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FAQ

Frequently Asked Questions

Do you ship to my country?

Most likely yes, with a few exceptions. You can proceed to the checkout and our system will let you know. To see if we deliver to your country and the prices please click here.

Where Is My Order?

Standard orders are subject to a 1 - 2 day processing time (unless you have selected a nominated delivery service). Once your order has been dispatched you will be sent an email which contains your tracking number. You can also track your order here.

Please add orders@kionii.com to ensure that your tracking email does not go to your junk folder. Also ensure you provide your correct email address when placing the order otherwise this will prevent the confirmation and tracking email from reaching you. If it has been more than 4 working days (Please allow this timeframe during busy sale periods) since you placed your order please check your Junk/Spam folder otherwise contact us here with your full order name so we can help you.

However, be aware that pre-orders or custom orders can take up to 30 days, this is stated on the particular product/item.

Please note, if you have a mix order of pre-orders / personalised and items that are in stock. Your whole order will be shipped when everything has arrived. If you need certain items before your preorder / personalised items are ready, extra postage would need to be purchased. We recommend that you either place separate orders, or contact us to pay extra shipping. The reason for this, is to avoid any confusion at the time of delivery with not having all items delivered at once.  

My Promotional Code is Not Working?

If you are using a promotional code please check the dates in which the code is valid to and from. All promotional codes are not to be used in conjunction with any other codes. If you are still experiencing problems please contact us.

What are your Jewellery made out of?

Our jewellery is stainless steel gold plated some are gold filled. Our products does not contain nickel and lead. However skin allergies are advise not to use.

What should I do if I have problems placing my order?

Please contact us, details are on the Contact us page.

Where’s My Confirmation/Dispatch Email?

If you successfully placed an order and did not receive a confirmation email, it is likely that the email you entered may be incorrect. Please contact us.

How Do I Change My Address or Email?

If you placed an order and inputted the incorrect shipping address, we can still change this for you provided we have not already sent your item. Please contact us.

How accurate are the product images on the site?

The images are very accurate and have a zoom function so the item can be viewed in more detail. However please note that different displays and lighting on devices may alter colour slightly.

How accurate are the measurements listed on your Web pages?

We do our best to ensure measurements and diameters are as accurate as possible.

Do you share my personal information?

Your personal information isn’t supplied to any third parties and your details will be kept confidential. No third parties have access to our customer list.

How do I get you to stop emailing me your newsletter?

All you need to do is click on the link at the bottom of the newsletter and unsubscribe.

How can I pay for my order?

We accept payment using all major credit and debit cards.

Which credit and debit cards do you accept?

We accept Mastercard, Visa Debit, Visa Delta, Visa Electron, Maestro, Solo and Maestro.

When am I charged for my order?

All credit and debit cards will be debited at the point of order.

How will I know when my order ships?

Once your order has been dispatched you will be notified via e-mail.

Can I return my order?

No returns or exchanges. All sales are final.
Once an order is placed we do NOT cancel orders. Please make sure you are using the correct payment method for your order.
This includes ALL homeware orders and jewellery orders. Please Note: Personalised Orders cannot be refunded or return due to it is specialised to you.
We DO NOT accept jewellery back for returns, for sanitary reasons.

I'm not at home during the day. How can I get my goods?

Please give a delivery address at point of order where someone you know is in or your workplace address. If goods cannot be delivered as there is no-one in, a card will be put through your door and goods will be held at the local post office.

What should I do if some of my order is missing?

Please contact us and we will rectify this as soon as possible.

How Do I Take Care Of My Product?

Do not allow the products to come into contact with water or other liquids. We recommend you putting your jewellery on after applying makeup and perfume. If not in use, store neatly in dry place. Avoid folding or pulling jewellery, as all pieces are delicate and are to be treated with care. Always remove jewellery when engaging in activities such as sports.