1. What is your return policy?
More information, you can check our return & exchange policy:
2. What if I did not receive the order?
For orders within 2 months:
Customer responsibility: Input wrong address, etc.
we will issue a 50% refund of the order, shipping fee are non-refundable.
Kistania responsibility: Full refund or resend for products you did not receive.
For orders over 2 months:
The order is valid for 2 months, overdue requests won’t be accepted.
If you don't receive your order within estimated delivery time please contact us via email [email protected] with providing your order number. We will help you to solve this issue。
3. Why my payment was declined?
If you have trouble paying via credit card: Please check the details of your card info to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In case your payment is still refused, we suggest you try a different card or payment method.
4. Can I use more than one discount code?
Each coupon has its own expiring date and each order can only accept one coupon.
5. How to cancel the order?
You can log in your account to cancel the unpaid order directly; or you can contact our customer service to cancel the order.
6. How to track order?
After shipping the order out, we will email you the tracking number and link. Sometime the email may go to the junk box. Please have a check. If you still not receive, you can contact our customer service.
7. Why was my order divided into two or more packages?
Orders might be divided into different packages due to a difference in processing time or there are too many items in your order which need to be divided according policy of carrier.
8. The tracking information hasn‘t been updated for a long time
As it is international shipping, the shipping will take some time to be updated when it is in transit or in the customs checking. Also it will take time to get the updated info from the shipping company. We will try our best to help updating info for you.
9. What is the process if items are missing?
If you did not receive your items or find out there is missing items. Please contact us via email [email protected] with providing your order number. We will help you to solve this issue.