Shipping & Delivery FAQ
1. How can I track my order?
As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. Please check your order status regularly via the tracking link sent to your inbox to avoid missed deliveries or delays.
2. What happens if I am not at home during delivery?
If the courier cannot reach you, your parcel will usually be redirected to a nearby DPD or UPS Access Point. Please check your tracking number to see exactly where your parcel has been deposited. You can pick it up there within 5 to 7 days.
3. I missed the pickup deadline – what happens now?
If you haven't picked up your package in time, it will be returned to us. We will automatically refund the full purchase price. You are welcome to place a new order in the KISSA store.
4. My tracking shows “delivered” but I did not receive anything – what should I do?
- Check your mailbox, neighbors, or building management.
- DPD/UPS may have delivered your parcel to a nearby Access Point or left it with a neighbor.
- If you still cannot locate it, please contact DPD or UPS directly with your tracking number.
5. What if my delivery address was incorrect or incomplete?
If a parcel cannot be delivered due to an incorrect or incomplete address, it will automatically be returned to us. Please double-check your delivery details before completing your order. If your order has not yet been shipped, please complete this form and we will update the delivery address for you.
6. How long does delivery take?
- Austria & Germany: usually 2 to 5 business days
- Other EU countries: usually 5 to 7 business days
Please note: Delivery times may be longer during public holidays or peak seasons (e.g. Black Friday, Christmas).
7. Can I change my delivery address after ordering?
Address changes are not possible once your order has been shipped. If you notice an error, please fill out this form as soon as possible so we can update the address before dispatch.
8. I did not receive a shipping confirmation or tracking number – why?
Please check your spam folder. If you cannot find the email there, fill out this form with your order number and we will resend the shipping details.
9. Which shipping options are available?
We currently ship with UPS and DPD. Express delivery options are not available at this time.
10. My parcel arrived damaged – what should I do?
Please take photos of the parcel (outside and inside) and of the damaged product. Contact us within 48 hours of receiving your order so we can arrange a replacement or refund.
11. Can I cancel my order?
If your order has not yet been shipped, please fill out this form as soon as possible. We will try to cancel it before dispatch and refund the purchase amount.