Order:
1. How can I reach you?
If your question has not already been answered here in the FAQs, please send us your query using our >>contact form<<.
We will usually get back to you within 48 hours!
2. I have not received an order confirmation!
If you have not received an order confirmation, please check whether this may be due to the reasons listed below:
- Spam folder check: The order confirmation may have ended up in your spam folder. Please check this folder in your email inbox.
- Email address verification: There may have been an error when entering your email address. In this case, it is recommended to contact customer service using the >>contact form<<.
- Problems with the ordering process: If the ordering process was not completed successfully, for example due to payment problems, this could result in no order confirmation being sent. In this case, it is also recommended to contact customer service using the >>contact form<<.
It is important to review these possible reasons to ensure that the order confirmation was delivered properly and any issues can be resolved.
3. Can I still cancel my order later?
As long as your order is not yet in production, you can still cancel it. If cancellation was no longer possible, alternative steps are recommended:
- You have the option to refuse to accept the delivery. This will return the package to the sender.
If the package is still delivered, you can return the order.
After we have received your return, the invoice amount will be credited or refunded. These are common measures to ensure that customers who wish to cancel an order have appropriate options and the return process goes smoothly.
4. Can I still change my delivery address?
No! Unfortunately, once you have placed your order, the delivery address can no longer be changed.
Shipping and returns:
1. Does Koenigstein also offer express shipping?
We do not currently offer express shipping.
The standard shipping time is 14 days, as all products are handmade.
2. I entered an incorrect address, what happens now?
Once you have placed your order, the delivery address can no longer be changed.
If the package has already been sent, you can try to redirect the package to a parcel shop directly via shipment tracking.
If this does not work either, the package will be returned to us as undeliverable.
In this case, please simply place the order again. The other will be canceled by us after the return has been made.
3. My delivery arrived defective or incomplete. What can I do?
If your package appears intact on the outside but contains defective or incomplete goods, please contact our customer service. The best way to do this is to use our >>contact form<<.
If the package also shows external damage, it is best to report this directly to the courier and refuse to accept it. If it is too late for this, please take clear pictures of the damage and send them to us by email to [email protected].
Please do not throw away defective products under any circumstances!
4. How do I return an item?
If you would like to return an item, please contact our customer service.
The best way to do this is to use our >>contact form<<.
It is important to emphasize that items and sets must be unopened, complete and unused.
Please note that we only provide the returns label digitally. Sending by post is not possible.
Always make sure that your shipment is well and safely packaged and cannot be damaged during transport.
Note: Credits will only be issued if the return has been received in full. This also includes the exclusive goodies we send that belong to specific products, as these goodies are expressly tied to the purchase of a specific product. Of course, free samples are excluded from this regulation. You can keep these in any case.
As soon as we have received your return and checked it accordingly, we will send you a confirmation by email. The invoice amount, including shipping costs, will then usually be refunded within a few working days.
Please note that processing returns can take up to 14 days. It is therefore essential that you keep your proof of posting until the credit has been received.
Payment:
1. What payment options do I have at kng.st?
In general, the payment options PayPal, instant transfer and credit card are available to you.
2. I have selected an incorrect payment method. Can I still change that?
As long as your order is not yet in production, you can still cancel it.
If cancellation was no longer possible, alternative steps are recommended:
- You have the option to refuse to accept the delivery. This will return the package to the sender.
- If the package is still delivered, you can return the order.
After we have received your return, the invoice amount will be credited or refunded. These are common measures to ensure that customers who wish to cancel an order have appropriate options and the return process goes smoothly.
3. My payment with Paypal was canceled - what now?
If your payment via PayPal was not completed successfully or the process was interrupted due to a longer loading time, there is no active order.
Your order attempt will be automatically canceled shortly.
We ask you to place the order again.