FAQs

Please take time to read these FAQs below before contacting us because 90% of your questions will be answered here so you can get a faster response.

If you still do not get an answer to any of your questions, please reach out to us at support@KicksConvoy.com and we'll be happy to assist you!

Orders

Why did I not receive a confirmation email after placing my order?

There is a good chance that our email has ended up in your spam/junk folder so please do check there. If you still cannot find it and would like it to be resent, do let us know and we will be happy to do so.

How do I track my order?

Once your order is shipped you will receive an email from us with your tracking number. With your tracking number, you can track your order here. Simply enter your tracking number and you should have the latest update on your order.

We will always send all information that we receive from our couriers. As we try our best to save money for our customers, we only offer standard shipping which may not have the most extended tracking information.

For any questions, please reach out to us at support@KicksConvoy.com.

Can I cancel my order?

At KicksConvoy, we do not allow cancellation or refunds of any orders once the order has been shipped.

If you would like to change your order (e.g. size or shipping address) then please contact us as soon as possible. We will try our best to accommodate any changes provided your order has not already been shipped. If your order has been shipped then we will not be able to change the order.

My order arrived broken or damaged. What can I do?

Firstly, we are truly sorry if this has happened. In order for us to help you, please take photos and send them to us at suppport@KicksConvoy.com. We will take care of it and ensure we do right by you! Please email us within 48 hours of receiving your order.

For any packaging damage, do understand that it is the couriers job to handle packages with care and it is out of our control.

I ordered 2 or more items. Why did I only receive one?

When you order multiple items at a time they might be shipped separately as products are sourced from different warehouses. You may receive one item before the next. So do not panic if you do not receive your entire order all at once. They will arrive at your doorstep within our estimated delivery times (unless there are unforeseen circumstances).

Shipping & Delivery

Is shipping free?

We offer FREE worldwide shipping on all orders.

When will my order be shipped and delivered?

Please allow up to 3 - 5 business days for us to process your order. You will receive an email from us once your order have been shipped. It will usually take an additional 12 - 17 business days for your order to be delivered to you, depending on your delivery location.

If you have not received an email from us regarding your order after 7 business days, please email us at support@KicksConvoy.com and we will ensure your problems will be resolved efficiently.

What if my order haven't arrived or they're lost in transit?

Once your order has left our warehouse they become the responsibility of the courier companies. We are legally not responsible for lost or damaged goods.

However, if your parcel does not reach you within our estimated delivery time (7 - 17 business days) after it has been shipped, we will do all we can to track and find your parcel for you. We will even reissue you order free of charge as we want you to have an enjoyable shopping experience with us.