Frequently Asked Questions

Orders

  • How to Place an Order

    Placing an order is very simple:

    - Select the products you want to purchase at kikocosmetics.com and add them to your Shopping Cart.

    - Select the payment method (credit card, PayPal or COD).

    - Access your MyAccount, create a new account or continue as a Guest.

    - Enter the shipping address or change/confirm the shipping information if it has already been entered.

    - Enter the payment information and confirm the order.

    - The package is prepared for shipping.

    - The shipper picks up the package and it is sent off for shipment.

    - Relax: you will receive your package within the next 48/96 hours.

  • Can I order by phone / via email?

    We're sorry, but we only accept orders made through our official website www.kikocosmetics.com

  • Where are products available to purchase?

    You can find the products you want in the various categories (Makeup, Skin Care, Sun Care Products, etc..) and subcategories (for example: "Lipsticks") on the top menu or by entering a key word (for example: "Lipstick") directly in the search bar at the top left.

    You can refine your search further by selecting one or more filters from the side menu on the product page.

  • How do I add products to my Shopping Cart?

    Once you have found the product you want, select your preferred colour or shade and click the "Add To Shopping Cart" icon. A window will open to confirm your selection. If the product is temporarily unavailable, an "Online Soon" message will be displayed.

    If you want to purchase multiple units of the same product, click the "Add to Shopping Cart" icon repeatedly until you have reached the desired quantity. Click the "Shopping Cart" icon at the top right to see the products you have selected, change quantities or remove them. On the "Shopping Cart" page you can also select the payment method, add gift wrap and enter any promotional codes. Remember, the minimum purchase order amount is £25.

  • What does "Online Soon" mean?

    The "Online Soon" message means that a product or a particular colour / shade is currently unavailable and will be available again soon. In this case we recommend that you check the site regularly for availability.

  • I can't find my favorite KIKO product!

    Try searching for the product by entering a key word (for example, "Lipstick") directly in the search bar at the top left. If the product is not displayed, it may have been discontinued.

    This occurs mostly in the case of products that belonged to limited edition collections or that are "closeouts" of products being discontinued. We recommend that you check other similar products on our site or visit the KIKO outlet nearest you.

  • Is there a minimum purchase order amount?

    To access the "Shopping Cart" and complete your purchase, the minimum amount of your order must be £25.

  • How do I make a purchase?

    Verify that the products, colours and quantities entered in the Shopping Cart are correct. When you are sure of the items you selected, click "Proceed to Checkout." In order to complete the purchase, you will need to enter your login information into MyAccount.

    If you are not registered, create your MyAccount account and take advantage of free shipping; otherwise proceed as a Guest. In this case, you will be asked only for your email and shipping address, but you cannot take advantage of free shipping and you will not be able to check the status of your orders.

  • I want to change the shipping address associated with an order. What should I do?

    To change a shipping address or add an address other than the billing address, all you need to do is uncheck the "SHIPPING ADDRESS IS THE SAME AS ABOVE" box on the Registration page. Here you can enter and save multiple addresses where your orders can be sent. When you register with MyAccount you will be able to access the MyAccount section and then manage an address list where your orders can be sent. You can also change and add to your address list on the Order Summary page, by clicking "Add Address."

  • Where can I check the status of my order?

    Once you have registered with MyAccount you can always check the status of your order in the "My Orders" section

  • What does "order being processed" mean?

    The order has not been processed yet. At this stage, you can still cancel the order.

    When paying with a Credit card or PayPal, KIKO only carries out the transaction at the moment that the package is assigned to the courier. Up until that moment the sum is only "reserved" in the Customer's account. In the case of the order being cancelled, the amount will remain "reserved" by the Bank or By PayPal for a maximum of 25 days in the former case and 10 days in the latter. The sum will then be made available again in the Customer's account.

  • What does "order being prepared for shipment" mean?

    The order has been processed and has been prepared for packaging and shipment. From this point on, it cannot be canceled.

  • What does "order shipped" mean?

    The order has been delivered to the shipper and has been sent off for shipment. You will now receive an email containing a link you can use to track delivery of your package. The link will also be displayed in the "My Orders" section of your MyAccount.

  • What does "order delivered" mean?

    The delivery was completed, meaning the products were delivered to the customer at the address specified on the registration form.

  • How can I change an order?

    You can add or remove items from your order or change the shipping address only during the purchasing process. Once an order is confirmed, you can no longer make any changes to it. It is, however, possible to cancel an order that is "being processed" before it is picked up and proceed with a new order.

  • How can I cancel an order?

    You can choose to cancel your order within 30 minutes of confirmation by accessing the Private Area in the "My Orders” section.

    When paying with a Credit card or PayPal, KIKO only carries out the transaction at the moment that the package is assigned to the courier. Up until that moment the sum is only "reserved" in the Customer's account. In the case of the order being cancelled, the amount will remain "reserved" by the Bank or By PayPal for a maximum of 25 days in the former case and 10 days in the latter. The sum will then be made available again in the Customer's account.

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