FAQ
What is the status of my order?
Once your order has been shipped, we will send you another email informing you of the expected delivery date and the link to track your order (if the shipping method allows it).
You can also track the status of your order in the “Order History” section of your account page on the website.
Once your order is in “preparing for shipment”, “shipped” or “delivered” status, we can no longer make changes to your order.
To make changes to your order, please contact support via our contact page.
I have sent you an e-mail but have not received a reply?
Sometimes emails from customers can end up in our spam folder. Although we try to check everything daily, it can happen that we overlook it. So use the options on our website to make sure your message has reached us.
Where do you ship to?
We currently ship all over the world, except to Israel and the United Arab Emirates.
For shipping outside of these countries, please contact our support team via our contact page.
How long does it take to ship my order?
Once you have placed your order, it usually takes 48 to 72 hours for it to be processed for delivery.
The standard shipping times for the countries covered by our delivery partners are listed below. You can find them when selecting a shipping method before confirming your order:
- Germany: 2-4 days
- Europe: 4-7 days
- USA: 2-8 days (this may vary depending on customs clearance processing time)
- Australia: 2-8 days (this may vary depending on customs clearance processing time)
- Asia: 2-8 days (this may vary depending on customs clearance processing time)
How can I track my parcel?
Once you have placed your order, we will send you a confirmation email so that you can track the status of your order.
Once your order has been dispatched, we will send you another email informing you of the expected delivery date and the link to track your order (if the shipping method allows it).
You can also track the status of your order in the “Order History” section of your account page on the website.
What if I am not at home?
If you are not at home, a new delivery will be made the next day or the delivery partner will contact you to arrange a new delivery date, depending on the country and delivery method you have chosen.
You may also have to collect your parcel from your local post office if it cannot be delivered to you.
Do I have to pay taxes for international shipping?
You will have to pay customs duties for deliveries outside Europe.
Our shipping partner will take care of customs clearance and charge you the duties and taxes associated with your order in your local currency.
For more information, please visit the website of the delivery partner handling your shipment.
Returns
We accept returns under the following conditions:
- - The item must have been sold in our online store
- - The item must not have been used in any way
- - The return or exchange must be made within 30 days of delivery.
- - The return must be made within 14 days of the return or exchange request.
To request a return, please contact our support via our contact page
Are returns free of charge?
Returns within Germany are free of charge. To organize your return, you can log in via the customer portal and request a return. If this does not work, please send a short request via the contact page.
Returns outside Germany are the responsibility of the buyer.
Please contact our support team via our contact page for further details.
How long does it take to process a return?
Returns will be acknowledged within 14 days of receipt of the parcel at our warehouse.
Once your return has been accepted, the refund, exchange or credit note will be issued within 14 days of our service accepting the return.
How can I contact you for further questions?
There are several ways. You can either use the contact page on our website or the chat, which is also available for every customer. Another option would be to send us an email to support@kjdream.shop. Our customer service is there for you around the clock and will always get back to you as soon as possible.
