Shipping policy

SHIPPING POLICY

1. DISPATCH
In-stock orders are dispatched within 1 to 5 business days after payment. Pre-orders are dispatched as soon as stock reaches us (see section 8 of our Terms of Service).

2. CARRIER AND TRACKING
We ship with DHL Express, UPS, DPD and CTT Expresso. The carrier is chosen according to the destination, weight and value of the order. Every order is tracked, and you receive the tracking number by email when it ships.

3. SHIPPING COSTS
Shipping costs depend on destination and weight and are shown at checkout before payment.

4. DESTINATIONS
We ship to most European Union countries, the United States and Canada. Available destinations are shown at checkout.

5. CUSTOMS, DUTIES AND TAXES
Orders shipped outside the European Union may be subject to import duties, taxes and customs fees charged by the destination country. These are the customer's responsibility and are not included in our prices or shipping costs. Refused shipments due to unpaid duties are refunded minus the shipping and return costs.

6. DELIVERY
Delivery usually takes a few business days after dispatch, depending on the carrier and destination. Delivery times are estimates given by the carrier and are not guaranteed.

7. ADDRESS ERRORS
Please make sure your shipping address is correct. Orders returned because of a wrong or incomplete address can be re-sent at your cost.

8. LOST OR DAMAGED PARCELS
Damaged in transit: check your parcel on delivery. If the outer box is visibly damaged, note it with the carrier when possible. Contact us at support@kizoku.pt within 7 days of delivery with clear photos of the outer box, the packaging and the product, taken before opening any seal. Keep all packaging until the claim is closed, as the carrier may need to inspect it. Damaged shrink wrap is only covered if the photos show it was caused in transit.

Lost parcels: if tracking shows no movement for an unusual period, or the carrier confirms the parcel as lost, contact us. We open an investigation with the carrier and, once the loss is confirmed, we send a replacement or refund the order. 

Transit damage claims made after opening the seal, or without photos, may not be accepted by the carrier and may be refused. This does not affect your legal guarantee rights.