*** FOR CUSTOMER OPERATIONS ONLY ***
INTERNATIONAL ORDER PROCESSING –
While these orders are still visible in KWI, Borderfree is our third-party shipper that provides visibility to the international shipping process from start to finish, international shipping address details, manages all financials, shipping and returns for international customers
- What is the process of an international shipment? “Where is my international order?”
- Orders are fulfilled from a store/warehouse, then shipped to the international Hub located in Monroe, New Jersey. From merchant (us) to international hub it takes 2-5 business days. Then once Borderfree receives the shipment, they process the order for international delivery which generally takes 5-10 business days depending on if the package gets held up at customers. If the customer paid for Express intl shipping, please refer to the “Shipping” box in Borderfree for an exact timeline.
- “I received an email about a sale going on, but the promo code isn’t working at my international checkout. Why?”
- Always first refer to the T&Cs of the promotion, because 99% of the time we do not extend major holiday sales or promotions to international customers. Typically, we exclude them from email blasts, however some may fall through the cracks
- “I’d like to return my order. I hated everything.”
- Borderfree handles the entire refund/return for international customers we just initiate the return process. Once we setup the return, Borderfree sends the customer an automated email with an RMA and label attached. Refer to Section 5 for return instructions.