Help & FAQ

My Order

I entered the wrong email address. What should I do?

Please email our customer service at with your order number and correct email address and we can update this. We will also re-send your order and shipping confirmations so you’ll have all the details you need to track your package.


My order arrived damaged. What should I do?

We’re very sorry about this. Please send us images/videos of the damaged products to along with your order number and our customer service team will be able to assist you as soon as possible.


How can I cancel my order?

All cancellation requests are reviewed individually. Email our team at as soon as possible with ‘cancel order’ in the subject line. If the order has not been submitted to our warehouse then we may be able to process your request, however if your order has been dispatched or you have not notified our team with enough time or information, then we will be unable to process your request.


What happens after I place my order?

You’re officially a member of the KAiKOcare family. We’ll send you an order confirmation email with all your order details included, then aim to dispatch your order by the very next business day. As soon as your order has left our warehouse, you will receive a separate shipping confirmation email with all your tracking information within it.


Shipping & Returns

What is the KAIKOcare Shipping Policy?

Shipment processing time

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. After receiving your order confirmation email. You will receive another notification when your order has shipped.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.



Free shipping to countries inside the European Union.
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
International Shipping
At this time, we do not ship to countries outside the European Union. However, if you really want to buy some of our products, you can contact us via email: where we can arrange to send the product where you cover the price of shipping the product yourself. International orders do not include duties or taxes. Fees will be due upon receipt.


How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at with your name and order number, and we will look into it for you.



Refunds, returns, and exchanges

Summarize your return policy here and link out to your full return policy page if you have one.
We want our customers to be happy. So if for any reason you are not satisfied with your purchase from and wish to return it for a refund, we accept returns up to 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
In the event that your order arrives damaged in any way, please email us as soon as possible at with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don’t hesitate to contact us at


What is the KAIKOcare Returns Policy?

Remote contracts allow consumers to notify the company within 14 days via that they are withdrawing from the contract without having to give a reason for their decision.

The return submission deadline starts one day after the date the customer took over the item.

KAiKOcare will only accept a return, exchange or refund if the products are returned in their original packaging and condition. No refund will be accepted for products that have been opened or are returned damaged.

In addition to the returned product in the original packaging, the customer who withdraws from the contract must enclose an invoice and a completed complaint form (click on the link).

The consumer must return the goods to the company in 14 days after the notification of withdrawal from the order has been sent. The consumer returns the goods to the address: KAIAN d.o.o., Volfova ulica 16, 1230 Domzale, Slovenia. All shipping costs for returns are the responsibility of the customer and are non-refundable. Returned shipments with a ransom will not be accepted and will be rejected.

The item must be returned to the seller unused, undamaged and in the same quantity, unless the item is destroyed, damaged, lost or its quantity has decreased without the consumer’s fault. The consumer may not use the items without hindrance until the withdrawal from the contract. The consumer may inspect and test the articles to the extent strictly necessary to establish the actual situation. The consumer is liable for a reduction in the value of the goods if the reduction is the result of conduct not necessarily necessary to establish the nature, characteristics and functioning of the goods. When returning the goods, the consumer must also send an invoice for the goods, personal data and the transaction account to which he wishes to receive the returned payment. Refunds will be made within 14 days of receipt of notice of withdrawal.

How do I track my order?

You can initially track your order using the tracking number and link provided to you in your shipping confirmation email. If for any reason, this is not working or you’re having trouble finding these details, please contact our team at


Can I change my shipping address after my order has been dispatched?

Unfortunately not, as soon as your order has left our warehouse we are unable to change any of the details. Always be sure to triple check your order details and notify our customer service team at as soon as you realise something is incorrect. KAiKOcare will not be liable for orders missing due to incorrect or incomplete address details.


How long will my order take to arrive?

Delivery time usually takes up to 5 working days. When we receive and process your order, you will be notified on your email address. If you have not received the message in 1-2 days, please contact us on


How much does shipping cost?

We offer free tracked shipping on the majority of orders shipped from our store. The cost of shipping is calculated at checkout.


Who delivers our packages?

Our packages are delivered by the GLS delivery service.


Billing & Payments

Can I edit or cancel my order?

We have a very fast turn around of orders in our warehouse to ensure quick delivery, this means we can’t guarantee orders can be edited or cancelled once placed. If you would like to edit or cancel your order please contact with the subject ‘cancel’ and your order details as soon as possible.


Why was my card declined?

If you’re having trouble with payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card.


What are the payment options?

We accept the following payment methods: Credit card or PayPal.