Skip to content

SHIPPING & RETURNS

INTRODUCTION

As our lives shift into more computerized and automated systems, it becomes easier to find exactly what you are looking for at the click of a button. During this process, we must take into consideration the effect our decisions may have when ordering from conglomerate industries. More emphatically, we must educate ourselves on the environmental effects of their operations. 


Kindly Shop is based in Panama City, Panama. Many of our partner vendors are from the interior of the country and some from neighboring countries. Our goal is to maintain the lowest possible carbon footprint in our shipping process. Shipping outside of Panama has never been an easy or economical transaction for the people that reside here. Due to a lack of consumer-level exportation, getting products out of the country has historically  been extremely limited and expensive. We are committed to providing our talented partner artisans with a reasonable system to get their products out into a global market. We leave no rock unturned and will continue to evolve our sustainable practices as new options become available. 


SHIPPING

To which countries do you deliver?

We currently ship to Panama, USA & Canada. We are in the processing of expanding our global reach. 


How can I modify my delivery address?

Please be advised that once an order is placed, we are unable to amend the shipment address. Please contact the Customer Care team who may be able to assist in this case.


What are your delivery methods?

When placing an order on kindlyshop.com, you can choose from the below shipment methods: 


DHL Express Delivery (International)

We have our Express Shipping Rate:  a door to door service that will get the package to its final destination within 48 hours. This rate is recommended for customers that are in need of an expedited/rushed shipment. 


Eco Freight (International). This option is currently offered two days per month. 

Our second and preferred shipping service is our "Eco FreightRate: a door to door service that bundles packages together twice a month. This rate is recommended for international customers who are not in need of a rushed shipment. In short, packages from all customers who choose Kindly's Eco Freight service continue to accumulate at our studios every 2 weeks (dates foretold in check-out cart). Once they ship, they are sent to a more central distribution point in the USA. We then use a local courier service to ship each package to its final destination. This service is currently offered twice a month as "Next Available Shipping Date" when a customer checks-out of Kindly's platform.  

Why Eco Freight? Bundling packages and thus, cargo shipments helps reduce pollution emissions caused from air travel. The more we can consolidate through Eco Freight, the better our carbon footprint. 


Ground Delivery (Within Panama Only)


What is your delivery time frame?

The DHL Express orders will ship within 48 hours, unless there is a production time needed in order to complete the product which will be provided in the product information. If you have chosen Eco Freight, this item will generally take 48-72 hours from the next available shipping date we offer. Ground Delivery will be shipped within 24 hours. All orders are processed from Monday-Friday, from 9AM-5PM.


How can I track the delivery of my order?

Once your order has been shipped, you will receive a shipment confirmation email with the tracking details. You can also check the status of your order on the 'My Orders and Returns' section of your account.


Due to higher volumes during the launch period and health safety measures in place at our distribution center during this time, shipments may be delayed. 


Thank you for your patience.

RETURNS

What is your return policy?

You are welcome to return your online order, within 30 days, from date of shipment. Returns must meet the conditions of our return policy below, to qualify for a refund:


  • Items must be its original condition (unworn, unwashed, unaltered).
  • Items must have all tags or packaging attached.

Items marked as Final Sale are not eligible for returns or exchanges. Please note, all Archive styles purchased during the Archive sale are Final Sale.


Please note: for international returns, the shipping cost to Panama is the customer's responsibility. 


What should I do if I have received a wrong item?
We are sorry to hear that you have received the wrong item in your order. Please contact our customer support feature via telephone or whatsapp and we would be happy to cover the cost of the exchange or return. 

How can I return my order if my order status has not been updated?

Please contact the Customer Care team with the below details and someone will get back to you as soon as possible.

-ORDER NUMBER
-NAME ON THE ORDER
-PRODUCT REFERENCE(S) THAT YOU WISH TO RETURN:
-THE RETURN REASON CODE

When will I be refunded?
Your return will be processed within 10 business days of receipt at the warehouse. If you find that your return has still not been processed outside this time frame, please reach out to our Customer Care team.

How do I return my order?
All returns should be addressed to the following:

Kindly Shop Office
PH Utopolis, Unit B
Casco Viejo, Panama City
Panama
010101