RETURNS & EXCHANGES
START AN EXCHANGE OR RETURN
Items purchased from KONG must be returned in perfect and unused condition, free of deterioration, stains, smell or any condition that would prevent them from being sold as new. Items must also be returned in their original packaging including all labels and possible items included as part of the packaging, within 14 days of receipt of shipment, in order to receive a refund.
SPAIN ( IBERIAN PENINSULA )
For exchanges (FREE) and returns (4€) of orders with destination Spain, please use the following email for request: info@kongstore.es
*Only one exchange will be free of charge.
EUROPE & REST
For orders outside Spain, there is no possibility of processing a change of product or size. In order to process an exchange, the customer must return the purchased item and make a new purchase of the desired item on the website.
Please use the following email for request: info@kongstore.es
*Only available for these European countries. In case of not residing in any of these countries, the return must be made following the next option.
2. SHIP THE ITEMS BACK to our warehouse (Cost covered by the customer).
The items that the customer wishes to return must be sent via courier with tracking code (which we kindly ask you to send us by email) in a secure package, adding in the shipping reference name and the order number being returned (#XXXXX), followed by KONG in parentheses - Example: Lebron James #12345 (KONG) - The address to which you have to send the items is:
Att: KONG STORE
Av. Diagonal, 359, 1
08037 Barcelona, Spain
The charges derived from the return of an international order will be assumed by the customer and in no case will be the responsibility of KONG. We are working to offer a better service in this process which we hope to implement soon.
The refund will be processed through the original payment method used in the purchase within 5-10 working days after the item arrives at our warehouse. During collection launches and holiday campaigns, Black Friday or other periods of high courier density, return processing time may vary slightly.
** RETURNS - UK & IRELAND
As a result of UK export and import policies, it is possible that product returns to our warehouse in Spain may incur additional customs charges. KONG will not be responsible for these, so we recommend using a company that does not require payment of these at the time of delivery, but rather that the customer pays these costs.
** RECOMMENDATION
We recommend that UK customers who have doubts about the size, do not hesitate to ask us (info@kongstore.es) so that they do not have size problems once they receive the product. In case you still wish to return the product, please avoid using Royal Mail for the return shipment, since the operation in Spain has not worked well for us so far. Again, we are studying possibilities to improve the service to all UK customers.
Items purchased from KONG must be returned in perfect and unused condition, free of deterioration, stains, smell or any condition that would prevent them from being sold as new. Items must also be returned in their original packaging including all labels and possible items included as part of the packaging, within 14 days of receipt of shipment, in order to receive a refund.
SPAIN ( IBERIAN PENINSULA )
For exchanges (FREE) and returns (4€) of orders with destination Spain, please use the following email for request: info@kongstore.es
*Only one exchange will be free of charge.
EUROPE & REST
For orders outside Spain, there is no possibility of processing a change of product or size. In order to process an exchange, the customer must return the purchased item and make a new purchase of the desired item on the website.
Please use the following email for request: info@kongstore.es
*Only available for these European countries. In case of not residing in any of these countries, the return must be made following the next option.
2. SHIP THE ITEMS BACK to our warehouse (Cost covered by the customer).
The items that the customer wishes to return must be sent via courier with tracking code (which we kindly ask you to send us by email) in a secure package, adding in the shipping reference name and the order number being returned (#XXXXX), followed by KONG in parentheses - Example: Lebron James #12345 (KONG) - The address to which you have to send the items is:
Att: KONG STORE
Av. Diagonal, 359, 1
08037 Barcelona, Spain
The charges derived from the return of an international order will be assumed by the customer and in no case will be the responsibility of KONG. We are working to offer a better service in this process which we hope to implement soon.
The refund will be processed through the original payment method used in the purchase within 5-10 working days after the item arrives at our warehouse. During collection launches and holiday campaigns, Black Friday or other periods of high courier density, return processing time may vary slightly.
** RETURNS - UK & IRELAND
As a result of UK export and import policies, it is possible that product returns to our warehouse in Spain may incur additional customs charges. KONG will not be responsible for these, so we recommend using a company that does not require payment of these at the time of delivery, but rather that the customer pays these costs.
** RECOMMENDATION
We recommend that UK customers who have doubts about the size, do not hesitate to ask us (info@kongstore.es) so that they do not have size problems once they receive the product. In case you still wish to return the product, please avoid using Royal Mail for the return shipment, since the operation in Spain has not worked well for us so far. Again, we are studying possibilities to improve the service to all UK customers.