FREQUENTLY ASKED QUESTIONS

Please read before contacting us

ATTENTION: Please read our FAQ carefully before contacting us. If you cannot find the answer to your question, please send us an e-mail to contact@3dpentm.com

Contact form

Do you have a contact form?

Yes, you can contact us by form by visiting this page: https://www.3dpentm.com/nous-contacter/

Can I contact you or reply by SMS?

Not at all. If you have received an SMS from us, please note that it is automated and we will never receive your reply.

Please contact us by e-mail.

My Order

What is my order number?

It is possible that your order confirmation e-mail has arrived in your spam folder. We invite you to check your junk mail.

If after checking, you do not find the confirmation email including your order number, please contact us at the following address: contact@3dpentm.com

We will ask you to mention the following information:

– Subject of the email: My order number

We will respond within 24 business hours

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How do I cancel my order?

– Subject of the email: Order cancellation

– Number of the order to cancel

Our team will cancel your order and proceed to a full refund.

If you are out of time and your package has already been shipped, we cannot do anything until you receive your order, after which we can proceed with a refund if necessary and after returning the item to our warehouse.

We will respond within 24 business hours.

Where is my order?

After your order is shipped, a shipping confirmation email is sent to you with a colissimo tracking number included.

With your tracking number, you can follow your order from the laposte.fr website

Please note that the tracking number is activated on average one week after an order is shipped.

For any other question, please contact us by mail at the following address: contact@3dpentm.com

We will respond within 24 business hours.

My order is missing items, where are they?

When you place an order with different products, it is possible that several of our suppliers are involved. In addition, and to avoid high delivery costs due to a too important delivery weight, the various articles of the same order are sent separately.

It is therefore normal that you receive your items individually and at different times.

Where can I find my tracking number?

A shipping confirmation email containing your tracking number will be sent a few days after purchase.

However, this e-mail may have arrived in your spam folder. We invite you to check carefully before contacting customer service.

My tracking number does not work.

Your tracking number does not work directly upon receipt of the shipment confirmation email. It will be active within 7 working days.

Don’t worry, your order has been shipped and will be delivered to your home.

It is possible that the tracking number indicated in the shipping confirmation email is associated with the wrong carrier. Here are the carriers according to the tracking number.

Delivery times

What are the delivery times?

When you place an order on your Kichin store, it is processed by our fulfillment center within 2 to 3 business days.

Delivery takes an average of 10 to 15 working days. In very exceptional cases (postal strike, end of year holidays,…) it can be a little longer. In any case, if your package does not arrive after 8 weeks, we will send it back to you or give you a full refund.

If the delay seems long, please contact us for more information.

How do you explain the delivery times?

In order to be able to offer you the best prices and to avoid high costs, we cooperate with suppliers based abroad. Our goods are therefore also located abroad. The transport of these goods to their destination takes time.

The delays also vary according to your location.

Exchanges

How do I get an exchange?

We apologize if you have encountered a problem with your order.

If you would like to exchange your item for another color, size or model, please contact our customer service department at

contact@3dpentm.com

You have 30 days to return your order to our warehouse at your expense.

We will ask you to mention the following information:

– Subject of the email: Exchange request

– The number of your order

We will answer you within 24 working hours.

Return/Refund

How do I make a return and get a refund?

We are sorry if you have encountered a problem with your order.

If you have received a damaged item, a non-conforming item or you are not satisfied with your order, please do not hesitate to contact customer service at

contact@3dpentm.com

We will ask you to mention the following information:

– Subject of the email: Request for return/refund

– The number of your order

We will answer you within 24 working hours.

I made a mistake in the size, color of my item, am I entitled to a refund?

We are sorry if you have encountered a problem with your order.

If you made a mistake in the size or color of your order, please contact our customer service department at

contact@3dpentm.com

You have 14 days to return your order to our warehouse at your expense.

Modify my order

Is it possible to modify my order?

It is possible to modify your order (color, size, model) up to 12 hours after purchase on your Kichin store.

If you are within this time frame, please contact our customer service at the following address

contact@3dpentm.com

We will ask you to mention the following information:

– Subject of the email: Modification of my order

– The number of your order

If you are out of time and your package has already been shipped, we can do nothing until you receive your order, after which we can proceed with a new shipment and this, after return of the article to our warehouse.

Other questions

Do you deliver internationally?

Yes we deliver internationally with our respective sites

Is my information secure?

Our site is totally secure and hosted by an HTTPS server which guarantees your protection and that of all your personal data.

We collaborate with VISA, Mastercard and Paypal which are world leaders and would not allow the viability of a store such as ours if the rate of unsatisfied customers was important.

How to create a customer account?

Simply click on the Register/Login button at the top of our web pages and fill in the required information.

Can’t find the answer to your question? Please contact us.

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