FAQS - FREQUENTLY ASKED QUESTIONS
Below you will find answers to frequently asked customer questions. Please click a topic to have the questions and answers displayed.
- Items / Collection
-
Are the items new and authentic?
We only offer new and 100% authentic goods.
Where do the items come from?
Besides the latest collections of international trend labels we also offer pieces from limited series as well as stocks and seasonal sales of top
designers. That's why we are able to offer attractive conditions of up to 70% below retail prices!
All offered goods are obtained directly from the
brand's agencies themselves or from their licensed distributors on the German market.
- Ordering Process
-
When I placed an item in my shopping cart it was still available, but when I moved on to check-out it wasn't available anymore. How is
that?
As soon as you place an article in your shopping cart, we check the availability but reserve it for you only when at the moment of checkout. In
very rare cases it may happen that the last item would be purchased by another customer in the meantime, before we process your reservation.
What is the watch list?
The watch list allows you to list articles you are interested in. Items are added automatically to your personal watch list as soon as you click
'Add to watch list'. You may display all items listed at any time under 'My watch list'. Later you may add a selection of them to your shopping
cart.
How can I combine multiple items to one single order?
Collect all your items in your shopping cart and confirm the order only after buying the final item.
Please note that as soon
as you complete the checkout process, your order is finalized and will be shipped just like that. In case you buy another item after having completed the
checkout process, the new item will be treated as a separate order and will be sent out separately with separate shipping costs falling due.
How can I specify my preferred shipping address?
Under 'My KISS A FROG' you may specify and edit your shipping address in the 'Address manager' and choose this address if placing your
order.
Can I change my shipping address after confirming an order?
As long as you haven't placed a payment yet, you may change or edit your shipping address.
To do so, log in to 'My KISS A FROG' with your
password. In your ''Address manager'' you may add or edit your address. At 'Orders in process' you may activate that address for a specific order
afterwards.
- Payment
-
How can I make a payment?
You may choose among our safe and comfortable payment methods bank transfer/debit, PayPal or credit card. For more details please see >> Payment & Shipping.
Can I pay per cash on delivery?
No, unfortunately this is not possible. We only accept payment in advance of delivery.
Can I pick up my order personally and pay cash?
No, due to administrative reasons, this is not possible.
To which bank account shall I transfer my payment?
All payment information will be provided to you in a confirmation e-mail after placing your order.
What reference shall I give with placing a payment?
Please always provide your order number which is given to you in the confirmation e-mail. Additional or different reference information can cause a
wrong or delayed payment allocation to your order.
How can I redeem my coupon?
Please enter your coupon code at 'Redeem coupon' during the check-out process.
- Shipping
-
What are the shipping costs?
Our current shipping costs you can find here: >> Payment &
Shipping
What do the shipping costs consist of?
Our shipping costs consist of postal charges, material costs (parcel, filling- and padding material) and the service charges of our logistic
partner. Each order is considerately prepared and transferred to the shipping department, where the article is once again controlled, scanned and packed
before the order will be handed over to our logistic partner who delivers it. That's how your order will reach you perfectly safe and quick!
Who are the logistic partners KISS A FROG works with?
We ship with DHL, GLS und Fedex. Due to administrative reasons, exceptions are not possible. We only work with these three companies.
How long does the delivery take?
We ship several times a day upon received payments. Within Germany, the usual delivery time is 1-2 business days (Europe and overseas 2-4 business
days).
In case the delivery takes longer the usual, please don?t hesitate to contact us. Most of the times the reason for delay are due to issues with
the shipping address or failed attempts of delivery, which we can solve immediately for you.
Which countries does KISS A FROG ship to?
We accept orders from Europe, North- and South America, Asia and Australia.
- Return & Replacement
-
Do I have a right of withdrawal?
Yes, you have a legally owing right of withdrawal. Any customer has the right to withdraw from his / her contractual agreement within one month in
writing (e.g. letter, e-mail, fax) without stating reasons or by returning the goods. For all details about conditions of cost absorption of return
shipping costs, please read our >> Right of withdrawal.
Can I replace a delivered item for another size or colour?
In case an article doesn't fit or please you, a replacement is of course no problem and in fact an easy process. If you wish to replace your
article with a different colour or size, please contact our customer service first, to check the availability of the desired size/colour of the article.
In case we have it in stock, we will be happy to reserve it for you. For details about the process please see Return & Replacement
How does the return shipment work?
For returning an item, please inform our customer service about your case first. The address for returning you can find >> here.
Your may use our black bag for returns if still intact. For information about the handling of return shipment costs please see our >> Right of withdrawal.
In which case do I have to pay the return shipment costs?
The customer has to pay for return shipment when the delivered goods are the ones that were ordered and when the price of the returned goods is
below 40 Euro or if ? in case of a higher value ? you have not yet made a payment at the time of your withdrawal. For details about the process please
see Return & Replacement
- Safety
-
Is there a risk when providing my personal data or my credit card information on the KISS A FROG website?
The safety and privacy of your data is our major concern. Your private information will be handled with utmost care and will only be used for
processing your order. To secure this standard all data that is provided during the check-out process in our shop will be transferred cryptographically
secured. We fully respect the privacy of your information - Data abuse strictly prevented! For more information please see our >> Privacy Policy .
ITEMS / COLLECTION
Are the items new and authentic?
We only offer new and 100% authentic goods.
Where do the items come from?
Besides the latest collections of international trend labels we also offer pieces from limited series as well as stocks and seasonal sales of top designers. That?s why we are able to offer attractive conditions of up to 70% below retail prices!
All offered goods are obtained directly from the brand?s agencies themselves or from their licensed distributors on the German market.
Can I purchase goods on the basis of wholesale conditions?
ORDERING PROCESS
When I placed an item in my shopping cart it was still available, but when I moved on to check-out it wasn?t available anymore. How is that?
As soon as you place an article in your shopping cart, we check the availability but reserve it for you only when at the moment of checkout. In very rare cases it may happen that the last item would be purchased by another customer in the meantime, before we process your reservation.
What is the watch list?
The watch list allows you to list articles you are interested in. Items are added automatically to your personal watch list as soon as you click ?Add to watch list?. You may display all items listed at any time under ?My watch list?. Later you may add a selection of them to your shopping cart.
How can I combine multiple items to one single order?
Collect all your items in your shopping cart and confirm the order only after buying the final item.
Please note that as soon as you complete the checkout process, your order is finalized and will be shipped just like that. In case you buy another item after having completed the checkout process, the new item will be treated as a separate order and will be sent out separately with separate shipping costs falling due.
How can I specify my preferred shipping address?
Under ?My KISSaFROG? you may specify and edit your shipping address in the ?Address manager? and choose this address if placing your order.
Can I change my shipping address after confirming an order?
"As long as you haven?t placed a payment yet, you may change or edit your shipping address.
To do so, log in to ?My KISSaFROG? with your password. In your ""Address manager"" you may add or edit your address. At ?Orders in process? you may activate that address for a specific order afterwards.
PAYMENT
How can I make a payment?
You may choose among our safe and comfortable payment methods bank transfer/debit, PayPal or credit card. For more details please see
>> Payment & Shipping.
Can I pay per cash on delivery?
No, unfortunately this is not possible. We only accept payment in advance of delivery.
Can I pick up my order personally and pay cash?
No, due to administrative reasons, this is not possible.
To which bank account shall I transfer my payment?
All payment information will be provided to you in a confirmation e-mail after placing your order.
What reference shall I give with placing a payment?
Please always provide your order number which is given to you in the confirmation e-mail. Additional or different reference information can cause a wrong or delayed payment allocation to your order.
How can I redeem my coupon?
Please enter your coupon code at ?Redeem coupon? during the check-out process.
SHIPPING
What are the shipping costs?
What do the shipping costs consist of?
Our shipping costs consist of postal charges, material costs (parcel, filling- and padding material) and the service charges of our logistic partner. Each order is considerately prepared and transferred to the shipping department, where the article is once again controlled, scanned and packed before the order will be handed over to our logistic partner who delivers it. That?s how your order will reach you perfectly safe and quick!
Who are the logistic partners KISSaFROG works with?
We ship with DHL, GLS und Fedex. Due to administrative reasons, exceptions are not possible. We only work with these three companies.
How long does the delivery take?
"We ship several times a day upon received payments. Within Germany, the usual delivery time is 1-2 business days (Europe and overseas 2-4 business days).
In case the delivery takes longer the usual, please don?t hesitate to contact us. Most of the times the reason for delay are due to issues with the shipping address or failed attempts of delivery, which we can solve immediately for you.
Which countries does KISSaFROG ship to?
We accept orders from Europe, North- and South America, Asia and Australia.
RETURN & REPLACEMENT
Do I have a right of withdrawal?
Yes, you have a legally owing right of withdrawal. Any customer has the right to withdraw from his / her contractual agreement within one month in writing (e.g. letter, e-mail, fax) without stating reasons or by returning the goods. For all details about conditions of cost absorption of return shipping costs, please read our
>> Right of withdrawal.
Can I replace a delivered item for another size or colour?
In case an article doesn?t fit or please you, a replacement is of course no problem and in fact an easy process. If you wish to replace your article with a different colour or size, please contact our customer service first, to check the availability of the desired size/colour of the article. In case we have it in stock, we will be happy to reserve it for you. For details about the process please see
>> How does the return shipment work?How does the return shipment work?
"For returning an item, please inform our customer service about your case first. The address for returning you can find
>> here.
In which case do I have to pay the return shipment costs?
The customer has to pay for return shipment when the delivered goods are the ones that were ordered and when the price of the returned goods is below 40 Euro or if ? in case of a higher value ? you have not yet made a payment at the time of your withdrawal. For details about the process please see
>> How does the return shipment work?
SAFETY
Is there a risk when providing my personal data or my credit card information on the KISSaFROG website?
The safety and privacy of your data is our major concern. Your private information will be handled with utmost care and will only be used for processing your order. To secure this standard all data that is provided during the check-out process in our shop will be transferred cryptographically secured. We fully respect the privacy of your information - Data abuse strictly prevented! For more information please see our
>> Privacy Policy .