Customer Care

Thank you for your support of Krochet Kids intl. through your purchases. We want you to have a great experience with our products, so if your question is not answered in the below responses please don’t hesitate contacting us by email or by calling our customer care line.

Customer Care Email:
customercare@krochetkids.org

Customer Care Line:
1 (949) 791-2560


Ordering

Q: How do I know if my order went through?
A: Once your order is placed, you will receive an email confirmation with your order receipt.

Q: What if I did not receive an email confirmation?
A: Usually this means your email was invalid or your order did not process correctly. Please email customercare@krochetkids.org to confirm your order.

Q: What if my shipping address is different than the billing address?
A: Check the box on the checkout page that notes your shipping is different than your billing address. It will allow you to fill out the correct information for the shipping address.

Q: How do I track my order?
A:You should receive an email when your order ships that contains your tracking number. If you haven’t received this email in 3 business days after your order please email customercare@krochetkids.org with your order number and we would be happy to send you your USPS tracking number and status.

Q: What if I get an error message about security issues?
A: We assure you that our website checkout page is secure and all transactions are completely private and secure. Sometimes the security systems on personal computers are not compatible with the security used on our checkout page. If you are unable to place the order because of that, please email customercare@krochetkids.org and we would be happy to assist you in placing your order.

Q: What if I am unable to place my order through your website?
A: This is an uncommon occurrence, but if you are unable to place your order, please email customercare@krochetkids.org and we will be happy to input your order a different way.

 

Shipping

Q: Do you ship internationally?
A: Yes! We ship to over 20 countries across the globe with a flat rate of only $13.99. Just follow the steps during the check out process to get our products to your doorstep. Please scroll down to the International Shipping section for more info.

Q: How long will it take to get my order?
A: It will take approximately 4-7 business days to receive your order.
*During high volume periods your order may need 1 or 2 more days to be processed and shipped. :) *

 

International Shipping

Q: Where do you ship internationally?
A: We ship to over 20 countries worldwide. Add a product to your cart to view all the available countries. SHOP NOW
*If your country isn’t listed email us at customercare@krochetkids.org and we will consider adding it.

Q: How long will it take to receive an international order?
A: It will take 1 to 3 business days to process your order and 3-5 weeks for it to arrive, depending on the country.
**NOTE** There are occasionally fees and duties that required for international shipments in the recipient country, and the customer is responsible for paying any such fees.

Q: Is there tracking information for international shipments?
A: Yes, we will provide you with a tracking number for your international shipments for you to see its progress as it gets to you! Many countries do a good job scanning and utilizing the tracking number, however, there are others who will not follow through with updating tracking information and this is out of our control.

Q: Can I return or exchange an international order?
A: Yes, however we do not cover any of the duties or taxes for exchanging or returning international orders.

 

Returns | Exchanges

Q: How do I make an exchange?
A: Need a different size? Want a different color? We would be happy to exchange it for you. It must be in its original condition with merchandise tags in place and with a valid invoice. Please ship to:

Attn: Returns/Exchanges
Krochet Kids intl.
1630 Superior Ave Unit C
Costa Mesa, CA 92627

KKi only exchanges product within 30 days of the original ship date. Please make sure your exchange is made within these 30 days. Exchanges take 1-2 business days for processing and 2-3 business days to ship back to you. You will receive an email confirmation regarding your exchange as well as a tracking number. Please note that we may not have the item you would like to exchange in stock. If this happens, we will contact you to let you know of this issue. If the item has a price difference for more than the original product, you will be contacted to charge your credit card the difference. If the item has a price difference for less than the original, the original card will be refunded the difference. Please do not include cash or check.

Q: How do I make a return?
A: We are committed to customer satisfaction. If you receive merchandise that you are unhappy with, simply return it to KKi within (15) days – in the condition you received it. Merchandise must be returned in its original condition with merchandise tags in place and with a valid invoice. Refer to the return policy included on the back of the ship receipt and send to:

Attn: Returns/Exchanges
Krochet Kids intl.
1630 Superior Ave Unit C
Costa Mesa, CA 92627

KKi can only refund money onto the original account used up to 15 days past the original ship date. Returns take 1-2 business days for processing and 12 hours to 1 billing cycle depending on your bank. You will receive an email confirmation regarding your return and money refunded. Shipping is nonrefundable.

Q: What if I lost the order receipt for a return or exchange?
A: Please email customercare@krochetkids.org and we would happy to retrieve your order number and receipt for you.

Q: Do I have to pay to ship a return or exchange?
A: Customers are responsible for shipping returns and exchanges back to our warehouse. KKi will pay for shipping your exchange back to you. We advise using a service that is traceable since KKi is not responsible for items lost in transit back to our warehouse.

Q: I think my order got lost in the mail. What do I do?
A: If you have not received your order in the allotted time, please email customercare@krochetkids.org so we can work out this issue for you.

Q: Can I return or exchange a product I purchased at a KKi event?
A: Unfortunately, all sales for events are final and we are unable to exchange or return them.

Q: Can I return or exchange a product I purchased at a retail store?
A: All products purchased through retail stores must be returned and exchanged through that same retail store according to their return and exchange policy.

Q: If I return an item, how long will it take to receive a refund?
A: Once your return is received, we will process your refund within 1-2 days. Your shipping is nonrefundable. Depending on your bank, your credit will take 12 hours to 1 billing cycle to be applied.

Q: What if I receive a damaged hat?
A: If you have received a hat that seems to be damaged, please email customercare@krochetkids.org and we would be happy to send you a replacement.

Q: What if I want to return or exchange a hat and it has been past the 30 days?
A: Unfortunately, we are unable to make exchanges if it has been past the 30 days or refunds if it has been past the 15 days.

 

Holiday Exceptions

Q: Do you have any holiday exceptions?
A: We do understand that holiday gifts are purchased in advance so we allow a 60 day return policy for products purchased Nov 15th through Dec 20th.

VISIT OUR GENERAL FAQ PAGE FOR MORE INFORMATION