FAQ : HOW COULD WE HELP YOU ?

Orders

I can not pay on the online store, what to do?
You wish to place an order on our site and you can not validate your payment by Credit Card? Foremost:

  1. Make sure that the bank details that you leave us correspond to a credit card accepted on our website (exclusively Visa cards, Eurocard Mastercard and credit card).
  2. remember to check that you have entered the correct bank details on the payment page.
  3. if the problem persists do not hesitate to contact us by email at the following address contact@kiwamitriathlon.com or by phone +33 (0) 5 59 32 29 36.
 

Your payment could not be validated by our services. The bank details you have given us have not allowed us to process your order. In the immediate future, your order is automatically canceled. We pay special attention to payments. We may therefore have to carry out additional verifications with the financial organizations concerned.

Import taxes and customs fees: When I choose my country of delivery, prices increase, what happens?

The VAT zones operate in relation to the billing address but also the delivery address.

  1. In the context of intra-community delivery, French VAT is applied (20%).
  2. Otherwise, your delivery will be made free of tax and upon receipt of your package, you must pay the customs duties in force in your country. KiWAMi is not responsible for these import fees and other taxes.
  3. For any further information, do not hesitate to contact KiWAMi! (contact@kiwamitriathlon.com or Tel / Fax: +33 5 5932 2936)

For example: If you live in Switzerland and ask for a delivery in France, VAT will apply automatically. If you do not wish to pay VAT, you must indicate a delivery address in Switzerland or other countries that are not members of the European Union.

Custom printing

Be careful about spelling (uppercase, lowercase and accents) we could not exchange or refund your custom outfit

Which size should I choose?

A sportswear must be adjusted to limit the inflow of water during swimming (triathlon) but also to avoid areas of friction. In order to choose the right size, please refer to our size guides Man, Woman, Child. If you are between two sizes, we advise you to choose the largest one. If you are still not sure of the correct size, please contact our customer service at contact@kiwamitriathlon.com for more details or call +33 (0) 559 329 36. Our team will be happy to to advise you.

See the size guide

Shipping

When will my order be delivered?
  1. All orders placed Monday to Friday before 2 pm will be prepared and dispatched the same day.
  2. Any order placed Monday to Thursday after 14 hours will be prepared and shipped the next day.
  3. Any order placed between Friday 14 hours and Sunday midnight will be prepared and shipped the following Monday.
  4. However, it is specified that custom products "RIO NATION" being made to order, the preparation time of it may reach a period of 15 working days or so. To which will be added the delivery time, variable according to the destination.

To know: once your command delivered to the carrier, you will receive an e-mail confirming you his shipment.

What are the delivery delay and how much are the shipping costs?

Deliveries are guaranteed from Monday to Friday. Orders placed and validated before 14h (GMT + 1) are processed the same day.

You can choose from three types of delivery: standard, express or relay point:

Delivery in Metropolitan France offered from 120 € in relay point

Delivery relay point via Colissimo, with signature, within 2 to 3 business days (Metropolitan France excluding Corsica): 6 € TTC, offered from 120 € purchase. Please note that the opening and pick up times may vary depending on the relays. Have a valid ID to pick up your package.

Delivery at home via Colissimo, without signature, within 2/3 working days (Metropolitan France excluding Corsica): 8 € TTC.

Express delivery via FEDEX within 24 hours (Metropolitan France excluding Corsica, working days only): about 30 €, variable price.

Delivery with signature.

Delivery to Germany, Austria, Belgium, the Netherlands, Luxembourg, the United Kingdom, Switzerland, Italy, Spain, Poland, Czech Republic, Slovenia, Slovakia, Greece and Portugal .

Delivery at home in 4 to 7 days according to the destination: 12.50 € HT.

Express delivery at home via FEDEX (excluding Switzerland): between 15 € HT and 30 € HT depending on destination - variable price.

For delivery in Switzerland, customs fees may be applied and are the responsibility of the customer, the products being billed excluding tax.

Delivery to other countries of the European Union

Delivery at home in 4 to 7 days depending on the destination: 30 € TTC.

Express delivery at home via FEDEX: price varies according to destinations.

Delivery in the DOM TOM

Delivery at home via Colissimo against signature within 4 to 15 days depending on destination and customs: 15 € HT

For delivery outside the European Union, customs fees may be applied and are the responsibility of the customer, the products being invoiced excluding taxes.

Delivery in the rest of the world

Delivery at home via Colissimo against signature within 4 to 15 days depending on the destination and the customs services: 25 € HT

For delivery outside the European Union, customs fees may be applied and are the responsibility of the customer, the products being invoiced excluding taxes.

My package has not been delivered, what can I do?

If the delivery of your parcel is running late, please contact our customer service. (+33 (0) 5 59322936).

We will launch a request to the postal services.

Is it possible to send my package to a third person or to an address different from that of billing?

Yes, your parcel will be sent to the person and to the address indicated by you in the field address of delivery.

You have the option to register multiple addresses in your account and to differentiate delivery and billing addresses.

Caution: if you wish to be delivered at your place of work, thank you to indicate the name of the company to avoid any problem of delivery.

How can I be informed that my order has been sent?

When your order leaves our warehouses, you are immediately informed by email. You can also consult the tracking of your order via your account on kiwamitriathlon.com

What are your shipping partners?

All orders placed outside the United States / Canada are prepared and shipped from our head office in Montardon, France (64).

Our logistics partners are La Poste for all "classic" deliveries by Colissimo and the Fedex company for Express shipments.

Return & exchange

How can I return a product?

You have received your items but the size or the cut does not suit you? Do not worry, you have 15 working days from the date of receipt of your package to return the products concerned (with the exception of products that have been marked and products belonging to the range RIO NATION, because these are customized products). Return postage costs are your responsibility. You must return the product (s) at your expense except in the case where you have received a product with a manufacturing defect or does not correspond to your initial order. In this case, you will need to contact customer service at contact@kiwamitriathlon.com to obtain a prepaid return receipt.

The return is at the risk of the customer. The product must be returned in its original packaging, in its original condition, new, unworn, unwashed, accompanied if possible the delivery receipt received in the order.

To know: Kiwami will refuse any damaged, damaged, dirty, incomplete article which would not have been the object of remarks or express reserves by the customer as soon as the delivery.

Please send your return to the following address:

KIWAMI, 9 AMPERE STREET, 64121 MONTARDON, FRANCE

Upon receipt of the returned product (s), they are checked by our logistics department before being reimbursed (s). A period of 3 to 8 days is then necessary for the refund to be effective. If you have a debit card or a credit card, this refund will be at the end of the current month.

Can I return a personalized outfit?

Given the unique and personalized nature of the article, it can not be returned or exchanged, in accordance with Article L121-21-8 of the Consumer Code:

"The right of withdrawal can not be exercised for contracts (...) for the supply of goods made to the specifications of the consumer or clearly personalized ...".

As a result, you have no power to invoke any right of withdrawal. Also, we recommend that you devote the time and attention to creating your article before you buy it.

How should I do if I want to change size or model?

Kiwami specifies that product orders can only be refunded, as any exchange is expressly excluded. For a new size, another model or another color, just reorder on the e-shop.

care and use tips

How should I wash my triathlon outfit?

Your KIWAMI triathlon outfit is a highly technical product designed for performance. In order to preserve its technicality, cut and color, we advise you to respect our maintenance rules and our products.

Washing :

For a better longevity of your outfit, we strongly recommend a hand wash with a mild soap and a rinse with clear water.

If, however, you wish to use your washing machine, we advise you to:

Close the zip before putting your outfit in the machine;

Always wash the garment upside down;

Wash cold or very low temperature (below 30 ° C, fragile program, lingerie or wool) with a gentle spin so as not to break the fibers;

Use a mild liquid detergent specially formulated for sporting goods (do not use chlorine, bleach, whitening, softeners, perfumes and dyes);

Wash your Kiwami triathlon outfit separately from your clothes;

Extend your outfit directly flat at the end of your machine. It is important not to leave it wet for several hours in your machine;

NO ADOUSSING OR BLEEDING.

Drying:

DO NOT USE A DRYER OR IRONING, your outfit may shrink and lose its technicality;

The drying is to be done in a natural way, away from direct sunlight, and from sources of heat (without twisting your outfit to drain it so as not to take the risk of deforming it);

Use clothes pegs that do not break the fiber or are not likely to snag fabric;

Store Kiwami outfits in a dry and ventilated place. Avoid wet places.

To extend the life of your Kiwami products, please pay special attention to the following:

Triathlon and trail-running products: our triathlon suits are reserved for use in competition and are not designed to be worn at every training session. Do you use your carbon wheels during your workouts ?

To know: for outfits designed in a white fabric, know that they will obviously be more prone to stains and stains (perspiration, cream, felt, marking number bibs ...) than dark fabrics.

Swimming products: our advice for the maintenance of your swimsuit

Rinse / wash your swimsuit in clear water or with a mild soap after each use, chlorine and salt are the worst enemies of your swimsuit because they destroy the spandex fibers contained in the fabric;

Spin without wringing or stretching your swimsuit and let it dry in a dry place away from the sun.

In the machine, use a cycle for fragile linen or lingerie and place it in a net.

What is the lifespan of a Kiwami outfit?

The life of our triathlon and trail products depend on your use!

We advise you to respect the maintenance advice our products will accompany you a long time on your races!

Kiwami's guarantee

The Kiwami guarantee

Kiwami warrants its zips and seams for one year from the date of purchase. If the seams of your outfit get loose, we repair your garment *. The warranty does not cover any damage resulting from improper use, falls, abrasive friction and non-compliance with maintenance instructions.

* Kiwami repairs the seams / zips of clothes in good general condition. In our goal to provide quality clothing, we do not repair the seams of an unusable garment (holey or very worn). To ensure your comfort and your image, it is indeed advisable to replace a garment become too damaged to run in good conditions.

Since Kiwami products are highly technical, it is important to follow the instructions for use.

The following damages are not covered by the warranty:

-Damage caused by misuse, abuse or negligence.

-The damage of impacts and scratches.

-The cuts / tasks / holes.

-Non-compliance with washing instructions causing discoloration / shrinkage / pilling.

-The normal wear of materials, discolourations due to abnormal use of the garment.

Specific cases:

Abrasion / Pilling

To create our models, we select not only technical fabrics but also soft and comfortable to wear. However, these fabrics remain fragile to a certain extent and are less resistant to wear than a pair of jeans for example! Avoid any friction with belts (poor quality bibs, backpack webbing, etc.) or with gripping or rough surfaces such as velcro, for example, which produces abrasion effects more or less inevitable . Be aware that this does not hinder the functionality of the product and that the damage is only aesthetic. Kiwami does not guarantee the effects of abrasion.

Lycra and spandex

These are elastic fibers incorporated in the tissues to improve their extensibility. During training or in competition, chlorine, perspiration, sunscreens or energy drinks attack these fibers. This is why careful maintenance after each use helps to counteract these harmful effects. Do not forget to rinse the clothes with clean water immediately after use in chlorinated or salty water and after any sports activity, in order to prolong their life.

REPAIR SERVICE: I made a hole in my triathlon outfit, what can I do?

Kiwami offers its customers a repair service. In order to benefit from it, please read carefully the different steps.

Follow the following directions:

  1. Contact the dedicated customer service at contact@kiwamitriathlon.com
  2. Specify in your e-mail, last name, first name, date and place of purchase;
  3. Detail the problem encountered;
  4. Join at least 2 photos of the problem (wide shot and Zoom); A copy of the invoice.

Without these elements, no return or repair can be processed.

Upon receipt of your e-mail with all the above information, our foreman will review and determine whether a repair can be performed or not.

Our sales team will then offer you a quote including the handling of your problem as well as the shipping costs. For payment, an e-mail request will be sent to you.

Once the quote has validated the quote, return the product to the following address and complete the return receipt sent.

KIWAMI

9 AMPERE STREET

64121

MONTARDON

CAUTION: All items returned for repair must be washed and clean. We do not accept dirty or wet clothes.

Upon receipt of your product, the repair time is 1 to 3 weeks. It should be noted that our workshop is closed all the month of August. Your repair requests will be processed in September.

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