FAQ

📌 Frequently Asked Questions (FAQ) – Kenvana

1. Orders

🛒 How do I place an order?
Simply browse our store, select your products, add them to your cart, and follow the checkout steps.

📦 Where can I track my order?
Once your order has been shipped, you will receive a confirmation email with a tracking link. You can also track your order through your customer account.

✏️ Can I modify or cancel my order after placing it?
Orders are processed quickly. If you wish to modify or cancel an order, please contact us within 12 hours of purchase at contact.kenvana@gmail.com.

2. Shipping

🌍 Do you ship internationally?
Yes, we ship to multiple countries. Shipping fees and delivery times vary depending on the destination.

⏱️ What are the delivery times?

  • France / Europe: 5–10 business days

  • International: 7–15 business days

🚚 What are the shipping costs?
Shipping fees are calculated at checkout based on your location and the weight of your order. Free shipping may be available for orders over a certain amount.

3. Payment

💳 What payment methods do you accept?
We accept:

  • Credit cards (Visa, Mastercard, etc.)

  • PayPal

  • Apple Pay / Google Pay (if available)

🔐 Is payment secure?
Yes. All payments are processed through secure platforms with SSL encryption.

4. Returns & Refunds

🔁 Do you accept returns?
Yes. You can return an item within 14 days of receipt, provided it is unused and in its original packaging.

💸 When will I receive my refund?
After receiving and inspecting the returned item, a refund will be issued within 5–10 business days depending on your payment method.

❌ Are sale or promotional items refundable?
Sale or promotional items are not refundable, except in the case of a defect.

5. Customer Account

👤 Do I need an account to place an order?
No, you can order as a guest. However, creating an account allows you to track your orders and easily access your purchase history.

🔑 I forgot my password. What should I do?
Click on “Forgot password” on the login page to receive a reset link by email.

6. Other Questions

📧 How can I contact you?
You can reach us at:
📩 contact.kenvana@gmail.com

🕐 When do you respond to messages?
Our customer service team replies within 24–48 business hours, Monday to Friday.

🎁 Do you offer gift cards?
Yes! Our digital gift cards are available in the store, perfect for giving without mistakes.