FAQ
How can I reach your customer service team?
- Our customer service team is available Monday to Friday (excluding holidays) from 8:00 AM – 6:00 PM PST.
- You may reach us via email at support@kolsten.shop.
- You may also use our Contact Form.
How fast can you answer my question?
We respond to all messages in the order they are received, typically within 24 hours on business days. Weekend messages will be answered on Monday.
Can I cancel my order?
- Orders can be canceled within 5 minutes of being placed.
- Once a cancellation is confirmed, you will receive a full refund to your original payment method.
- To request a cancellation, please contact us at support@kolsten.shop.
- After 5 minutes, orders are processed and can no longer be canceled. You may still be eligible for a return once your order is delivered.
Can I change my shipping address after placing my order?
- We can only modify shipping addresses before your order has been shipped.
- Please email support@kolsten.shop with your order number, current address, and new address.
When will I receive my order?
Estimated delivery times are outlined below:
- Order cut-off time: 5:00 PM PST
- Order processing time: 1–4 business days (Monday to Friday)
- Transit time: 5–10 business days (Monday to Saturday)
- Estimated total delivery time: 6–14 business days
Where do you ship?
We currently ship within the United States.
Do you charge for shipping?
No. We offer free standard shipping on all orders, with no minimum purchase required.
How can I track my order?
Once your order has been shipped, you will receive a tracking number by email. Please allow up to 48 hours for tracking information to update. You can also track your order on our order tracking page.
Why is my tracking number not working?
Tracking updates may take up to 48 hours to appear. If you have not received tracking details within 5 days, please contact us at support@kolsten.shop.
What if my order is delayed?
While we aim to deliver within the estimated timeframe, delays may occur due to carrier issues, weather conditions, or peak shopping seasons. If your order is delayed beyond the estimated delivery window, please contact us and we will investigate.
What should I do if my package is lost?
If your package appears lost in transit, please contact us at support@kolsten.shop. We will initiate an investigation with the carrier and provide updates. If the package is confirmed lost, we will offer a replacement or full refund at no additional cost.
I received a damaged or defective item — what should I do?
Please contact us immediately at support@kolsten.shop with:
- A clear photo of the damaged or defective item
- Your order number
Once verified, we will arrange a replacement at no additional cost. Return shipping for defective items is free of charge.
How do I return an item?
You have 14 days from the date of delivery to request a return. Follow these steps:
- Step 1 – Contact Us: Email support@kolsten.shop with your order number and reason for return.
- Step 2 – Receive Instructions: We will review your request and provide return instructions within 24 hours.
- Step 3 – Pack & Ship: Securely pack the item (including all accessories and manuals) and ship it to the provided return address.
What condition must items be in to qualify for a return?
- Items must be unused, in their original packaging, and in resellable condition.
- Returns without prior approval will not be accepted.
- Return requests made after 14 days of delivery will not be approved.
Who pays for return shipping?
- Defective or incorrect items: Return shipping is free of charge.
- Change of mind: The customer is responsible for return shipping costs. Shipping fees are non-refundable.
Is there a restocking fee?
No. We do not charge any restocking fees.
Are there any non-returnable items?
Certain items may not be eligible for return due to hygiene or safety reasons. These will be clearly stated on the product page.
Do you offer exchanges?
We do not offer direct exchanges. If you wish to exchange an item, please complete the return process and place a new order.
When will I receive my refund?
Once your return is approved and the item is received, your refund will be issued to your original payment method. Please allow up to 7 business days for your bank or card provider to process the refund.
What if my refund is delayed?
If you have not received your refund after 10 business days, please contact us at support@kolsten.shop.
Contact Information
Email: support@kolsten.shop
Customer Service:
Monday to Friday: 8:00 AM - 6:00 PM PST
We will respond to your email within 24 hours (Mon–Fri). Weekend messages will be answered on Monday.