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2-3 days
What are the delivery times and cost?
Spain and Portugal
24/48 working hours in the peninsula.
48/72 working hours in the Canary Islands, Balearic Islands, Ceuta, Melilla and Madeira.
Standard shipping: 5€
Free shipping for purchases over €80.
NOTE: Orders to the Canary Islands are shipped with an invoice excluding VAT. The import costs and the payment of the IGIC have to be borne by the buyer at destination. The delivery time will depend on the estimated waiting time at customs: 72-96 hours, Las Palmas and Tenerife, otherwise 48 hours.
Rest of Europe
5-7 working days
Standard shipping: 8€
Free shipping for purchases over €80.
NOTE: In the UK there may be possible additional customs and taxes from the destination country are beyond our control and NOT included in this price, so they must be assumed and processed by the buyer and paid at destination. The delivery time will depend on the estimated 5-7 customs lead time.
Orders placed on weekends or holidays are processed during the next working day. Keep in mind that during sales periods, promotions or special campaigns, the processing and delivery times of orders may be longer.
How do I check the status of my order?
From your KUORA user account you will be able to see the status of your order at all times, and once the transport agency has received it, it will be they who will provide you with the delivery information of your order. In order to modify the delivery you must contact them.
Can I make changes to my shipping information?
If the order has not been processed yet, you can change the delivery details from your user account. If the order has already been processed, it is not possible to change the delivery details and you must contact the transport agency in order to agree with them to change your address or change the receipt of the shipment to a delivery point that they will provide you.
Can I modify/cancel my order?
You can modify/cancel your order as long as it has not been processed and shipped. Contact us through info@kuora.com with the details of your order and what happened so that we can solve it as soon as possible without incurring any cost.
Please note that if the order is ready to be shipped or in the hands of the carrier, we will no longer be able to cancel or modify it. In any case, remember that you have 30 days from delivery to easily return items you no longer want.
What happens if I am absent from home on the day of delivery?
Please note that if you are absent at the time of the first delivery, the transport agency will try to contact you to arrange a second delivery. If you are also absent in the second delivery, the order will be delivered to the delegation in your area so that you can pick it up.
Can I receive my order in the time slot of my choice?
You can leave your preferences for delivery times in the carrier feedback box before finalizing your order. While we know that they do their best to be able to deliver within the specified time, they may find it difficult to fulfill this depending on the carrier's route.
What do I do if I haven't received my order?
If you have received your order from us after 7 working days from the shipment notification, there may be errors in the shipping details such as the incorrect address, or the carrier may have made two failed delivery attempts.
In that case, write to us at info@kuora.com and we will help you solve it.
What happens if the delivery could not be made?
When an order has not been able to be delivered for reasons beyond KUORA's control or the shipping company and more than 15 working days have elapsed after the first delivery attempt, the package will be returned to our facilities. We will automatically refund the full amount of your purchase within 15 working days of receiving the order, except for the costs incurred by the return.
Can I return a product?
Yes, you have 14 days from receipt of your order to request an exchange or return on your order.
If you have received a damaged, defective product or does not match the reference purchased, contact us via email info@kuora.com with the order details and indicating the defective or incorrect references and our customer service team will get to work to solve it as soon as possible.
If you have changed your mind about your order or any of the products, please write to us at info@kuora.com with your order details and the reason for the return. Please note that in order to process the return, the following conditions must be met:
— Products must be returned within 14 business days from the date of receipt of the order by the customer.
— Products must be returned in their original box/packaging sealed.
— Products cannot have been used.
Products that are in poor condition will not be accepted.
Is there a cost to return an order?
As long as you present your products in perfect condition and in their original packaging, we will refund the corresponding amount to the same payment method you used during the purchase. Please note that returns processed after 14 days from the date of purchase will not be accepted.
In the case of defective or incorrect products you will not pay the return costs, and the handling and transport costs will be borne by KUORA. But if you return the order because you have changed your mind, that return will have a cost of 7€ for the transport agency that will manage the return.
When will I receive my return refund?
The corresponding amount will be refunded to the original payment method. We do not make refunds to any card or account other than the one used during the checkout process. Once the refund order has been processed, you will receive an automated email for your information.