POLICIES

Orders

The pieces we bring to each KUNA QUE collection are unlike any other clothes in the world. Garments are handmade with skilled craftsmanship to create next-level modern designs. With attention and precision, we bring each piece to life. Once completed and placed, your order is immediately sent to the KUNA QUE Atelier so that we may offer you exceptional services. It is expressly understood that the Customer's order is binding once the confirmation of successful completion of the order is received. An e-mail sent by KUNA QUE at the address indicated by the Customer during the order process will indicate this agreement. Understandably, cancellations or modifications to orders cannot be accepted once you have completed and placed your order. Completion of your order confirms and acknowledges that you have reviewed and verified the accuracy of your entire order before it is submitted.

For more information, please visit our Terms and Conditions of Sale.

Payment

KUNA QUE accepts the following forms of payment for online purchases: Visa, Mastercard, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, and Meta Pay.

For most payment methods, the total price of the order is credited immediately after checkout. For credit and debit card payments, the total price of the order is pre-authorized after checkout and credited when the order is processed, which may take 2-3 business days. The pre-authorization may result in a “hold” on your available card funds until the fulfillment of the order. For pre-order items, the total amount is always credited immediately after checkout.

For more information, please visit our Terms and Conditions of Sale.

Shipping

KUNA QUE offers a variety of shipping options to best meet your needs. All delivery options and shipping costs, if any, will be itemized in the order form at the time of purchase.  

The Customer has the following delivery options:

(i) Standard shipping Service: generally, 1-3 business days to process the order, with courier delivery generally made within 3-5 business days from when the Customer receives confirmation that the order has shipped;

(ii) Express shipping Service: generally, 1-3 business days to process the order, with delivery generally within 2 business days from when the Customer receives confirmation that the order has shipped.

Following order completion, the Customer can monitor the delivery status of the order using the exclusive link sent to them via e-mail by KUNA QUE. This e-mail will contain an exclusive link to track the shipment in real-time. If you need further assistance tracking your package, please contact the carrier directly and provide your tracking number.

Please note, that the delivery terms are merely estimates. Also, these estimated delivery times do not apply with respect to Pre-ordered and Personalized Products. Please see Terms and Conditions of Sale under Legal and Privacy for more details.

Delivery
The Customer will receive an email confirmation once their order has been delivered. For some orders with special requirements, a signature will be required at delivery for security purposes.

If at the time of delivery, the exterior of the package is damaged, the Customer or other recipient, in the case of a gift, must open the package in the presence of the carrier to check the condition of the product inside. If the product is damaged, the Customer (or recipient) must detail all observed damage on the delivery note. The Customer will then have 14 (fourteen) days from the date of delivery to contact Client Services.

KUNA QUE must be notified of any Customer request for the remedy listed above using the Contact Us page on the Website, or via e-mail to clientservice@kunaque.com. Please see Returns, Refunds and Exchange for more information about our return procedure.

Delivery of Pre-ordered and Personalized Products
Personalized Products and/or Pre-ordered Products may be delivered in a time slot indicated by the designer; there is no strict rule for this time slot, rather it varies according to the item. Delivery terms are merely estimates only.

KUNA QUE informs the Customer of shipping by e-mail as soon as the products are available. If the Customer purchases several Pre-ordered Products or Personalized Products with different delivery dates in the same order, they may all be shipped together at the latest delivery date, or at KUNA QUE's discretion, based on availability.

Returns and Exchange

KUNA QUE garments are made by hand with great care and attention and inspected for accuracy before it ships to you. Please note, that returned items cannot be accepted for a refund. Items will only be accepted for exchange.

The right to return for exchange must be exercised by the Customer within 14 (fourteen) days of the date of delivery to the Customer or a third party on its behalf. To exercise the right of return, the Customer must contact Customer Service via the Contact Us page on the Website describing the product defect. If approved, the Customer will then obtain a confirmation exchange code. Once the Customer has obtained an exchange code, he/she must contact the carrier for pick up and attach the printed return label on the package.

For the exchange to be accepted by KUNA QUE, the products must be returned within 14 days of the date of delivery, with an approved exchange code, as well as meeting the following conditions:

1. The products must be returned in their original packaging (box, accessories, inserts, protection, leaflets, etc.).

2. The products must be accompanied by the purchase receipt.

3. Products returned by the Customer must not have been damaged, used, worn, or washed, but may be handled and inspected to determine their nature and characteristics. 

4. Labels and security tags must still be attached to the products.

5. Damaged goods being returned must be in the condition in which they were received by the Customer; the Customer must not attempt to modify, handle or repair them.

KUNA QUE reserves the sole right to refuse returns of products that have been damaged, are incomplete, deteriorated, and/or soiled or in any state indicating that the products have been used, or products returned after the deadline indicated above or lacking an exchange code. 

KUNA QUE will provide an exchange upon receipt of the returned product. Please note, the Customer assumes all risks and fees of returns, unless defects are applicable under Conformity of the Order. In the event of return, the Customer understands that they are returning for exchange and not for a refund.

Returns and Exchanges of Personalized Products
Because of the clearly personalized nature of Personalized products, and the fact that they are produced specifically for the Customer based on a specific order, they cannot be returned, refunded, or exchanged. Similarly, the Customer does not have the right to cancel the order, once placed. Pre-ordered Products may be returned in compliance with Returns and Refunds of the General Terms and Conditions of Sale.