and delivered?

It takes 2-5 days for orders to be dispatch and another 7-21 business days for package to be delivered to customers.  If the package is not delivered within this specified time, feel free to contact our customer support team for an update. Once the items are shipped, you will receive an email including details regarding shipping confirmation, tracking number(s) and delivery time. You can also check the status in ‘My Orders’. Note: shipping time does not include the dispatch time which is general 3-5 working days.

What Shipping Methods do you Offer?

We currently offer Standard International Shipping however, we also working on the express option.

How to Track my Orders?

Once your is shipped out, we will send you a shipping confirmation email that includes your tracking number and link which will help you track your package. Alternatively, you can also find the tracking information under “My Orders” section.

Are there any additional fees involved in International Shipping?

In a few cases, shipment may be subject to import taxes, custom duties and fees which are levied once the shipment reaches recipient’s country. Additional charges such as custom clearance must be met by the recipient. Unfortunately, kenzville has no control over any such charges nor can we estimate what these additional charges may be as it depends on the custom policies and varies widely from country to country. For more information you may please contact your local customs office. Note: When customs clearance procedures are required, it may cause delays beyond our scheduled delivery period

What is your Returns & Refunds Policy?

If you have received your item and there seems to be something wrong with it and want to claim a return or refund, the “Returns & Refunds Information” section will get you started in the right direction. We always take care in selecting high quality and trusted goods to offer them for sale on our website, however, sometimes things don’t quite go according to plan. If there is something wrong with the item you received, please contact us at support@kenzville.com. You will need to provide us with images of your defective or damaged item. On confirmation we will send out a replacement immediately but refunds are mostly handles on a case to case basis.

What should I do if items received are not satisfactory?

If you are not satisfied with the item and want to request a refund, firstly please check our Return Policy to ensure if the return is applicable for your order. Secondly, you have to claim your refund within 7 days from delivery date. Thirdly, you may be eligible for a refund or exchange depending on your situation and the type of item you purchased. At Kenzville, we reserve all the rights to charge a handling fee on all items returned for non-quality related issues. Note: The original shipping cost will not be refunded under any circumstances.

What should I do if an item in my order is missing?

For logistical reasons, items in the same order may be sent in different packages so some items may get to you faster than the others. You may receive one parcel before the next so do not panic if you don’t receive all of your items together, they are on the way! If you are certain that an item is missing from your order, please contact us at support@kenzville.com as soon as possible. We will be happy to help track it for you. If it is confirmed that the item is missing, we will either refund you or send a replacement.

How soon will I receive my refund?

In most cases we will refund your money witching 5 business days after your refund has been processed. The refund will be credited to your account that you used to pay for the order. PayPal refunds are instant but refunds to you credit/debit cards can take up to 5 business days..