FAQ

Has my order been placed?
We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Please note that it may take up to an hour for this email to be sent when the transaction must be reviewed and approved by your payment provider.
Once your order has been packaged and sent from our warehouse, you will also receive a delivery confirmation that shows your tracking number / package ID where you can see where your delivery is.
 
If you are unsure that your order has been placed, there are different ways to check this:
 

- When the order was placed, you should have arrived on a page titled "Orders".

- An order confirmation must be sent to your specified email address. Make sure that this email has not ended up in your spam.

- You can see your order under "My Account"

I cannot order or find a product - What does this mean?

With us, you can only order goods that are in stock, so we can keep our fast delivery times. If you try to buy more items than what we have in stock, it will not go through. The system then automatically revert to the number in stock at the moment.

Can I cancel my order?

If you wish to cancel your order, please contact our customer service department as soon as possible. It is best to call, in case our email queues are longer than expected, to see if we can cancel your order. In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we can not guarantee we can cancel your order.

Can I add a product to an order?

It is not possible to add or remove items in an existing order. However, you can make another order and we will correct the shipping cost afterwards.
Contact our customer service at: contact@kejomoro.com and we will confirm when or if the change has been made.

What are your delivery times and fees?

We offer express shipping all over the world! However, shipping times and costs may vary depending on your country. Of course, you can always contact customer service at: contact@kejomoro.com if you have further questions.

Can I change my shipping address?

If you want to change your shipping address, contact our customer service as soon as possible. In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we cannot guarantee we can make the change.

When will my order be sent?

We strive for all orders to ship within one business day.

Where is my package?

To track your order, just add the order number and the email address you used when purchasing your order. You can also go to the track your order page to find out all the details.

What if I have not received my order?

If you have not received your order 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 claim on a product?

Sometimes a product does not meet the quality you want. In these cases, we will, of course, help you make a claim. Follow the steps below and complete your claim with the right information so we can handle your case faster:

- Send a claim to us via our web form on the Contact us page

- Always include your order number when making a complaint

- Describe the defect on the product

- Always attach a picture of the damaged product / goods so that we see what the problem is

- We will then process your case as soon as we can and will return to you as soon as we have been notified by the supplier.

If you need to contact us regarding your complaint, please reply to the same email where you submitted your complaint, so we always have a case number to refer to. We kindly ask that you to wait when making a claim because it may take time to receive a response from the supplier. Our absolute goal is, of course, to resolve the matter as quickly as possible. 

If you received an incorrect item sent to you or if the item is not in the expected state, please contact our customer service through our web form on the customer service page. This must be done within 3 days of when you receive your order.

What different forms of payment do you have?
Online Payment
 
Today you can pay for your goods on Kejomoro.com with VISA, MasterCard or Eurocard. It is free to pay by card.
 
PayPal
 
If you want to shop safely and smoothly, PayPal is a good option. With a PayPal account, you will be able to pay easily with your e-mail address and password only, without having to provide your card number. If you do not already have a PayPal account, you can create it directly by clicking here.
 
When you trade with PayPal, you can be covered by PayPal’s Buyer Protection, if in all cases, something would be wrong. Should you need to return the item you purchased, PayPal will refund you for your return costs. See Terms and Conditions for Buyer Protection and Compensation for any Return Policy on Paypal. We do not charge a fee when paying with PayPal.