frequently asked questions

Information about your account

• Forgot password
  If you have forgotten your password, here you can request your password based on your e-mail address. click here to request your password
• Change your account settings
  Your account settings, such as address, name, e-mail address and shipping address can be changed.
• Newsletter
  The latest promotion actions and additions to the official online store are mostly communicated by e-mail. Would you like to be the first to know about the promotion actions or benefit from special promotions for newsletter members, you become a member on our homepage. When you want to unsubscribe from the newsletter, then click the link at the bottom of the latest newsletter or you can unsubscribe by means of the unsubscribe page.

Complete assortment available online

• Current stock status
  Our official online store shows the complete assortment which is available. When we receive new products, they are immediately visible in the official online store. Unfortunately we can not deliver products that aren't available in the official online store. It is possible that these products are still available in our offline stores. For more information about their stock you can directly contact a store in your neighborhood.The products that are shown in our official online store are currently in stock. By exception it can occur that a product appears to be on stock, but is not in our warehouse. If this is the case, we will contact you as soon as possible and find a suitable solution. Click here for the Karl Kani store locator.
• Notification of new items
  If you want to receive a notification when there are new items available in our official online store, you can subscribe to our newletter on our homepage. The newsletter keeps you informed of the latest promotions and new collections.
• Previous collections
  When an item is out of stock, they are not shown in the official online store. Previous collections are not available.
• Wash symbols
  Coming soon.
• Size chart
  Our clothing observes the standard size labels available for clothing as much as possible. To make sure that you order the right size, you can use our size chart. Based on your centimeter measurements you can see which size fits you the best. Here you can find the size chart.

Payment options

• Ideal
  Online banking for Dutch users
• Creditcard
  On karlkani.com you can also pay with your Visa and MasterCard. The payment is always made via a secure SSL server, which sends your data encrypted.Paid with a credit card before 15:00h on a workday?Package will be shipped the next day! Your credit card data are send secured and they are not saved.

Placing an order online

• Help while ordering
  When you cannot complete your order or when you encounter uncertainties you can contact our customer service during office hours from 9:00 AM till 05:00 PM GMT +1 (Amsterdam, Paris, Rome) They can assist you in placing an order. Note that they can not order products which are not available in the official online store.
• Order status
  Upon order placement, you will receive an order confirmation by e-mail. Other updates regarding your order will also be communicated by e-mail. For example, you will also receive an e-mail when your order is send from our depot. When you order before 23:00h on a workday, your order will be delivered the next day. In the e-mail that you will receive, you will also find information about how to follow your package online.
• Cancel or change
  Your order is always shipped within 24 hours. Our ordering/delivery process is very closely geared to each other, unfortunately so that it does not allow cancellation or modification of an order. Your order is thus conclusive, but you can of course return or exchange your products.

Information about the delivery of your order

• Delivery time
  Orders inside The Netherlands take 3 to 4 working days. Orders outside The Netherlands take up to 6 working days to be delivered.
• Delay during delivery
  Your order will always be delivered to the supplied address as soon as possible. It remains possible that your order delivery is delayed by certain unexpected circumstances at the delivery service.
• Free shipping
  For the following countries Free shipping at all times:Austria, Belgium, France, Germany, Liechtenstein, Luxemburg, The Netherlands, United Kingdom. When you have ordered for a total of € 59,99 or more, we deliver your order for FREE in the following countries: Austria, Belgium, Czech Republic, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Liechtenstein, Luxemburg, Monaco, Poland, Spain, Switzerland, The Netherlands, United Kingdom. When you have ordered for a total of € 149,99 or more, we deliver your order for FREE in the following countries: Australia, Bosnia-Herzegovina, Bulgaria, Canada, Peoples Republic of China, Croatia, Greece, Iceland, Japan, Rumania, Russian Federation, Serbia & Montenegro, Slovakia, Slovenia, Republic of South Africa, United States of America. >

  Country*	Order value	Shipping charge	Order value	Charge mainland	Charge islands
  				A	B
  Australia	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  Austria	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING
  Belgium	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING
  Bosnia - Herzegovina	> € 149,98	FREE Shipping!	< € 149,99	€ 20,00	n/a
  Bulgaria	> € 149,98	FREE Shipping!	< € 149,99	€ 20,00	n/a
  Canada	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  China	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  Croatia	> € 149,98	FREE Shipping!	< € 149,99	€ 20,00	€ 40,00
  Czech Republic	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  Estonia	> € 59,98	FREE Shipping!	< € 59,99	€ 10,00	€ 30,00
  Finland	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  France	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  Germany	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  Greece	> € 149,98	FREE Shipping!	< € 149,99	€ 20,00	€ 45,00
  Hungary	> € 59,98	FREE Shipping!	< € 59,99	€ 15,00	n/a
  Iceland	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  Ireland	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  Italy	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  Japan	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  Latvia	> € 59,98	FREE Shipping!	< € 59,99	€ 10,00	n/a
  Liechtenstein	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREESHIPPING!
  Lithuania	> € 59,98	FREE Shipping!	< € 59,99	€ 10,00	n/a
  Luxemburg	No minimum	FREE Shipping!	No Minimum	FREE SSHIPPING!	FREE SHIPPING
  Mauritius	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  Monaco	> € 59,98	FREE Shipping!	< € 59,99	€ 10,00	n/a
  Poland	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  Portugal	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  Reunion	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  Rumania	> € 149,98	FREE Shipping!	< € 149,99	€ 20,00	n/a
  Serbia & Montenegro	> € 149,98	FREE Shipping!	< € 149,99	€ 20,00	n/a
  Slovakia	> € 149,98	FREE Shipping!	< € 149,99	€ 20,00	n/a
  Slovenia	> € 149,98	FREE Shipping!	< € 149,99	€ 20,00	n/a
  South Africa	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  Spain**	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  Switzerland	> € 59,98	FREE Shipping!	< € 59,99	€ 15,00	n/a
  The Netherlands	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!
  Ukraine	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  United Arab Emirates	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  USA	> € 149,98	FREE Shipping!	< € 149,99	€ 30,00	n/a
  United Kingdom	No minimum	FREE Shipping!	No minimum	FREE SHIPPING!	FREE SHIPPING!

  
  * = Customs clearance may cause delays in Bosnia, Iceland, Croatia, Liechtenstein, Serbia and Switzerland
  ** = Minimum order value for FREE Shipping to Islands is € 149,99 for Spanish Islands

Not happy with your order?

• Returning an item
  Go to your account on the website and open your order history. You will find all the orders you ever placed by order number and date. Select the order you want to return en you can create your return form. Please carefully read the following information first. - You can only return products to the web shop when you report it to the customer service within 14 days of receipt. Unfortunately we cannot accept products that you already have in possession for more than 14 days and/or that you have not bought in the web shop. - The product should be purchased in the web shop; - Return shipments are only possible when you have reported this to the customer service within 14 days of receipt; - The return form should be complete; half completed forms we cannot accept; - The product should not show marks of being worn, such as stains, smell and wear use damage; - The product should be provided with the original labels; - The product should be in the original packing; - When you have received a defect product, you should report it to us as soon as possible, because also these items have a maximum return period of 14 days. Products that are not reported via the digital return form are not accepted.
• Exchaning an item
  If you wish to exchange an item, please note that we only can send you the same item in a different size and/or color. Please indicate your wishes clearly on the return form. We cannot guarantee that the desired item actually (still) is in stock when we process your request. If the desired item is out of stock, we will refund the returned items.
• Exceptions
  Exchanging or returning of an item is only possible if the item has remained in its original condition as well as in its original wrapping. Notwithstanding the above, it is possible to try on the ordered items. At arrival in our central depot your products will be inspected for any use damage such as smell, stains and defects. We do not accept products that have not been bought in our web shop.
• Wrong item received
  If you have received a wrong item, the return or exchange of the item will be completely at the expense of karlkani.com. Please follow the usual procedure of returning or exchanging. You should indicate which item you have incorrectly received and which product you had ordered and you still have to receive. The exchange or return of a by us wrongly delivered product will be completely free of charge for you.
• Step-by-step plan for exchanging and returning an item
  1. Verify our returns and exchange policy for returning / exchanging of products. 2. Go to your account, order history and select the order you want to return. 3. Create your return form, print and fill out the rest of the form. 4. Pack your products and return form in a protective package. 5. Take your package, provided with an address label, to the postal or package service. 6. Upon receipt at our depot, you will receive a confirmation e-mail of receipt. 7. Your products will be inspected after receipt whether they meet the returns conditions. 8. You will receive an e-mail with the results of the inspection. 9. You will receive, within 14 days, you will receive your return payment / product. 10. During the transferring of your credit or the shipment of your products, you will be informed about the progress per e-mail.
• Costs
  The costs of the exchange or the return of the item you have ordered will be at your expense.
• Return form
  Download this form from your order history on your account at karlkani.com. Go to 'order history', select the order you want to return and create your return form. Print the form and add this to your return package!
• Confirmation of receipt of the return shipment
  As soon as your returned items have arrived in our depot, you will receive a confirmation e-mail. If you have shipped your goods more than one week earlier and you still have not received a confirmation, please contact our customer service, indicating your returned items and the order number.
• Return of order amount
  As soon as we have received your return shipment, we will confirm the receipt by e-mail. We need at the most 2 weeks to refund your payment. It may happen that it takes up to 3 weeks before our bank transfer is listed on your bank statement (in particular this may happen in case of a credit card payment). We credit the amount to your account via the original payment method.

Defect at receipt

• Costs
  Products that are defective upon receipt can be returned free of charge. If it concerns the guarantee arrangement you have to pay these costs yourself. If it proves that the product rightly falls within the guarantee arrangement, the standard shipping costs will be refunded.

Suggestions

• Complaints
  For karlkani.com all is about satisfied customers. If you still have a bad experience with our service, than please let us know. You can report your complaint by calling the customer service or by completing the online contact form. You always get decisive answer about your complaint within 1 week. If you are not satisfied with the response of our customer service, please address your complaint to the Customer Service Manager. In this case, request the customer service to put you through or complete the special complaints form.

Our privacy statement

• Protecting your information
  We protect your privacy in the following ways: - Your personal information will not be sold or passed on to third parties. - Your data is safely stored in a non-public database. - Your transaction data is sent encrypted so that eavesdroppers will not have a chance. - We only use your e-mail address once to complete your order. We only send offers, newsletters and other circulars after you explicit consent. - If you no longer want to receive messages from karlkani.com, than you can unsubscribe at all times via the unsubscribe page or by clicking the unsubscribe link at the bottom of the newsletter. Then we will no longer send you any mailings. If you place an order at karlkani.com, we ask you to give the following information: - Your name, address and phone number. This information is used to correctly handle the delivery of your product. - Your e-mail address, so that we can keep you informed about your order. - Payment information, such as your credit card or bank account number. This is used to complete the order. The data are sent encrypted and will not be saved. To be able to save your shopping cart, we use a so-called cookie. These cookies are only saved within one session – as soon as you close your browser, it is removed. Like all web shops, we also use a cookie to keep information about which pages are visited and how intensively parts of karlkani.com are used. This way we can customize our site even better to your needs. This information is anonymous and we do not use these data to create a profile of our visitors. Removing or modifying your information Do you wish to see your information? Or do you wish that karlkani.com deletes or modifies your information from its system? Please file freely a request by mail or via our contact form. You can also resist at all times the all further processing of your personal information for direct marketing. However it is not possible to change the ascription of an invoice.
• Secured internet connection during your payment
  During payments the internet connection between you and karlkani.com is secured. Using SSL the transaction information is sent encrypted. To pay with SSL, no special software is required. You can recognize a secure SSL-connection by the “lock” in the bottom status bar in your browser.
• Protection of personal information
  The information you enter on karlkani.com is only used for the processing of you order or for sending requested information. We appreciate the trust you put in us and therefore we will handle your data very carefully. When you place an order or you consult your karlkani.com account, the most modern technology is used: the Secure Socket Layer. Your information will be protected and kept confidential at all times.
• Terms and conditions
  Click here

Gerneral company details

Contact us

• contact by email
  Karlkani.com responds quickly to your questions via our contact form. During our opening hours on workdays from 9.30 t/m 17.00 uur you can expect a substantive response within 1 working day. Our mailaddress is; shop@karlkani.com
• Contact by phone
  karlkani.com has its own customer service which you can contact with all your questions. Our employees often can answer your question directly. During our opening hours on workdays from 9:30 until 17:00 hours you will be answered almost immediately. The phone number of our customer service is +31 10 243 60 16.