FAQ
Orders and payments
Are payments via your shop secured?
Yes, absolutely secure. All credit card data is encrypted using 256-bit security and physical safeguards like those of banks.
What types of payments do you accept?
We accept various payment methods, including major credit cards like Visa, Mastercard, American Express, Bancontact, PayPal, Shop Pay, Mobile Pay, and EPS.
Customers can finance their purchase through our funding ally Klarna.
Do you offer financing?
Clients can fund their acquisition through our financing collaborator Klarna.
Can I preorder an item?
Occasionally, items will be offered for Pre-Order.
Pre-Order items will feature an extended Estimated Delivery Date on the Product page, along with a notice at checkout.
Will I get an confirmation for my order?
Upon placing your order, an email confirmation is sent to you. If you do not receive it within a few hours, kindly reach out to us. You will also receive a notification email once your order has been shipped, along with tracking information.
Shipping and Delivery
How will my order ship?
Most orders require 24-48 hours for processing and shipping from our fulfillment centers unless a specific estimated shipping date is provided. Delivery dates are estimates and may vary.
Upon checkout, an estimated delivery date window will be provided. The delivery partner will reach out prior to the delivery date to arrange a delivery appointment.
How much do you charge for shipping?
Shipping costs are calculated based on the weight, volume, destination, and chosen shipping method. The final cost will be displayed at checkout before you complete your purchase.
DELIVERY INFORMATION
On average, orders are processed and shipped from our fulfillment centers within 24-48 hours.
Delivery dates are approximate and actual delivery times may vary or change.
Can I track my shipment?
Once your order is packed and shipped, we'll email you a tracking link. You can then use our tracker app, which offers a dynamic and efficient way to follow your order's journey. All delivery dates are estimated with potential variations or changes in actual delivery times.
What about your after-sales support?
If your order arrives damaged or with the wrong items, Kratos Aiōn will be responsible for resolving the issue, including replacements or refunds as needed.
For returns due to non-quality issues (such as buyer’s remorse or incorrect selection), return shipping costs are the responsibility of the buyer.
Returns, refunds and Cancellations
What is your return policy?
Returns are only accepted if requested by our support team and within 30 days of delivery.
What do I do If the tracking shows delivered and I didn't received my order?
If tracking shows your order was delivered, a non-delivery certificate from your local post office is required for a refund or resend.
If tracking shows an alert (e.g., incorrect address, refused, unclaimed, customs issues), contact your local post office to resolve. No refund or resend if the package is lost during return.
If my product is damaged can I have a refund?
Our Damage Policy outlines the process for addressing damaged items. For items that arrive fully damaged, you are eligible for a full refund or a replacement.
If the damage is partial, you may receive a partial refund or a replacement, excluding minor issues such as loose threads, small scratches, or slightly damaged packaging.
For fragile items, we recommend opting for a refund. To initiate a complaint, please submit it within 30 days of delivery and include photographic or video evidence of the damage.
Can I cancel and order?
Orders can be canceled for a full refund before processing. Customized, preorder, or special inventory orders cannot be canceled after payment.
For more details about our policies refere to the links at the bottom of the footer of the page.
If you still can't find answers to your questions, contact us via the email related to your issue or use the contact form below.