Need help?

Here you will find everything you need to know.

  • How do I create an account?

    When you shop with us for the first time online, we do ask that you register for an online account and provide your email address and some additional information. To do so, please follow the link by clicking here.

  • I can't log into my account

    This usually happens for two reasons:

    Incorrect email
    If you have entered your email address incorrectly when creating an account, you will not receive a confirmation email and consequently, your correct details will not be recognized next time you try to sign in. If you think this might be the case, please email us or contact us on Chat with your name and email and we will solve the problem for you.

    Forgotten password
    If you have forgotten your password enter your email address here and your password will be emailed to you.
    ***Please check your spam / junk folder if you have not received a new password within 2 hours. Alternatively, you can email us or contact us on Chat with your name and email and we will reset your password for you.

  • How can I check the status of my order?

    Once your order has been shipped, you will receive an email with your tracking number so that you can check progress with the relevant courier.

  • Can I book an item and order it later?

    For all customers who have an account with us we are happy to reserve any items for you for 3 days. Items that are on sale can be reserved for 24 hours. Please email us or contact us on Chat if you would like us to reserve items.

  • Can I order an OUT OF STOCK item?

    If you are interested in a size or product from New Collection that shows on the website "Sold Out" please contact us. We have an excellent relationship with our brands and will do our very best to get more.

  • How do I know if you received my order?

    We send an email confirmation for every order and it should be with you within 10 minutes. If you do not receive it please check your spam/bulk folder and if you still cannot find it, please contact us.

  • Can I order by phone or email?

    Yes, for existing customers please give us a call or send us an email and we will place the order for you.

  • Can I change my order?

    We like to send out orders to our customers very quickly and we will do our best to assist you.

  • Can I change my address after placing an order?

    Please let us know immediately if you have made a mistake with your address so we are able to change it for you.

  • Can I order a Gift Card (e-Gift Card)?

    Yes, we do offer gift cards. On the gift e-card page just choose the image of the Gift Card, how much you want to offer, add a special message, delivery date and recipient e-mail address. We take care of the rest!

  • Is it safe to buy online with Kolor Kids?

    We guarantee that your payment and personal data will always be kept 100% private and secure. All personal data is securely encrypted and protected with SSL (the industry standard for securing data on websites).

  • Where can I receive my order?

    We deliver worldwide.

  • Do I have to pay duties and taxes? (Deliveries within the European Union)

    Where applicable, VAT is included in the price of the product and you will clearly see it in your shopping bag when you check out.

  • Do I have to pay duties and taxes? (Deliveries outside the European Union)

    For some countries outside the European Union, you might be asked to pay import duties when receiving the order.

  • Where is my parcel?

    Once your order has been shipped, you will receive an email with your tracking number so that you can check progress with the relevant courier. Please contact us on our Chat if you do not receive your tracking number or are worried about the tracking that is showing for your order.

  • What if I have not received my parcel?

    If you have not received your parcel within the promised time frame, please contact our customer service so we can resolve the issue for you. Please note that a missing parcel claim must be reported to us within 30 days from the day you have placed your order.

  • How do I make a return?

    We are happy to refund any items within 30 days from date of arrival that meet our guidelines (subject to our terms and conditions).

  • What is your return address?

    Here is the address your return should be sent to: Kolor Kids R. Restauração Independência, NR 11 - 4ESQ Parque Luso 2855-717 Corroios PORTUGAL

  • How do I proceed to make an exchange or return?

    To return or exchange an order online, you must:

    Enter "My Account";
    Go to the “Orders” section;
    Select the respective order;
    Click on Return/Exchange and follow the steps indicated.

  • What are the return costs?

    The return cost is responsibility of the customer, For more information, please contact our customer support through our email: info@kolorkids.pt .

  • How do I arrange a return label with you? (UE)

    For some Union European countries, we offer a more convenient service where we can arrange a return for you through DHL. The delivery cost of the return package will be deducted from the refund amount. You can request this service through your Kolor Kids account when you register your return request. Please see the list of countries and prices.

  • Exchanges

    To avoid disappointment, we advise that you place a new order for any items you wish to exchange for and request a refund for your return, as the items you want may sell out in the time it takes for us to receive your return.

  • How long is the Return Processed?

    We aim to process all returns within 5 business days of receiving your parcel. Please note that items must meet our return policy. We will send you an email to confirm that the funds have been refunded or exchanged. The details of your return and refund will also be posted to your account.

  • Is the refund amount for my return different from the amount paid for the item?

    There may be several reasons why the amount may be different:

    If you have instructed us to arrange a return service for you, the amount for this service will be deducted from your refund amount.
    Also, your bank converts the refund amount into your local currency.
    Your bank might use a different exchange rate than it used when you paid for the item and it might also charge a transaction fee for a foreign currency transaction.
    Pay customs duties over returned items outside UE will be deducted from your refund amount. All customs and import duties are supported by the customers.

  • The item I bought is on sale, is it possible to refund the difference?

    Unfortunately, we cannot refund the difference in price if an item went on sale after the date of your order.

  • What payment methods are available?

    We currently accept most major credit and debit cards: Visa

  • I cannot pay for my order, how do I proceed?

    Kolor Kids currently accepts payments in:

  • Is it safe to use my credit card online at Kolor Kids?

    Shop in all confidence at kolorkids.pt thanks to a maximal guarantee of online safety. Kolor Kids is fully engaged in offering clients a safe shopping experience. Your credit card data is transmitted to our server in an encrypted SSL code (Secure Socket Layer) via Adyen and SIBS.

  • I paid with a credit card, and my card was declined. What happened?

    If your Credit Card has been declined, it could be for a number of reasons:

  • Are all your products authentic?

    Yes, we are an authorized retailer of all the designers we feature. All our products are sourced directly from the brands and we guarantee every item to be 100% authentic. We only sell to individuals and do not sell on to other wholesalers.

  • Can you give me more product and sizing information?

    For more information on sizing, click on "Help with Size" on the product page. We have a size guide available for each designer.