Shipping policy
Shipping
Our products ship from our warehouses located in the United States, France and Hong Kong. The dispatching warehouse depends on stock availability for the model ordered. It is possible that your order will ship from a warehouse in a different country if the model ordered was only available there at the time of purchase. Our logistics are automated through Shopify to guarantee fast, efficient order processing. We carry out regular stock checks to guarantee the quality of our products.
Order processing
Orders are processed within 1 to 2 business days of purchase. During sale periods or times of high demand, this may be slightly extended. Your estimated delivery time will be confirmed at checkout.
Delivery times
Delivery takes between 8 and 12 business days, excluding weekends, public holidays and unforeseen carrier delays. Times are approximate and may vary depending on your location and local postal practices.
These times are provided as an indication only and may vary according to local delivery conditions and carrier availability. KIMEX currently ships to the United States. Any order destined for another country may be automatically refused. Please consult our Terms of Sale for the full list of restrictions.
Shipping charges
Shipping charges apply to all orders and are calculated based on your location and the size of your order. The applicable amount will be displayed at checkout, before your purchase is confirmed.
Order tracking
You will receive an email containing your tracking number once your order has been processed and shipped. Tracking information is updated within 24 to 48 hours of dispatch and remains accessible at any time on our Order Tracking page. You will also receive automatic email updates throughout delivery. Please check your junk mail (spam) folder if you have not received your tracking email.
If your tracking shows no information 48 hours after you receive your shipping confirmation, please allow a further 1 to 2 business days for the carrier's system to update. If no update appears after 5 business days, contact us at hello@kimex-store.com.
Lost parcels
In the rare event that your parcel is lost in transit, we will as a priority re-ship your order at no additional cost. Contact us at hello@kimex-store.com and we will resolve the situation quickly. Confirmation of loss from the carrier may be required before any re-shipment.
Incorrect address
We are not responsible for addresses entered incorrectly at checkout. Please ensure your delivery address is accurate and complete before confirming your order. If you notice an error, contact us within 24 hours of your order at hello@kimex-store.com and we will do our best to correct it before dispatch.
If the parcel is returned to us because of an address error attributable to the customer, we will offer you a re-shipment (re-shipping costs at your expense) or, failing that, a refund of the value of the item once the parcel is received, excluding the original shipping charges. We cannot be held responsible for additional shipping costs caused by an incorrect address.
Order cancellation
You may request cancellation of your order as long as it has not yet been processed by our warehouse, by contacting us as soon as possible at hello@kimex-store.com with the subject line "CANCELLATION" and stating your full name and order number. Once the order has been processed and handed to the carrier, cancellation is no longer possible. Return and withdrawal terms are detailed in our Return and Refund Policy.
Delays and force majeure
Delivery times are provided as an indication only and a delivery delay does not give rise to a right to a refund. KIMEX cannot be held responsible for delays caused by events beyond its reasonable control, including: natural disasters, pandemics, strikes, customs delays or carrier disruptions. In such cases, we will do everything possible to keep you informed and to limit any inconvenience.
Contact
For any question relating to delivery, contact our customer service:
KIMEX Customer Service — hello@kimex-store.com