FAQ

Ask us a question

Have any questions? Check through the list below to instantly get the answers. If you can't find it, welcome to contact with us at support@kwaf.io. Visit our contact page here.

 

Shipping

1. Does Kwaf ship internationally?

Kwaf currently ships to 30 countries worldwide. For more information, visit our shipping information page here.

 

2. How long does shipping take?

All orders within the U.S., and Australia should arrive within 20 - 30 business days of the purchase date. For international orders, please allow 15 to 30 business days for your order to be delivered. The actual time it takes for these orders to arrive varies depending on your location, and how quick your local postal service is. For more information, visit our shipping information page here.

 

3. How much is shipping to my country?

We currently offer free shipping worldwide; however, this is time-limited because the global shipping costs are rising. Therefore, free shipping can end anytime soon. For more information, visit our shipping information page here.

 

4. When will my order be dispatched?

Processing takes 2-3 business days. And as soon as one of our carriers picks up your parcel you will receive a shipping confirmation email with a tracking number. For more information, visit our shipping information page here.

 

5. How to know the shipping status of my order?

After your order is shipped, you'll receive a confirmation email attached a tracking number. You can use the tracking number to check your shipping status at our order tracking page here. Please noted that, after the order is shipped, it may take up 7 days to activate the tracking number.

 

6. Does Kwaf cover customs, duties, taxes and VAT?

Your order may be subject to import duties and taxes which are issued by your local government once your parcel reaches the destination country and these charges are the responsibility of the recipient. We recommend contacting your local customs office for further information as customs policies differ from country to country. Please note, customs may hold your parcel and cause delivery delays. For more information, please visit our shipping information page here.

 

Payment

1. Is payment safe on Kwaf website?

Your payment information will be directly transmitted via a secure encrypted connection to our payment processor, PayPal. We don't store any of your payment information, therefore, your payment is safe on the Kwaf website.

 

2. What forms of payment do Kwaf accept?

Kwaf accepts payments from Visa, MasterCard, and PayPal. If you have any issues during checkout, please contact our customer support team at support@kwaf.io.

You’ll see our name on your invoice and on your transaction history if you pay by credit or debit card. We take security very seriously so your details will be safe with us.

 

3. What if my payment is declined?

There may be a few reasons why your card has declined:

  • You may have insufficient funds.
  • Your card billing details may not have been entered correctly at checkout or your card has expired.
  • Your card issuer may have declined your payment and they don’t tell us why so, we would recommend getting in touch with them for further information.
  • If none of these applies to you, please contact us at support@kwaf.io.

 

4. What currency will I be charged in?

The price shown on the product page is calculated in your country's currency. At checkout, you will be charged the equal amount in US dollars. Rate of exchange will change according to the day of your purchase.

 

Refunds, returns, and warranty

1. Do you offer a money back guarantee?

Yes. Every product purchased through the Kwaf website comes with a 30 day money-back guarantee. For more information, please check our refunds and returns page here.

 

2. I would like to return and refund

Sometimes things don't work out. We can understand your frustration and be willing to help you with that. If you'd like to return and refund, please follow the instruction in our refunds and returns page here.

 

3. I would like an update on the status of my return

Please reach out to our customer support team via email at support@kwaf.io and we will look into it for you.

 

4. I would like to file for a warranty claim

All Kwaf products are covered by a 12-month manufacturer warranty from the original purchase date.

For watches; the watch case and software will be covered under warranty. Damages not covered under warranty are those caused by general wear and tear including glass damage, water damage, strap damage, batteries and theft.

Proof of purchase is required for all warranty claims, so please hold on to your order confirmation email. To file a warranty claim, please contact us at support@kwaf.io

 

Order issues

1. I forgot to use my discount code

Please contact our customer support team via email at support@kwaf.io and let us know you forgot to use your discount code. We will go from there.

 

2. I didn’t receive my confirmation email

Please check all folders in your inbox including junk and spam folders. If you still can’t find your confirmation email, please contact us at support@kwaf.io.

 

3. How do I change my shipping address?

If you have entered an incorrect shipping address, please email us at support@kwaf.io within 3 days after placing the order and provide us with the correct details. We will try our best to get these changes in before it is too late.

 

4. How do I change the email address for my order?

Please email us at support@kwaf.io if you would like to change the email address provided at checkout.

 

5. How can I change the product, style, or quantity in my order?

Unfortunately, no changes to an order can be made after it has been placed but please email support@kwaf.io as soon as possible if you would like to cancel your order and place a new one. Our distributor’s process orders quickly, but we will try our best to process your request.

 

6. How do I cancel my order?

Please email us at support@kwaf.io as soon as possible if you would like to cancel your order. Our distributor’s process orders quickly, but we will try our best to process your request.