Contact Us
How can I change my delivery address?
If you placed an order less than 30 minutes ago: please send us an email at hello@kitimimi.com.
If your order was placed more than 30 minutes ago: we are processing your order quickly to ensure fast delivery, which means we cannot make any changes after confirmation. Unfortunately, we cannot change the delivery option, shipping address, or items ordered.
Can I exchange the boards?
Yes, it is possible as long as your order has not been prepared yet.
How can I change my email address?
To change your email address, contact us! If you didn’t receive your order confirmation email due to an error in the address you provided, don’t worry; we will send you a new one after we receive your message.
I didn't receive the order confirmation email?
If you haven’t received your confirmation email, check your spam and junk folders. If it’s not there, you may have made a small mistake when placing your order. No worries, contact us, and we’ll send it to you again!
What should I do if a board is missing from my order?
Please contact us at the email address hello@kitimimi.com. We will respond as soon as possible.
Can I switch from a pre-order to a regular order?
Yes, it’s possible. Send us an email at hello@kitimimi.com to request the cancellation of your pre-order and place a new order. Please note that there is a price difference between the two offers.
I can't place an order on your website.
Have you tried paying with your credit card or via PayPal? Is your bank a partner of Fintecture? If you cannot order via bank transfer, send us your order by email with:
- Order type (Order or Pre-order)
- Order details
- Recipient's full name
- Shipping address
- Phone number
- Email address
What is the difference between an Order and a Pre-order?
Orders are delivered quickly, while pre-orders are shipped within the month specified on the website, with preferential prices.
Can I return my package?
You have a period of 14 full days from the date of receipt of the ordered products to withdraw without having to provide any justification or pay penalties, except for the return shipping costs.
The shipment must be made with a carrier that allows delivery with a signature and is at your expense. The products must be intact and in their original packaging.
The shipment must be made within 14 days of receiving the products, with the postmark serving as proof. You must write to us by registered mail at the following address: Avenue de la gare 24, 1920 Martigny, Switzerland, to inform us of your wish to exercise your right of withdrawal. The letter must mention: the order number, the buyer’s name, the order date, and the reason for the withdrawal.
You must include a copy of your order confirmation in the return package. Without it, we will not be able to process the refund.
Return address for the goods:
- Customers from the European Union and International (except Switzerland, USA): Stock logistic 51 Rue de Toufflers 59390 Lys-lez-Lannoy, France. 0033320200909
- Customers in Switzerland: K Group International SA Avenue de la gare 24, 1920 Martigny, Switzerland.
- Customers in the United States: 31 Commerce Dr N., Unit: J Largo, FL 33770.
Remember that the return package remains your responsibility until it arrives at our warehouse, so it is important to keep proof of shipment until it is received by us!
Your return will be processed as soon as possible after receipt, and a confirmation email will be sent to you. We will do our best to shorten the refund processing time, which can take up to thirty days after receiving the return.
Do I have to pay customs fees when I am outside the EU, Switzerland, and the United States?
Don’t worry. You won’t have to pay customs fees or import duties for orders to European Union countries, Switzerland, and the United States.
If you placed an order outside the countries mentioned above, please note that customs fees and import taxes are charged once the package arrives in the destination country. Your order will be held by customs, which may ask you to pay additional fees and taxes. These fees must be paid by the recipient of the package.
Unfortunately, we have no control over the amount of these fees and cannot determine the exact amount, as customs policies and import taxes vary from country to country.
For more information on potential fees, we recommend contacting your local customs office.
Has my order been shipped?
Once your order is shipped, you will receive a shipping confirmation email containing a tracking link to locate your order at any time. Our order processing time is 48 business hours (Monday to Friday).
My order has been delivered, but I haven't received it?
Try contacting your friendly neighbors or the building concierge, as in case of absence, the delivery driver may leave your package with someone close to you to avoid it being dropped off at a pickup point. If, after your search, none of your relatives have picked up the package for you, contact us!
What happens if I am absent during the delivery of my order?
Don’t panic! In case of absence during the delivery of your package, please note the following two points:
- Using your tracking number, you can find out if the delivery driver attempted to deliver your package.
- The delivery driver may attempt another delivery or drop off your package at the nearest partner pickup point.
What are the destinations you deliver to?
We deliver worldwide.
Can we be delivered to a pickup point?
If you want your package delivered to a pickup point, simply select the “Pickup point” option at the “Delivery options” step on our website. However, please note that this option is not available for all countries worldwide.
Is it possible to track my order?
Of course! To track your order, simply follow the link that was sent to you by email after your order was shipped.
How does the delivery process work?
For the European Union: DPD / La Poste – Delivery in 2 to 5 business days, Monday to Friday.
For Switzerland: SwissPost – Delivery in 2 to 5 business days, Monday to Friday.
For the United States: UPS – Delivery in 2 to 5 business days, Monday to Friday.
For the rest of the world: We work with several partners to offer you the best service (Colissimo, DHL, UPS, etc.).
Where is my package shipped from?
For the European Union: Lille, France.
For Switzerland: Leytron (VS), Switzerland.
For the United States: Largo (FL), USA.
How can I change my shipping address?
If your order is less than 30 minutes old, send us an email to request a change.
After this time, we can no longer change the address, delivery option, or the selected sheets.
For France: Lille.
How can I access my tracking on your website?
My account space is there for that!
Refund request when we still haven't received a response following the investigation.
- As long as the package hasn’t left the warehouse, we are responsible for it. Once it has been picked up by the carrier (DPD, UPS, GLS, TNT, FedEx, Colissimo, etc.), responsibility no longer lies with us. In case of loss, the carrier will launch an investigation to locate it.
- We cannot issue a refund until the package is returned to us, as the delivery is beyond our control. We are doing our best to speed up the process and we apologize for this incident.
Has my package been returned to you? Can you resend it to me?
For a first shipment, the delivery fees are included in your order. However, for a return, the delivery costs are the customer’s responsibility. In France, for example, they amount to €10 including tax.
When will I receive my pre-order?
Regarding pre-orders, unfortunately, we cannot give you an exact date. It may be at the beginning or the end of the month. All we can promise is that it will be delivered to you within the month announced on the website. Once your package has been shipped, a tracking email will be sent to you.
I placed an order last month and still haven't received it.
It is very likely that this is due to the fact that you chose the Pre-order option. More rarely, your package may be lost. However, in some countries, it is important to note that Pre-order options are not available.
What are the payment methods?
You can pay for your order online:
- By credit card, through the Stripe payment platform.
- Via your PayPal account.
- Bank transfer; please send your order number with the transfer.
Can I pay in installments?
It is not possible to pay for your Kitibook order in installments, sorry!
How do I use my promo code?
After adding items to your cart, at the end of your order, enter the promo code in the designated box on the right side of the page, just before payment.
How can I get a discount code?
You will be informed of our promotional offers by email. Feel free to subscribe to our newsletter to receive them exclusively!
What should I do if my payment was declined?
Don’t panic! Follow these few tips:
Log in to your personal account to check the details of your credit card or PayPal account. Make sure the information provided is correct, such as the expiration date or the cardholder’s name. Ensure that you enter the security code correctly, which is the three-digit number on the back of your card.
The issuer of your card may have declined the payment. Check with your bank or PayPal.
If you have followed all the steps above, try using another payment method or email us if you have any further questions!
Is It not possible to combine promotional offers?
We’re sorry, but our promotional offers cannot be combined. Otherwise, we’d have nothing left to create new awesome products! 😀
How can I change my email address?
To change your email address, contact us!
Don’t worry if you haven’t received your order confirmation email due to an error in the email address you provided; we will send you a new one after your message.
Can we choose the color of the letters for the personalization with the child's name on the cover page?
The color of the alphabet letters is random and may not match the colors displayed on the website. When preparing orders, we do our best to vary the colors and achieve a nice result.
Yes, you can add sheets as you go!
Yes, it is possible. We offer the double-sided sheets option on our website for the purchase of one or more sheets.
What materials are used for the Kitibook?
We use soft boa (similar to velvet). The material inside the sheets is felt.
Where can I find the different activities to do with each page?
You can visit the Guide page to discover how to use the sheets for activities with your children.
How can the Kitibook be washed?
We recommend hand washing or dry cleaning the Kitibook. It is strongly advised not to use a tumble dryer.
I have two children. Can I buy a Kitibook for them?
Yes, a Kitibook can be used by multiple children. You can give one sheet to each child, and once everyone understands the concept, you can alternate the sheets.
Can we complete the book gradually?
Yes, you can complete it gradually, according to the child’s age.
I received one or more sheets that I did not order. What should I do?
You need to send us an email at hello@kitimimi.com.
Why is there no final page?
There is no final page simply because our company is environmentally conscious. The principle is simple: each page is designed to have educational value. A final page adds no educational value, so it does not exist. However, a box is designed to gather the pages of the Kitibook.
What age is the Kitibook suitable for?
The Kitibook is an evolving book designed for children from 10 months to 6 years old. The sheets accompany early childhood, with different exercises on the same sheet.
What is the difference between the Kitibook XL 14 pages and the Kitibook XL Plus?
The Kitibook XL 14 pages contains 14 pages, while the XL Plus contains 14 pages or more.
Do I need to buy a book for each age?
Each sheet is suitable for children from 10 months to 6 years old. Depending on their age, children use the same sheet in different ways.
