FAQ

Welcome to the Kazoku FAQ page! We’re delighted to provide answers to your questions about our products, ordering process, shipping, and customer service. If you don’t find the information you need here, feel free to reach out to us!

General Questions
1. What is Kazoku?
Kazoku is dedicated to offering families around the world high-quality, functional, and stylish products. We curate a variety of trending items to meet the needs of our customers, aiming to enhance everyday life with convenience and innovation.
2. How do I place an order?
Placing an order with us is simple! Browse our online store, select the items you'd like to purchase, and add them to your cart. When you're ready, proceed to checkout, where you can enter your shipping information and payment details. 

Ordering and Payment
3. What payment methods do you accept?
We accept various payment methods for your convenience, including major credit and debit cards, as well as secure online payment platforms like PayPal. Rest assured, all transactions are processed securely to protect your information.
4. Can I change or cancel my order?
If you need to change or cancel your order, please contact us within 12 hours of placing it. If the order hasn’t been processed yet, we’ll do our best to accommodate your request.

Shipping and Delivery
5. Do you offer free shipping?
Yes! Kazoku proudly offers free shipping on all orders dispatched from our warehouses in Europe.
6. How long does shipping take?
Shipping times vary depending on your location. Here are our estimated delivery times:
   - United States: 3-5 Business Days
   - Canada, Europe: 6-10 Business Days
   - Australia, New Zealand: 12-14 Business Days
   - Central & South America: 8-14 Business Days
   - Asia: 8-12 Business Days
   - Africa: 8-14 Business Days  
   (Please note that the maximum delivery time is 20 business days, excluding processing and potential customs delays.)
7. Can I track my order?
Yes! Once your order has been shipped, you will receive an email with a tracking number. You can use this number to monitor the status of your shipment online.
8. What should I do if my package is lost or missing?
If you suspect your package is lost or missing, please verify that the shipping address you provided is correct. Kazoku is not responsible for packages sent to incorrect addresses due to customer input. If an issue arises that we are accountable for, we will promptly take steps to resolve it.

Returns and Refunds
9. What is your return policy?
We want you to be completely satisfied with your purchase. If any item is defective or damaged, we offer a 100% money-back guarantee. Please reach out to our support team for assistance with the return process. Customers are responsible for return shipping costs unless there was an error on our part.
10. How long do I have to request a refund?
You can submit a refund request within 15 days after the guaranteed delivery window (45 days) has passed. Please contact us with your order number and details regarding your request.

Customer Support
11. How can I contact customer service?
Our customer service team is here to help you! You can reach us through our Contact Us page, and we aim to respond to all inquiries within 24-48 hours on business days.
12. What if I have additional questions?
If you have questions that are not covered in this FAQ, please don’t hesitate to get in touch with us. We are always ready to assist you and ensure a positive shopping experience with Kazoku.

Thank you for choosing Kazoku! We appreciate your support and look forward to providing you and your family with our exceptional products!