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.

    We’ll then confirm we’ve received your order and will advise you when your order is ready to be dispatched from our warehouse.

    Registering for an online account also means you’ll be able to access My Account, where you can check your orders, change your details, enjoy exclusive campaigns for registered customers, manage stock alert notifications, check your vouchers and much more.

    To find out how we use your personal information and your data rights, please see our Privacy Policy.

  • 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.

    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.

  • 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.

    Customers with a Kolor Kids account can also sign up to the waiting list for a product - simply select your size and click 'Email me when back in stock'. If it becomes available, you will receive an email from us. Kindly note that this option is not available for all products or any sale items.

  • 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.


    If you are a registered customer, you will be able to login to your account and view the status of your order and any comments or emails we have sent you.

  • 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.

    If it is your first order, we will be happy to help you place your order online, we cannot accept first orders over the phone.

  • 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.

    Please contact us in one of the following ways to ensure we get to your request as soon as possible.


    1. Contact us by Chat or phone.
    2. Email info@kolorkids.pt

  • 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.


    1. Contact us by Chat or phone.
    2. Email info@kolorkids.pt


    Once your order has been dispatched, we cannot redirect it to a different address

  • 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).

    Kolor Kids is fully engaged in offering clients a safe shopping experience.

  • Where can I receive my order?

    We deliver worldwide.

    Customs clearance: Import duties are not included in your order total. Where applicable, you may be requested to pay additional fees upon delivery of your order.



    SHIPPING COSTS & DELIVERY TIMES



    		 Service Provider Shipping Costs & Time
     Portugal DHL

    For free (from a value of goods of €60)

    € 4,95

    1 - 2 working days

     Portugal Islands CTT

    For free (from a value of goods of €100)

    € 8

    3 - 6 working days

     Spain (except Balearic Islands)

     DHL


    For free (from a value of goods of €100)

    € 10

    3 - 4 working days

    Express/Fedex

    € 22

    1 - 2 working days


     Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary,Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Romania, Slovakia, Slovenia, Sweden.

     DHL

    For free (from a value of goods of €250)

    € 16

    3 - 6 working days

    Express/Fedex

    € 22

    1 - 2 working days


     Iceland, Norway, San Marino, Switzerland

    Express/Fedex

    For free (from a value of goods of €250)

    € 25

    1 - 2 working days

     UK (except Channel Islands)

    Express/Fedex

    For free (from a value of goods of £250)

    £ 25

    1 - 2 working days

     Canada, Mexico, USA
    		 Express/Fedex

    For free (from a value of goods of $300)

    $ 25

    1-2 working days

     Albania, Anguilla, Antigua, Argentina, Bahamas, Barbados, Belize, Bermuda, Bolivia, Bosnia, Chile, China, Colombia, Costa Rica, Cyprus, Egypt, Ecuador, El Salvador, French Guiana, Georgia, Guadeloupe, Guatemala, Haiti, Honduras, Hong Kong, India, Indonesia, Israel, Jamaica, Japan, Jordan, Lebanon, Libya, Macao, Macedonia, Malaysia, Malta, Martinique, Moldova, Montenegro, Netherlands Antilles, New Caledonia, Nicaragua, Panama, Paraguay, Peru, Servia, Singapore, South Korea, Suriname, Taiwan, Thailand, Trinidad and Tobago, Turkey,  and Venezuela
    		 Express/Fedex

     For free (from a value of goods of €300)

    € 30

    4 - 7 working days

     Rest of the World  Express/Fedex

    For free (from a value of goods of €300)

    € 40

    4 - 7 working days


  • 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.

    Delivery to certain countries may incur customs duties and, in some cases, also government taxes. Kindly note that the payment is your responsibility.

  • 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).


    Returned items must comply with our returns policy:


    • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
    • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
    • Items pre ordered and made to order are unable to be exchanged or refunded.
    • Please note for hygiene reasons hair accessories, socks, tights and swimwear cannot be exchanged or returned.

  • 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 .


    In the case of returns motivated by defects, wrong shipment or other reasons unrelated to the customer, the collection of your parcel will be at the expense of the company.


    *Please bear in mind international returns outside UE will be subject to import duties and taxes.

  • 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.

    Portugal

    Spain

    UE

    €4,95

    € 8,00 

    € 16,00


  • 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.


    We are not able to hold items and cannot guarantee their availability prior to receiving 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.


    Please note it can take a few more days for your bank to complete the refund for the funds to show your account, depending on their processing time.

  • 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
    • American Express
    • Master Card
    • Maestro

    We also accept:
    • PayPal
    • Multibanco and MB WAY
    • Bank Transfers

    If you wish to place an order using Bank Transfer, please see further details here. here:
    IBAN: PT50 0018 000347078829020 14   
    SWIFT: TOTAPTPL   
    Bank Account Santander:  0003 4707 8829 020)

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

    Kolor Kids currently accepts payments in:

    • Euro (EUR)
    • U.S. Dollar (USD)
    • British Pound (GBP)


    If your payment method is Credit Card, make sure you have 3DS active (a security measure that can be activated with your bank, where a code is sent via SMS to validate your payment). If you are unable to pay by any other method, please contact our Customer Support.


  • 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:


    • You mistyped your number.
    • You have mistyped the expiration date or the security code (CVV).
    • The name and address does not match the address your bank has on file for you.
    • Your bank has refused the payment for security reasons.
    • There are not enough funds in your account to cover the payment.


    Please contact your credit card provider or bank for more detailed information as to why your payment was refused. We invite you to contact us after in the event that the bank is unable to provide you with a sufficient answer.

  • 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.

    The size guide is only a guide and not a guarantee that the item will definitely fit. If you need more help, please contact us on our Chat.