FAQ

Order

How can I track my order?

Once your order ships, your tracking information will be available on our site and will be sent to your provided e-mail. We source our inventory within the US, Europe, and Asia. In order to keep our inventory affordable and fresh, we have a centralized fulfillment center in Asia that all of our products ship from. Therefore, please be patient while waiting for tracking information, no order ships without tracking number.

Has my order been processed properly?

If your account has been charged, it means we have received your order and we are processing it. The confirmation of your order is sent directly to the e-mail address you provided when you placed the order. You can also check the status of your order by logging in to your user account. If you haven’t received confirmation, please contact our customer service department.

How can I change or cancel my order before I've received it?

Orders are being processed everyday. In most cases, we cannot cancel a transaction of a product that has already shipped. By any reason of an unwanted order, please contact immediately to our customer service: support@qilini.com so we can do the best for you and get you satisfied.

How do I place an order?

To order a product, choose what you want and take it to the shopping cart. After that, you should go the shopping cart to do the payment: first you have to write your personal information and, after that, you can pay it. When you do the payment, be sure to finish all the steps so that we can charge you the amount of your purchase and send it to you.

Shipping

When do you ship and how long does it take to products to be delivered?

Orders are fulfilled within 2 business days of the order date. Delivery times for United States, Australia, Russia and Ukraine is 7-10 business days and 7-15 business days for rest of the world.

Please view our full shipping policy HERE.

Do you ship internationally?

Yes, we ship worldwide to these supported counties: Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Korea, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Singapore, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, United States.

Is shipping free of charge?

YES! We are gladly shipping worldwide FREE OF CHARGE to supported countries.

Payment

Payment methods

You can choose to pay with a credit or debit card or through PayPal. Payments with credit or debit cards will be processed through the Stripe payment system. Qilini has no access to your credit card nor banking information.

What can I do if my payment hasn't been processed?

If you can’t pay with your credit or debit card it could be because the card was issued in a different country. Our Stripe payment system automatically blocks this kind of transaction for safety reasons, in order to minimize online fraud. If you can’t use your card, we recommend you to choose a different payment method.

Returns & Exchanges

I've received the wrong product

We highly encourage you to check that you have received the right product before accepting the delivery. If you’ve received the wrong item or if the product is damaged, please contact support@qilini.com right away so we may replace it for you.

Instructions for returns

We truly believe you’ll love our products. However, we hate to see you disappointed, so if you are not 100% satisfied with your purchase, you can return it to us within 14 days free of charge of receiving the product. Refunds go through the original payment source. Returns are only accepted for products purchased directly from the Qilini website. Returned items must be unused and in the same condition that you received it. The original packaging and any protective coverings must still be on the product and in the packaging.

All you need to do to return a product is contact our customer service support at this e-mail: support@qilini.com and we’ll take care of it. Once we receive your returned item we will refund you right away.

Please view our full return policy HERE.

Carrer Sant Pere Mes Alt, 20
08003 Barcelona
Spain