FAQs

1. Where do you ship?

We provide worldwide shipping to customers across multiple regions globally, subject to delivery availability at checkout.

2. How long does order processing take?

Orders are usually processed within 1–4 business days after payment is successfully completed. Business days do not include weekends or public holidays.

3. How long does shipping usually take?

Estimated delivery times begin after dispatch. Europe usually takes 7–12 business days, the United States 8–15 business days, Australia 10–18 business days, and Rest of the World 12–22 business days. Delivery times are estimates only and may be affected by customs clearance, carrier delays, weather, or peak-season demand.

4. How much does shipping cost?

Standard shipping fees are generally EUR 9.99 for Europe, EUR 14.99 for the United States, EUR 16.99 for Australia, and EUR 19.99 for Rest of the World. The final shipping charge shown at checkout will apply to your order.

5. Do you offer free shipping?

Yes. Free standard shipping is generally available for qualifying orders: over EUR 79.00 for Europe, over EUR 99.00 for the United States, over EUR 119.00 for Australia, and over EUR 139.00 for Rest of the World.

6. Can I cancel my order?

Yes. You may request a free cancellation within 72 hours after placing the order if the order has not yet been shipped. If the order has already shipped, or if more than 72 hours have passed, the request will be handled under our Return & Refund Policy instead.

7. How can I track my order?

Once your order has been dispatched, we generally send a shipping confirmation email with tracking details, where available. Please allow some time for tracking updates to appear after shipment.

8. What should I do if my package arrives damaged, defective, incorrect, or incomplete?

Please inspect your package as soon as possible after delivery. If there is any damage, defect, wrong item, or missing part, please contact us within 48 hours after delivery at support@kltena.com and include your order number plus clear photos of the item, packaging, and shipping label.

9. What if my package is marked as delivered but I did not receive it?

Please first verify the shipping address, check nearby delivery areas, and contact the carrier if possible. If you still cannot locate the package, contact us at support@kltena.com with your order number and tracking information so we can review the delivery record and assist further.

10. Are customs duties or import taxes included?

No. Customs duties, import taxes, VAT/GST, brokerage fees, clearance fees, and any similar destination-country charges are entirely the responsibility of the customer unless expressly stated otherwise at checkout.

11. How long do I have to request a return?

You may request a return within 30 days of receiving your order, as measured from the confirmed delivery date shown by the carrier tracking information.

12. What condition must returned items be in?

Returned items must be in resalable condition. Reasonable inspection is allowed, but items must not be used beyond such inspection and must not show signs of wear, installation, activation, peeling, cracking, bending, washing, alteration, or misuse. Original packaging, protective materials, manuals, accessories, labels, and bundled components must be included.

13. Are any items non-returnable?

Yes. Final sale items, clearance items, customized or personalized items, and any products marked as non-returnable may not be returned. We may also refuse returns for items that are used, damaged after delivery, incomplete, or no longer suitable for resale.

14. Who pays for return shipping?

If the return is due to customer preference, ordering error, or change of mind, the customer is responsible for return shipping costs and related fees. If the return is approved because the item was damaged on arrival, defective, incorrect, or incomplete due to our error, we may provide an appropriate solution such as a prepaid label, reasonable shipping reimbursement, replacement, or refund.

15. How and when will I receive my refund?

Approved refunds are issued to the original payment method used for the purchase. Once approved after inspection, refunds are typically processed within 7 business days. The exact time for the funds to appear depends on your bank, card issuer, Stripe, PayPal, or other payment provider.

16. What payment methods do you accept?

Available payment methods are shown at checkout and may include major card and wallet options as well as third-party payment services. Payments are securely processed by Stripe and PayPal, and we do not store customers’ full payment card numbers, CVV codes, or other sensitive payment credentials on our servers.

17. In which currency are orders charged?

All prices and transactions on kltena.com are processed in Euros (EUR), unless otherwise expressly stated at checkout. If your bank account uses another currency, your bank or payment provider may apply exchange rates or conversion fees.

18. How do you protect my personal information?

kltena.com is a self-hosted store built on WordPress and powered by WooCommerce. We use reasonable technical and organizational safeguards to protect personal information, including SSL/TLS encryption, secure server configuration, access controls, monitoring, and system maintenance. Payments are handled through Stripe and PayPal, and we do not store sensitive full payment credentials on our servers. For more details, please review our Privacy Policy, Payment Policy, Shipping Policy, Return & Refund Policy, and Terms of Service.