Frequently Ask Questions
You can visit our official webstore kanvakanva.com and place your order or order can be submitted by sending text via our official LINE id @ka.n.va, Whatsapp (+62) 81355033577 or email to email@example.com. Our team will always try their best to reply your message as soon as possible
2. What should I include in text or email?
Email and text should include your name, phone number, email address, shipping address, the ordered item(s) along with your preference for design if it is custom-made product, and your preferred payment method.
3. When will I get the feedback?
We will send you the feedback as soon as possible, along with order recap and invoice.
4. Do I have to create an account to place my order on Kanva's official webstore?
If you have not created your account yet, you still can place your order in our official webstore. After placing your order in shopping cart and check out for payment, you have to fill in the registration form on the first purchase. After that, your billing information will be stored in our system so you don’t have to fill in the form repeatedly. Thus, it makes your purchase done more effectively. Besides, as registered member you can get special offers from us and the most important part is you won't missed any good deals from us.
5. When will my order be processed?
For ready to purchase items, we will process your order immediately after the payment confirmation is received. Allow for 2 - 3 working days. If the payment received on weekends or holiday, we will begin the process on Monday or the first business day after the holiday at the latest. The production process for customized product will take 7-10 business day; depends on the products and after the final design is approved by customer.
6. Can I cancel my order?
You can cancel your order via text or email only if the payment has not been completed yet. The email/text should include your order ID. If you already complete the payment, the cancellation is not applicable.
7. What should I do if the item(s) I receive is incorrect or damaged?
We always make sure that the item(s) we send to you is in a very good condition, which is why refund service for damaged item(s) is not provided. However, we still provide exchange service for incorrect item(s) only if it is part of our error.
If the product(s) sent to you does not meet your expectations we will exchange or refund your order within 7 (seven) business days of receipt, in accordance with the following:
- Returned product(s) must be in original condition, unwashed, unused.
- All shipping fees will be borne by you, including the initial and the return shipping costs.
- Initial shipping costs will be subtracted from refund total.
- Please notify us before attempting a return. Unsolicited returns will not be accepted.
- Used merchandise will not be accepted for return or exchange.
If you need to make a return or exchange, please contact us within 7 (seven) business days of the delivery of your purchase. Once we have confirmed your eligibility for return or exchange, we will explain the return and exchange procedure including the postal address where you can send the products to.
All purchases of sale products are final. No returns or exchanges will be honoured for sale products.