FAQ

Add the items to your cart, then click the cart icon at the top of the page to check out. Enter your delivery address, choose a payment method, and you will receive a confirmation email straight away.

No account is needed: you can order as a guest.

Yes. Payment is handled on Shopify's secure checkout over an encrypted (SSL) connection. We never have access to your card details: they do not pass through our servers and are not stored by K-Lina Shop.

The accepted payment methods are shown at checkout.

Check your spam folder or your "Promotions" tab first. If you still can't find it, write to contact@k-lina-shop.com with the name and email address used for the order, and we will check and resend the confirmation.

Yes, free of charge, provided you tell us within 24 hours of placing the order and the item has not yet shipped.

Email us at contact@k-lina-shop.com with the subject line CANCELLATION.

Contact us as soon as possible at contact@k-lina-shop.com. As long as the parcel hasn't left, we can correct the address. Once it has shipped, we can no longer intervene with the carrier.

Allow 3 to 7 business days for processing and preparation before your parcel is dispatched.

2 to 5 business days on average after dispatch, so roughly 5 to 12 business days in total between your order and its arrival.

Circumstances beyond our control — public holidays, weather, carrier delays — can extend this. We therefore cannot guarantee an exact delivery date: transit is the carrier's responsibility.

Yes, delivery is free on orders over €50. Below that, shipping costs are shown at checkout, before you confirm payment.

As soon as your order leaves our warehouse you will receive a dispatch confirmation email, together with the tracking number when one is available.

If you hear nothing once the stated window has passed, write to contact@k-lina-shop.com and we will follow it up with the carrier.

The destinations we serve and the corresponding costs appear automatically at checkout once you enter your address. If your country isn't listed, contact us and we will look at it case by case.

Yes. You have 30 days from delivery to request a return.

The item must be in the condition you received it: unworn, unused, with its tags and original packaging. You will also need the receipt or proof of purchase.

Important: items sent back without a prior return request are not accepted. Write to contact@k-lina-shop.com first.

For any order delivered within the European Union you have a 14-day right of withdrawal from the date of receipt, with no need to give a reason. The same condition requirements apply as for a standard return.

This right sits alongside our 30-day return policy: whichever is more favourable to you applies.

• Write to contact@k-lina-shop.com with your order number and the item concerned.
• If the return is accepted, we send you a return shipping label and instructions.
• Once we have received and inspected the parcel, we let you know whether the refund is approved.

• personal care and beauty products;
• perishable goods;
• custom or made-to-order items;
• hazardous goods, flammable liquids and gases;
• sale items and gift cards.

Unsure about a particular item? Write to us before ordering and we will give you a straight answer.

Once the refund is approved, the amount is credited automatically to your original payment method within 10 business days.

Your bank may then take a few more days to display it. If more than 15 business days have passed since approval, contact us.

The quickest route is to return the item you have and, once the return is accepted, place a new order for the one you want. That way it doesn't sell out in the meantime.

Inspect your order on arrival and contact us immediately at contact@k-lina-shop.com if the item is faulty, damaged, or not the one you ordered.

Attach a photo if you can: it lets us resolve the case far more quickly.

We favour a short selection over an endless catalogue. Every item — beauty and hair, wellness and massage, tech and accessories, home and comfort — is chosen for its genuine usefulness, its build quality and its value for money.

Most of our items are restocked. Write to us naming the product: we will tell you whether a restock is planned, and we can let you know as soon as it returns.

Yes. Every item we sell carries the legal guarantee of conformity and the guarantee against hidden defects provided for by the French Consumer Code. If something is defective, contact us: we will replace or refund it.

By email at contact@k-lina-shop.com, or through our contact form. Include your order number if there is one: it saves us a round trip.

Just write to us. No question is too small — and if it comes up often, it will end up on this page.