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 for delivery and billing.
How will I know if you received my order?
After you place an order, you will receive a confirmation by e-mail or Messenger.
I’d like to cancel my order. How do I do it?
Contact firstname.lastname@example.org as soon as possible. An order can only be cancelled if it hasn't been shipped from our warehouse. If you want to cancel the order after it has been sent and is in transit, you must wait for it to be delivered and then return it.
I've written an incorrect shipping address, how can I change it?
Please contact us at email@example.com so we can help you change your shipping address. Please note that the address can only be altered before the order has been shipped.
Can I change my order?
Please contact us as soon as possible stating your order number. An order cannot be changed once the merchandise has been processed by our warehouse and shipped. Items may be exchanged or returned within 14 days of receiving them.
Which countries do you ship to?
We offer worldwide shipping through DHL.
Where do you ship from?
We ship from our warehouse in Sweden. All orders are shipped with DHL.
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 us at firstname.lastname@example.org, 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.
When will I get my order?
You will receive a confirmation with tracking number by e-mail or Messenger. When the package is ready to be delivered, DHL will contact you with delivery details. Shipping usually takes between three and seven days depending on your region. You can track the package on our site or on DHL's webpage.
Can I collect my order in store?
Unfortunately no. All orders purchased online are delivered by DHL to the address of your choice.
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 address.
How much do I pay for shipping?
We offer free shipping for orders above a certain amount: Worldwide: USD 100 UK: £100 Europe: € 100 Norway: NOK 1.000 Sweden: SEK 1.000 Denmark: DKK 1.000
How much duty and tax will I have to pay?
Shipments from X by Kygo are classified as DTP (Duties and Taxes Paid). This means that you will not get any additional invoices or costs before or after your order is delivered. However, some countries such as Brazil, require that some taxes and duties are paid by the customer. Check your local toll authorities before you order to make sure you don't get any surprises!
When do I get my refund?
When we have received and processed your return, you will get an email notification. Depending on your bank, it normally it takes 2-3 business days before you can see the refund back on your account.
Is it possible to ship my order to another country?
Yes. You can ship your order to another country by choosing that country as the shipping country, while still maintaining your billing address.
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.
How do I return or exchange an item?
Please contact the customer care service 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 can I return an item purchased in-store?
If you paid for the item in store, we cannot accept the return online. Please contact the store directly and they will assist you.
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.