FAQ

Welcome! / FAQ

PURCHASE INFORMATION

Do I need a registered account to make a purchase?

No. You do not need to have an account to make purchases in our store. You can use the option of “shopping without registration” by entering the data needed for shipping in the form. Registration is voluntary.

Why should I register if there is possibility to order without registration?

Registration and subsequent logging on the site allows tracking the status of the order, access to history, storage for products and a quick and convenient process of placing subsequent orders without having to enter data again.

I would like an invoice. Will you send it with the package?

A VAT invoice is always generated when ordering and paying for a product. It is automatically sent to the e-mail address provided in the form. In addition, you will find it in your customer panel after logging in.

I was not home when the courier arrived with a package. What should I do now?

If for some reason the courier could not deliver the parcel, he will make two more attempts in the next working days. We attach a customer’s phone number to each shipment to allow the courier to arrange delivery details in such cases. However, if you do not receive the purchased package from us, please contact us by email at help@kandu.toys.

AFTER SALES INFORMATION

How can I cancel my order?

If you haven’t paid for your order, it is automatically canceled. If you have made a payment, your order is being processed by an external warehouse and we cannot stop this process anymore. This is due to our efforts to get the purchased item to you as soon as possible. If you change your mind after making a purchase, please use the option to withdraw from the contract in statutory mode.

What should I do if the package is damaged?

In this case, the damage must be reported to the courier so that he can draw up a damage report. We suggest that you check the goods immediately, by courier. If something is damaged, the courier will immediately write the report and take the package back at our expense. If the goods are checked later and a complaint is needed, please submit a complaint to help@kandu.toys. Please check the product carefully before mounting to check for possible manufacturing defects! Complaints about damage caused during assembly will not be considered.

I am not satisfied with the purchase. Can I send it back?

Yes, you can withdraw from the contract within the statutory period of receipt of the goods without giving any reason. Detailed information on the right of withdrawal can be found in the regulations. Download link.

To which address should I send the product subject to the complaint?

Complaints can be sent directly to the following address:  K&U Group Sp. z o.o., Szczurawice 46, 63-440 Szczurawice. Detailed information can be found in the regulations.

If you have any other questions, please contact: HELP@KANDU.TOYS

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