How do I make an order?
You select the items you want and add them to your cart. After that you’ll need to fill in your details regarding delivery and billing.
How will I know if you received my order?
After you place an order a confirmation mail will be sent to your registered email address.
I’d like to cancel my order. How do I do it?
You cannot cancel your order yourself but we can of course help you. Please contact us as soon as possible as the the order can only be canceled before it has shipped and before our warehouse have started working with the order. If you have requested a cancellation after the order has shipped, you must return it for a refund in order to cancel it.
I've written an incorrect shipping address, how can I change it?
Please contact our customer care team so we can help you change your shipping address. Please note that the address can only be changed before the order has been shipped. After it has been shipped, we have no way of changing the address.
Can I change my order?
Please contact us as soon as possible stating your order number. We can only update the size or color of an order before our warehouse have begun to process it. An order cannot be changed once the merchandise has been processed by our warehouse.
Items may be exchanged or returned within 14 days of receiving them.
Which countries do you ship to?
At the moment we ship to Europe, USA and Canada. We work constantly on expansion to ship globally.
What do I do if I have forgotten my password?
Please go to My account/ Sign in/ Forgot your password? An auto generated password will then be sent to your registered email address. If you have problems, contact our customer care team and we will assist you with a new password.
Do I need an account to order online?
You don’t have to set up an account to order online but we do recommend that you do. If you register an account, you can track your order and save information which will make it faster to check out next time you order.
Where do you ship from?
We ship from our warehouse in Sweden. All orders are shipped with DHL.
When will I get my order?
First you will receive a confirmation e-mail with a tracking number. When the package is ready to be delivered, a DHL person will contact you with delivery details. Shipping usually takes between three and five days depending on your country. You can track the package on our site.
Can I collect my order in store?
Unfortunately no. All orders purchased online are delivered by DHL to your home or work address. In case you need shipping to another place we can of course be of help. Just contact us and we’ll assist you.
How do I collect my order?
All orders are shipped with DHL which requires a signature upon delivery. DHL usually operates between 9 am – 6 pm on business days.They will be in contact with you shortly before the delivery. If you are not at home during the day, you can specify an alternate daytime delivery address when ordering and get it delivered to your work adress.
What payment methods does X by Kygo accept?
In all countries we accept credit cards, but in many countries we also offer Pay Pal and Klarna. Please see the payment methods we offer at the checkout.
Which currency will be used for the payment?
We charge using the local currency for your country.
When will my purchase be charged?
The moment you place an order with us, we place an authorization on the form of payment you used and the funds are temporarily reserved for your purchase but you are not actually charged. When the order has been dispatched, we will charge the funds from your account. Orders placed with Pay Pal or Klarna are charged immediately when the order is placed.
Why was my credit/debit card declined?
If your order was declined during the checkout, this can often be due to your bank. Please contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, just contact our customer care team and we will do our best to help you.
How much do I pay for shipping?
We offer free shipping all over Europe for orders above 1.000 NOK. For orders under that amount, the shipping fee is 75 NOK.
In USA and Canada, the shipping is free for orders over 150 USD. Orders under that amount will have a shipping fee of 10 USD. No other costs or taxes will apply
How much duty and tax will I have to pay?
Taxes and fees are included, so there will be no extra fees.
How do I return or exchange an item?
Please contact the customer care service at email@example.com and we will help you to return the item of your choice.
I have received a faulty product and want to return it.
Please contact customer care service and we will help you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation.
How much time do I have to return or exchange the item after I have received it?
You have 14 days from the day you received your item to return or exchange it.
How do you process my return/exchange?
After you have sent us as en email to firstname.lastname@example.org about return/exchange, we will order a pickup by DHL from the address you want your items to be delivered from. Our customer care service will schedule a day that suits you for when the items are to be picked up.
How can I return an item purchased in-store?
I received an item from you as a gift. Can I return it?
If the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift, and also that the item is in its original condition with all the tags still attached. If the gift was bought from one of our stores, please contacting them directly. Contact our customer care service for help with the return.
When do I get my refund/exchange?
When we have received your item at our warehouse we will refund your money. Depending on your bank, it normally it takes 3-10 business days before you can see the refund back on your account.
If you want to exchange your item's color or size, we will ship this to as soon as the old item has reached our warehouse. If you want to exchange to a different item, you can order this yourself whenever it suits you.
How can I track my order?
Once your order has been approved, you will get an email confirmation with your shipping details and tracking number. DHL will shortly be in contact. Sign in to your account and click ”My Profile” for tracking and shipping status. If you don’t have an account with us, follow the tracking number you received in the shipping confirmation email.
Customer care X by Kygo
How do I receive the latest information from X by Kygo?
Sign up to our newsletter and we will send you the latest news.
How do I contact X by Kygo customer care team?
You can contact us either by phone or email. Our email address is email@example.com You can reach us at the following number:
450 24 450
How do I unsubscribe to X by Kygo newsletters?
At the bottom of each newsletter you receive from us there is a link to unsubscribe.
Is your question not covered here?
Please send a mail to firstname.lastname@example.org.