Frequently Asked Questions
When you have found an item that you would like to have, you simply choose your size and the number of pieces you want. Then click on “Add to cart”. You can then add multiple items. When you have finished shopping, go to the shopping cart at the top right. Here you can complete the order by clicking on “Proceed to checkout”. Enter all your details here (or login with your account), choose your payment method and pay your order securely online. When the payment has gone through, we will get to work as soon as possible to send your items!
When in doubt about a size, it is best to view the product photos. We place as much as possible the length and size of the model in the photos. Based on this, you can easily estimate which size fits you best. There is often also a fit that you can take into account. If you still have questions, send us a message.
It's always annoying if you haven't received a confirmation email! Unfortunately, our emails of order confirmations and credit memos sometimes end up in the spam or unwanted mailbox.
When the payment has been successful, you can assume that the order has also gone through and you will receive it the next working day, with the exception of Sundays and public holidays. If this is not the case, you can of course always contact us via firstname.lastname@example.org. Then we'll check it out for you!
Unfortunately, it is not possible to change data after your order. The orders that come in to us are often processed, packed and sent within 15 to 60 minutes.
With the track & trace code, which you have received by email, you can check the expected delivery time, and possibly please contact DHL/Post NL. Perhaps they can do something for you!
At Kensi it is not possible to reserve items in the webshop. So always be quick so that you don't miss your items!
You have 14 days from the shipping date to return your purchase. The costs for this are € 3.95. You can register your return via https://kensi.returnista.com/nl
You can always pay 100% safely with us. You can choose from different payment methods. You can choose from: Credit card, iDeal, PayPal and Klarna.
The payment failed or was interrupted in the meantime. That happens once in a while. How do you know for sure whether the payment was successful if it was interrupted in the meantime or if an error message appeared, for example? It is then best to check your own bank statements to see whether or not the amount has been debited. If the amount has been debited from your account, you can assume that it has come through to us. We will then compose and send your package as soon as possible. If the amount has not been debited from your account, or you want to check this to be sure, you can contact our customer service via email@example.com. They will then check with your order and payment and check whether it has been transferred correctly.
We will send you an order confirmation by e-mail within an hour, to the e-mail address you entered with us during the checkout process. If you have not received an email, be sure to check your spam box and unwanted mailbox. It is possible that the order ended up here by accident. If you have not received any e-mail in these mailboxes and you are sure that the payment has been debited from your account, you can always check via firstname.lastname@example.org. whether your order and payment went through successfully.
When you place an order with us, we try to deliver it to your home as soon as possible. The following applies: ordered before 20:00? Shipped the same day and therefore delivered the next day. It is then in the hands of the parcel service when you receive this exactly at home. They deliver on Monday to Saturday. So if you order on Saturday, the package will only arrive on Monday because Sunday is not delivered by the parcel services.
The shipping costs are €3.95. Delivery is free with an order from €40.00.
The package and the shipment can be followed via the Track & Trace code that you will receive by email after the package has been sent by us and registered with the parcel service.
If your package has been damaged during shipment, it is very annoying first of all. It is best if you immediately take pictures of the damaged package and items and contact our customer service via email@example.com. We will solve this with you and look for a suitable solution.
It is possible that a garment/accessory shows a defect when worn, for example, please contact us as soon as possible. The guarantee applies for a maximum of 4 weeks after receipt. We do not guarantee against improper use of clothing and accessories, as a result of which the product has broken down. The following conditions also apply:
- No washing guarantee is given. Any problems arising after washing are your own responsibility.
- We do not guarantee product applications such as sequins, studs and stones.
- We do not guarantee stains caused by perfume or deodorant.
You are missing an item or the wrong size has been sent. It is of course still human work to pack the packages, so it is always possible that something goes wrong. In this case, we are disappointed with you and it is best to contact our customer service via firstname.lastname@example.org. They monitor your order and provide a suitable solution!
If you want to place an order online, you do not need an account. It is easier when you place an order to create a Kensi store account. All data will then be remembered and you do not have to enter it again with your next order. You will also receive an overview of your order history in your account and we will keep you informed via our newsletters when we have new collections or promotions.