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Orders
My Order
Order Processing
- Orders received by 12 noon, Monday to Friday, will be dispatched the same day. Delivery will then take 2-3 business day for mainland France and 3-5 for rest of Europe.
- Your order will be delivered by a courier service. Please ensure that someone will be present to sign for it. If no-one is available, our delivery company will leave a telephone number for you to call to make alternative arrangements. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave it 'hidden' at the address.
- Orders are processed and shipped on business days only (Monday - Friday, excluding bank holidays).
- All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and delivered.
Order Enquiries
Track your most recent orders by visiting the My Orders page in the My Account. This is the easiest and fastest way to get the most current information regarding your KILIAN orders.
When you click on My Orders, you will be prompted to log in with your email address and password. An order summary page will provide you with detailed information about your current and past orders.
After your order is dispatched you can track the delivery status of your order online on FedEx courier site.
Please note, the courier may not post tracking information online for up to 24 hours after the order is dispatched.
Order Cancellations
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
- Item(s) not available.
- Difficulty in processing payment information.
- Cannot deliver to address provided.
- Duplicate order was placed.
If your order is cancelled by us, you will receive an email to explain the reason for the cancellation. Your original payment method will be refunded for the appropriate amount.
If you wish to change or cancel your order prior to dispatch please call our Customer Services Team by:
E-mail at: contact@bykilian.com or by phone number: + 33 (0)6 30 04 77 24 (available Monday to Friday 11 am to 5:30 pm) with your order number, to discuss what practical options are available to you. Please note as we generally process orders very quickly and dispatch orders within 1-2 days therefore it may not be possible to prevent your order from being dispatched. In this instance, please return your order once received by contacting us in accordance with our RETURNS POLICY.
