Frequently Asked Questions
When will my package be delivered?
You will receive a separate email with tracking number once your order ships. Order processing and delivery is approximately 6-10 business days within the continental united states and approximately 3-10 business days for international. (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. We do not offer expedited shipping at this time. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays, or transfers, from ups/dhl/fedex to international mail carriers. Customers with non-contiguous US addresses (APO/FPO, Guam, Hawaii) may also take longer to deliver. We are not able to ship to P.O. Boxes at this time.
Do you allow refunds/returns?
All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations / returns. KKW Fragrance reserves the right to refuse any returns at any time. Before you place your order, please confirm that all your information, including your shipping address, name, phone number, credit card information and fragrance selection is correct; we are not responsible for incorrect address, updating your address, changing the order once an order has been placed. Thank you.
How can I reach your Customer Service team and when should I expect a response?
For customer service inquiries only, please email Help@KKWFragrance.com. Our Customer Service team is available M-F 8am - 5pm pst. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.
I have not received my order confirmation, did my order go through?
Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team Help@KKWFragrance.com if you have not received your confirmation email after 24 hours of your purchase.
Can I make changes to my order once its been placed?
Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.
I have received my order and need some additional assistance.
Please contact our Customer Service Team Help@KKWFragrance.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.
I am an international customer; do I have to pay customs and taxes?
Items shipped outside of the United States are subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. The countries that require duties, taxes, handling and/or other miscellaneous fees are included in the cost of your order and will be calculated at the time of purchase.
Are KKW FRAGRANCE products sold at any other retailers?
No. KKW FRAGRANCE products are exclusively sold online at KKWFragrance.com
How do I find out about upcoming launches and restocks?
New product and restock information will always be posted on the Kim Kardashian official app and on our official Instagram account @kkwfragrance
Is there a limit to how much I can buy?
Due to the exclusivity of our products, some items may have limits placed the maximum quantity that may be purchased in one transaction.
Can I reserve items by adding them to my cart?
All products on KKWFragrance.com are in stock and available for order (unless otherwise noted). Items can not be reserved by holding them in your cart. Product availability is extremely limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.