FAQ

Frequently Asked Questions («frequently asked questions»)

Shipping and Delivery

WHAT ARE THE SHIPPING AND DELIVERY TIMES?

Estimated delivery times vary depending on the product, seller availability, shipping type and destination. Before placing the order, you will be able to view the final estimated delivery date based on the destination address entered 

in the cheCk-out phase

DELIVERY TIMES ARE TOO LONG, CAN I RECEIVE IT SOONER?

No, if the selected product has too long delivery times it is not possible to anticipate them.

WHERE IS MY ORDER?

Once the order has been shipped you will receive a confirmation via e-mail both from kechiq and from the courier who took charge of the shipment. The email will contain a link with which you can independently check the status of the shipment. In the reserved area you can also check the status of the order and track the shipment at any time by clicking the "Track shipment" button. The shipment can also be tracked directly from the courier's website through the email that the courier will send to the email address entered during the order phase.

MY ORDER HAS NOT YET ARRIVED, WHAT SHOULD I DO?

If your order has not yet arrived, we recommend that you check the emails sent to you by kechiq. It may happen that there are delivery delays caused by events not directly attributable to kechiq or to the courier who took delivery of your package (e.g. severe bad weather, checks by the authorities).

WHICH COURIERS DO YOU USE?

Shipments kechiq are entrusted only to the best couriers, including GLS, TNT and DHL.

WHICH COUNTRIES DO YOU SHIP TO?

We ship to all countries within the European Union.

HOW MUCH IS SHIPPING?

Standard shipping costs €7.90. Express shipping costs €9.90. K-fast 24 shipping costs €12.50.

Returns and refunds

HOW CAN I MAKE A RETURN?

You can make the return by contacting customer service via email or Whatsapp.

It is advisable to send two images of the product to verify the conditions of theLa Merce.

IS THE RETURNS FREE?

Yes, returns are free throughout Italy.

WITHIN HOW MANY DAYS CAN I MAKE A RETURN?

You can return the products purchased within 30 days from the delivery date.

HOW DOES THE REFUND WORK?

If the request and sending of the return occurs within 14 calendar days of delivery of the product, a refund will be made. Starting from the 15th day the refund will take place by crediting points in the Fidelity program.

WHEN WILL I RECEIVE MY REFUND?

Once what you have sent has been received in our logistics, if the return is deemed suitable, a refund will be issued within 4 working days. It may take an additional 1-5 days for credit in the event of an actual refund. In case of refund via credit, this will be issued immediately after the return is deemed suitable and sent via email.

ARE THERE EXCEPTIONS ON RETURNS?

According to Art.59 of the Consumer Code you cannot request a return if you have purchased a personalized product (for example engravings on the caseback). Furthermore, starting from the 14th day after delivery it will not be possible to return all accessory products and services (for example straps or extra insurance).

Orders and Payments

HOW TO PLACE AN ORDER?

Buying is easy! Simply locate the product you want to purchase, enter the product page and click ADD TO CART. To complete the order click on CHECK-OUT, you will see a summary of your cart and your personal data. Then click GO TO SHIPPING, where you can enter the delivery address and GO TO PAYMENT. After selecting the chosen Metorder click on REVIEW ORDER and if all the data is correct proceed by clicking COMPLETE ORDER.

WHICH MetPAYMENT METHODS DO YOU ACCEPT?

Credit Card- We accept payments all with credit cards from the International Visa (Verified by Visa) and MasterCard (SecureCode MasterCard) circuits which toMetyou prevent any illicit use of the card and to avoid unwanted charges.

Klarna- Klarna is an innovative Metpayment method that allows the customer to receive the products immediately and pay in 3 convenient equal installments with monthly deadline. The service has no additional costs for the customer if the installments are paid by the due date.

ARE THERE EXTRA COSTS FOR TAXES?

No, product prices always include VAT

HOW TO USE A CREDIT?

Fidelity program points are directly associated with your account. The credit will be automatically deducted during the cheCk-out phase.

Warranty

HOW LONG DOES A PRODUCT'S WARRANTY LAST?

The products enjoy the official TWO-YEAR warranty.

HOW DOES A WATCH'S WARRANTY WORK?

Before requesting assistance, check that the proBlema encountered is covered by the brand's warranty. To carry out an intervention under warranty, send an email to info@kechiq.com allegiving an image of the product and describing the type of proBlema found. You will then receive instructions on how to proceed.

WHAT DOES THE WARRANTY OF A WATCH COVER?

You can read which damages are covered by the warranty in the booklet received with the watch. Damage to the strap, case or damage related to falling stones and glitter is generally not covered. Furthermore, shipping costs to the service center are not covered by the warranty.

MY WATCH IS DEFECTIVE, WHAT SHOULD I PROCEED?

If your watch has a manufacturing defect within 30 days of delivery you will be able to request assistance or a replacement by contacting Customer Service after sending at least 2 images of the defective item.

About kechiq

HOW DO I ACCESS MY ACCOUNT?

After registering your data you can access your personal account by clicking the icon at the bottom right on mobile devices or at the top right if you browse from a PC. Once you have entered your email address, you will receive a 6-digit code in your inbox with which you can access your account.

I NEED TO CHANGE MY ACCOUNT DETAILS, HOW CAN I DO IT?

To change your account details or shipping address, simply access your personal area, Account section.

Do you need more information?