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Shipment of your in-stock items may be delayed until your pre-order item is ready for shipping. To ensure faster delivery of your in-stock items, we recommend making two separate orders - one for your pre-order items and one for your in-stock items.

In the event that a cancellation is requested, we, as Kiiroo, will attempt to cancel your order if alerted within 1 hour of placing the order. We will cancel it and issue a FULL refund. However, due to the quick turnaround at the warehouses we are unable to guarantee a successful cancellation if the products have shipped already.

Please bare in mind that our Customer Support Team working hours are Monday to Thursday 9:30 - 17:00 and Friday 9:30 - 15:00 CEST, therefore, cancellation requests made outside these hours and during the weekend are not guaranteed.

If the products have shipped already, you can return unopened orders to our warehouse for a refund. The product(s) need to be returned and in our warehouse within 7 days.

Please contact our Customer Support Team if you wish to return an unopened order.

Due to the quick turnaround, this often means that we are not always able to change shipping address or email before the products are shipped out.

Please contact our Customer Support Team if you wish to amend your order details, but please note that during the weekend our Support Team are not available and therefore may not be able to amend your order details before it has shipped.

Please note we cannot add/remove items from the order once checkout is completed.

Our warehouses work round the clock to pick and pack each order. Orders are sent out to shipping carriers usually within an hour of the order being placed.

Please note that it can take up to 24-48 hours till the tracking information is know, then an automated email with the tracking information will be sent. Keep an eye on your email's spam/junk folder, as sometimes such emails may end up in there.