Frequently Asked Questions

Our products

• Where and How are our products created?

Our collections are designed in Paris in our workshop. The manufacture of our textiles is carried out partly in Poland and partly in France in our workshops. We want to guarantee and provide the best quality by having production nearby. L’Ours Kiwi Paris is also sensitive to social and environmental standards. Our soft toys are made in Asia, in workshops which also reflect these standards. All our soft toys have passed quality and safety tests carried out by an independent international laboratory. Our products comply with CE standards.

• How can I maintain and clean our products?

– L’Ours Kiwi Paris has chosen quality materials for baby clothes. We suggest that you follow the washing and maintenance instructions on the label. We recommend that you wash the clothes before use.

– We recommend washing our products, such as the soft toys, before use.

• How to choose our products?

– The bodysuits and hat are for babies from 0-3 months. Our slippers are for 0-6 months. We designed them to be suitable for baby gifts.

– The soft toys can be used from birth.

– The soft toys, if they are suitable for babies, can also be ideal companions for older children. (0-12 years old).

– Choose your soft toy according to their size and the age of the child. The right size will enable the child to become attached to it more easily.

– The paintings and frames are decorative objects and should not be left within the reach of a child.

Gift Wrapping

• How to do a gift order?

When confirming your basket, you can select “I want gift wrapping”. We will create a greeting card showing that you are the person providing the gift. This service is free. The wrapping service may be temporarily unavailable during sales and periods of high activity.

• How are the items wrapped in a gift order?
Your items are wrapped in tissue paper and gift wrapping in the colours of the brand L’OURS KIWI PARIS.

• Will the recipient know the price of the items offered?
We take care not to show the price of the gift.

My lourskiwi.com Account

• Why create an account on lourskiwi.com?

By creating an account on lourskiwi.com, you will be able to place orders on our site. You will also be able to look at your favourite items and get our newsletters. You will also be the first to be informed of private sales, as well as receive news and great offers.

• How can I create an account?

To do this, click on “My Account” at the top of the page. Then click on “create my account”.

• How can I change my details?

You can change your details (address, telephone, email etc) by logging on to your account and making the changes of your choice by clicking “edit” in the section “My information”.

• Can I unsubscribe from the newsletter?

You can manage your subscription to our newsletter by following the unsubscribe link at the bottom of all our newsletters.

• Is my personal data protected?

L’OURS KIWI PARIS is responsible for the handling of your personal data. We take all necessary measures to ensure the security and confidentiality of the personal data transmitted, in compliance with legal provisions in force. Find out more about our “Personal Data” policy.

• How can I delete my account?

Do you want to permanently delete your L’OURS KIWI PARIS account? Get in touch with our Customer Services at service-clients@lourskiwi.com

• I forgot my password, what should I do?
If you have lost your password, you can reset it by clicking on “My account” via the lourskiwi.com homepage and then clicking on “Forgotten password”. An email will be sent to you within 30 minutes maximum. Also remember to check your junk mail or spam.

Internet order

Payment

• What payment methods are accepted?

You can pay by credit card (Carte Bleue, Visa, Mastercard, American Express, Maestro, via Paypal), by cheque and by bank transfer.

• Is my payment secure?

To ensure the security of payments, the company SAS TENEZE LOMBARDO, owner of the brand L’OURS KIWI PARIS, uses the secure payment service Stripe. The bank details are encrypted (SSL security standard) and therefore will not be made public on the Internet.

• I have a discount code, how can I use it?

If you have received a discount code usable on lourskiwi.com, you can enter it when placing your order on the “My Basket” page in the “Discount Code” box. The discount will be subject to eligibility and will be applied to the basket.

Delivery

• Where can I have my order delivered?

You can have it delivered world wide.

• What are the delivery terms? (method, cost, time period)?

There are three delivery methods:

– Delivery by Colissimo (for France) at € 7.60 to your home, your place of work (if possible) or your post office. This usually takes 4 to 5 days within Metropolitan France.

– Delivery by Colissimo International : the delivery time is variable depending on the destination. (4 to 8 days for the EU and Switzerland and 5 to 15 days for other destinations)

– Delivery by Mondial Relay (France, Belgium, Luxembourg, Spain) at a Relais Colis collection point within 3-5 days for 5,90 €.

• How can I get free delivery?

L’OURS KIWI PARIS makes occasional offers of free shipping to Relais Colis collection points. These offers are available on orders exceeding a certain amount and/or during a limited time period.

Tracking your Order

• How can I track my order ?

Once your order has been finalised, you will receive several emails:

An order confirmation email.
A shipping confirmation email that will contain your Colissimo tracking number.
An email confirming that your parcel is available at your pick-up point or your post office if you have chosen these delivery methods.

If an item of my order is no longer available, how will I be notified? Will I receive another package with the missing item?

The availability of the items ordered is only confirmed at the time of dispatch of your order. If an item is no longer available at this time, you will receive an e-mail notifying you of the items which cannot be shipped. You will be refunded for the missing items.

• Can I cancel or modify my order after finalizing it?
Get in touch with customer services at service-clients@lourskiwi.com

• My order has been cancelled, what should I do?

If you receive an email informing you that your order has been cancelled, please contact Customer Services at service-clients@lourskiwi.com

Returns and refunds of an item purchased online

• How can I exchange an item purchased online?

If you wish to exchange an item purchased on lourskiwi.com, your item must :

Have been ordered within the last 30 days
Not have been worn or washed
Have the original labels and packaging

Return the item with the completed Return Form to:

L’OURS KIWI PARIS – SAS TENEZE LOMBARDO
Customer Service
12, rue Saint-Maur
75011 Paris
France

Only packages with completed Return Forms will be processed.

The cost of returning your package is your responsibility. However, the shipping costs of your initial order will be refunded if you return your entire order.

• How can I get a refund for an item purchased online?

If you wish to exchange an item purchased on lourskiwi.com, your item must :

Have been ordered within the last 30 days
Not have been worn or washed
Have the original labels and packaging

Return the item with the completed Return Form to:

L’OURS KIWI PARIS – SAS TENEZE LOMBARDO
Customer service
12, rue Saint-Maur
75011 Paris
France

Only packages with completed Return Forms will be processed.

The cost of returning your package is your responsibility. However, the shipping costs of your initial order will be refunded if you return your entire order.

• How will I be reimbursed for my order placed online?

You will be refunded either by crediting the method of payment (credit card etc) used for your initial order, or by bank transfer or by cheque.

• How soon will I get a refund for my order?

You will be refunded within approximately 5 business days (interbank execution time) of your return being received at our warehouse or returning the item to a store.

• I have received a gift which is unsuitable, can I exchange it?

It is possible to exchange a gift. To do this, your item must :

Have been ordered within the last 30 days
Not have been worn or washed
Have the original labels and packaging

Return the article with the completed Return Form to:

L’OURS KIWI PARIS – SAS TENEZE LOMBARDO
Customer service
12, rue Saint-Maur
75011 Paris
France

The exchange is for the same or greater value than the price of the item.
The return costs and the difference will be the responsibility of the person carrying out the exchange.

Only packages with completed Return Forms will be processed.

• I sent a gift which is not suitable, can I get a refund?

It is possible to be reimbursed for a gift bought on l’Ours Kiwi Paris (the credit card used to pay for the order will be credited). To do this, your item must :

Have been ordered within the last 30 days
Not have been worn or washed
Have the original labels and packaging

Return the article with the completed Return Form to:

L’OURS KIWI PARIS – SAS TENEZE LOMBARDO
Customer service
12, rue Saint-Maur
75011 Paris
France

The exchange is for the same or greater value than the price of the item.
The return costs and the difference will be the responsibility of the person carrying out the exchange.

Only packages with completed Return Forms will be processed.

Shops

Branch Locator

• Do you have a shop near you?

To consult our store list, follow this link:

• You are a shop or a professional and you want to distribute our products

You can contact our Pro service at service-pro@lourskiwi.com

Please tell us:

– Your company name
– The name of your brand or shop
– Your address
– Siret number
– VAT number

• Any other questions?

If we have not answered your questions, please contact us. We are available by e-mail and telephone from Monday to Friday from 10h to 18h.

By telephone on + 00 33 981 157 894 (at no additional charge)
Or by email at service-clients@lourskiwi.com

Personalized birth gift

Quick delivery

Satisfied or refunded

Secure payment

Personalized birth gift

Quick delivery

Satisfied or refunded

Secure payment

Personalized birth gift

Quick delivery

Satisfied or refunded

Secure payment

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