Customer Service

Shipping & Delivery:

Through our website www.kailou , if you have ordered more than one product and did the payment with only one transaction, the order delivers to you in one package. If you have visited the web site in the same day, but in different intervals of time, and ordered products with different order numbers, the deliveries will be sent to you in different packages and the shipment payment will be added regarding the number of packages. Your cargo will be delivered within 3 days, after your order is submitted. If the package was not handed over to you at the address that you have indicated in your order from, you will find a note from the person in charge of the delivery, about the nearest cargo branch, that you can receive your package from. If the package is not received by you in 10 days, it will be sent back to Kai Lou HQ. In order to avoid any problems, we recommend you to check the goods as you receive your parcel. If the parcel was damaged, you can return the damamged parcel to the delivery attendant. The cargo fee is 9 Euros for Europe, 13 Euros for US and 23 Euros for Japan.

Privacy & Security:

Our brand KAI LOU and our website www.kailou.com, can ask for some personel data ( name, age, e-mail and etc. ), in order to give you, our clients, a better service. The data collected in the databank of KAI LOU, is used for " Customer Categorization "; like, seasonal campaigns, special promotions referring to the client profile and avoiding unwanted mail traffic; only within the brand, KAI LOU. The personel data collected via membership forms by KAI LOU, is not shared or sold or used for any other kind of commercial purposes, for and with third party elements; unless the notification of the customer or written declaration from any member. Apart from e-mail adresses and personal data acquired through memberships, kailou.com may collect anonymised details about visitors to our Website for the purposes of aggregate statistics or reporting purposes.  However, no single individual will be identifiable from the anonymised details that we collect for these purposes. KAI LOU may also disclose your personal data where necessary to comply with applicable law or an order of a governmental or law enforcement body. The data that customers have acquired to the system, can only be accessed and changed by the customer, him/herself. There is no possibility for the data to be accessed or changed by some third party. For the purpose high security for our customers, the credit card data asked during the check out page, is not being saved on any of the KAI LOU and other employee companies' computers or servers. All the necessary operations for the transaction is only in between your computer and the bank through Kai Lou interfaces. We use Internet standard encryption technology ("SSL" or "Secure Socket Layer" technology) to encode personal data that you send to us when placing an order through the Website. To check that you are in a secure area of the Website before sending personal data to us, please look at the bottom right of your website browser and check that it displays an image of a closed padlock or an unbroken key. However, please note that whilst we take appropriate technical and organisational measures to safeguard the personal data that you provide to us, no transmission over the Internet can ever be guaranteed secure.  Consequently, please note that we cannot guarantee the security of any personal data that you transfer over the Internet to us. If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security.

Returns & Replacements:

Under the Consumer Protection (Distance Selling) Regulations 2000 you have the right to cancel your order within a period of 7 working days. You must inform us of your wish to cancel in writing either by letter or email within a period of 7 working days. The period of 7 working days begins on the day after the day you receive your goods. You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. Please note that you will be responsible for the cost of returning the item / s to us except where they were delivered in error, they were supplied as substitutes, they did not match the description given to them, they were not of satisfactory quality or they were not fit for the purpose. If we do not receive the item / s from you following your cancellation, we may arrange for collection of the item / s at your cost except where they were delivered in error, they were supplied as substitutes, they did not match the description given to them, they were not of satisfactory quality or they were not fit for the purpose. We will refund the purchase price for the returned item together with the original delivery charge within 30 days of the day on which your notice of cancellation was given less reimbursement of any collection costs. You are expected to take reasonable care of the item you wish to return and we reserve the right to make an appropriate deduction from the purchase price where goods are not returned in the condition in which you received them. In the unfortunate event that your goods do not match the description given on the Website, or are not of satisfactory quality or are not fit for the purpose at the time of sale, we will provide a full refund, provided you notify us within a reasonable time, or at your request we will repair or replace the goods as an alternative to a refund, provided the costs involved are not disproportionate. We confirm that we will comply at all times with your rights under the Sale of Goods Act 1979 as amended. If goods are lost in transit we will replace them at no extra cost, provided you notify us in any of the ways set out in this email within 30 days of the date of this email.

Payment:

You can make your payments through, Visa, Visa Electron or Mastercard credit cards through our secure server. On the other hand, if you have a PAYPAL account, you can do all the procedures through there, since we have a PAYPAL payment possibility. 

Orders:

You can check the details about your orders, through my orders page. To do that just click on the My Orders on top of the page.

Updating Account Information:

To update your current account information, please click on My Account on top of the page. The new page that is directed will be your own account information. You may change anything as you wish.