Contact us
How do I change my delivery address?
If you just placed an order less than 30 minutes ago: Email us at hello@us.kitimimi.com
If you have placed an order for more than 30 minutes: We pack your order very quickly for fast delivery, which means we cannot make changes once it has been confirmed. We, unfortunately, cannot change the delivery option, the delivery address, or the sheets.
Can I swap sheets?
We do not make any exchanges to guarantee our products rigorous quality and an impeccable hygiene level.
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 because there is an error in the email address you registered; we will resend you one after your message.
I did not receive the order confirmation email?
You have not received your order confirmation email:
Look in your spam and junk mail? If it’s not there, maybe you made a small typo when ordering? It’s okay, contact us, we’ll send it back to you!
What if a sheet is missing from my order?
Contact us at the email address hello@us.kitimimi.com We will get back to you as soon as we can
Can we switch from the Preorder offer to the Order offer?
Yes, it’s possible. You need to send us an email at the email address hello@us.kitimimi.com asking us to cancel your Preorder and reorder. Please note that there is a price difference between the Order offer and the Preorder offer.
I am unable to place an order on your site
Have you tried paying using your bank card? You don’t have a Paypal account?
Is your bank not one of Fintecture’s partner banks?
Were you unable to order by bank transfer directly from our site?
If this is the case, please send us your order by email with the following information:
- If it is an Order or a Preorder
- The detail of The order
- The name and first name of The recipient
- The delivery address
- Telephone number
- Email-address
What is the difference between an Order and a Preorder?
As far as orders are concerned, delivery is fast.
For Preorders, delivery is made in the month announced by the site, and prices are preferential.
Can I return my package to you?
You have a period of 14 clear days from the date of receipt of the products ordered to retract without having to justify reasons or pay penalties, except for return costs.
Shipping must be carried out with a carrier that allows delivery against signature and remains at your expense. The products must be intact and in their original packaging.
The shipment must be made within 14 days of receipt of the products, postmarked as proof. You must write to us by post with acknowledgment of receipt at Avenue de la gare 24, 1920 Martigny, Switzerland, to inform us of your wish to make use of your right of withdrawal. The letter must mention: the order number, the buyer’s name, the date of the order, and the reason for the withdrawal.
You must attach a copy of your order confirmation to the return package. Otherwise, we will not be able to refund. For the return address of the goods:
- Customers from the European Union and International (Outside Switzerland, USA): 27 Rue des Frères Michelin, 10600 La Chapelle Saint-Luc, France.
- Customers in Switzerland: Avenue de la gare 24, 1920 Martigny, Switzerland
- Customers in the United States: North Connect LLc DBA, Captains Freight services USA, 2335 NW 107 ave, WH B57 / B58 Miami FL 33172, USA.
Remember, the return package remains your responsibility until it arrives in our warehouses, so it is important that you keep proof of postage until it arrives with us!
Your return will be processed as quickly as possible upon receipt, and a confirmation email will be sent to you. We will do our best to shorten the refund period, which may take up to thirty days from your return.
Do I have to pay customs fees when I am outside the EU, Switzerland, and the USA?
Don’t worry. You won’t have to pay customs and import duties for orders to countries in the European Union, Switzerland, and the United States.
If you have placed an order outside of the countries mentioned above, please note that customs fees and import taxes are billed once the package has arrived in the country of destination. Your order will be held by customs, who may ask you to pay additional fees and taxes. These charges must be paid by the recipient of the package.
Unfortunately, we have no control over the number of these charges and cannot determine their amount as customs clearance policies and import taxes vary from country to country.
For more information on possible charges, we advise you to contact your local customs office.
Has my order been shipped?
Once your order has been shipped, you will receive a shipping confirmation email containing a tracking link to locate your order at any time. Our preparation time for your order is 48 working hours (Monday to Friday).
My order has been delivered, but I haven't received it?
Try to contact your friendly neighbors or the caretaker of your building because, in case of absence, the driver can give your package to your loved ones to not be taken to the relay point. If, after searching, none of your relatives has collected the package for you, contact us!
What happens if I am absent during the delivery of my order?
Do not panic ! In case of absence during the delivery of your package, please note the following 2 points:
- Using your tracking number, you can find out if the driver tried to deliver to you.
- The driver can retry another delivery or drop off your package at a partner relay point closest to you.
What destinations do you deliver to?
We deliver all over the world.
Can we be delivered to a relay point?
If you wish to have your package delivered to a relay point, simply choose the “Delivery option” step on our website to the “Relay point” option. However, it should be noted that this option is not available for all countries in the world.
Is it possible to track my order?
Of course! To track your order, simply follow the link sent to you by email following your order’s shipment.
How do deliveries work?
For France: GLS – Delivery in 2 to 5 working days from Monday to Saturday.
For the European Union: UPS / La Poste – Delivery in 3 to 5 working days from Monday to Saturday.
For Switzerland: SwissPost – Delivery in 2 to 5 working days from Monday to Saturday.
For the United States: UPS / USPS – Delivery in 2 to 5 working days from Monday to Saturday.
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 France: Troyes (Aube), France.
For the European Union: Troyes (Aube), France.
For Switzerland: Leytron (VS), Switzerland.
For the United States: Miami (FL), USA.
How do I change my delivery address?
If you just ordered less than 30 minutes ago: Give us a call to see if we can change your address.
If you ordered more than 30 minutes ago: We pack your order very quickly for fast delivery, which means we cannot make changes once it has been confirmed. Unfortunately, we cannot change the delivery option, the delivery address, or the chosen sheets.
For France: Troyes (Aube), France.
How to have access to my follow-up on your site?
My account area is here for that!
Refund request when we still have not received a response following the investigation
As long as the package has not left the warehouse, it is our responsibility. However, as long as our carrier partner (UPS, GLS, TNT, FedEx, Colissimo, etc.) has possession of your package, this responsibility no longer falls on our company. If your package is lost, an investigation is opened by the carrier to trace your package.
Until it has been returned to us, we cannot refund you because the delivery is outside our control. However, we are doing everything we can to speed up the process and are sorry for this incident.
Has my package been returned to you? Can you send it back to me?
For a first shipment, the delivery costs are included in your order. However, for a return, the delivery costs are the responsibility of the customer. In France, for example, the amount to 10 euros including tax.
When will I receive my Preorder?
Regarding Preorders, unfortunately, we cannot give you an exact date. It could be the beginning of the month or the end of the month. All we can promise is that it will be delivered to you within the month advertised on the site. Once your package has been shipped, a tracking email will be sent to you.
I have placed an order in the past month and still haven't received it?
Most likely, this is due to the fact that you have chosen the Preorder offer. More rarely, your package may be lost. In some countries, however, it should be noted that there are no Preorder offers.
What are the payment methods?
You can pay for your order online:
- By credit card, via the Stripe payment platform
- Via your PayPal account
- Bank transfer; please send your order number with The transfer.
Can I pay in instalments?
It is not possible to pay for your Kitibook order in several installments, sorry!
How do I use my promo code?
After adding to the basket, at the end of your order, enter the promo code in the insert provided for this purpose on the right of the page, just before payment.
How can I get a discount code?
You will be informed of our promotional offers by email. Do not hesitate to subscribe to our newsletter to receive them exclusively!
What if my payment has been declined?
Do not panic ! Follow these few tips:
Log in to your personal account to verify your bank card or PayPal account details. Make sure that the information provided is correct. For example, the correct expiration date or the name of the cardholder. Make sure you enter the security code correctly. This is the three-digit number on the back of your card:
Your card issuer may have declined payment. Check with your bank or PayPal;
If you have followed all of the steps above, try using another payment method or email us if you have any further questions!
Is it possible to combine promotional offers?
We are sorry, but our promotional offers cannot be combined. Otherwise, we have nothing left to make new great 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 because there is an error in the email address you registered; we will resend you one after your message.
Can we choose the color of the letters for personalization with the child's first name on the cover page?
The color of the alphabet letters is random and may not correspond to the colors displayed on the site. When preparing orders, we do our best to vary the colors and have a nice rendering.
Can we add sheets as we go?
Yes, it’s possible. We have the front back sheet offer on our site for the purchase of one or more sheets.
What materials are used for the Kitibook?
We use soft boa (similar to velvet). The material used on the inside of the sheets is felt.
Where can I find the different activities to do with each sheet?
You can visit the learning page or click on the small “i” button under each sheet in step 1, “Choose sheets”.
How can the Kitibook be washed?
We recommend washing the Kitibook by hand or dry (dry cleaning). It is strongly recommended not to use the dryer.
I have two children. Can I buy a Kitibook for both?
Yes, a Kitibook can be used by several children. You can give each child one sheet at a time, and once everyone has understood the concept, we alternate the sheets.
Can we complete the book as we go?
Yes, you can complete it as you go along, depending on the age of the child. We have the double-sided sheet offer on the site.
I received one or more sheets that I did not order. What should I do?
You must send us an email to the email address hello@us.kitimimi.com
Why is there no end page?
There is no end page for the simple reason that our business is eco-conscious. The principle is simple. Each page is designed in such a way that it has educational value. An end page does not provide any educational value and therefore does not exist. A box is, however, designed to bring together the pages of the Kitibook.
From what age can the Kitibook be given to children?
The Kitibook is an evolving book from 10 months to 6 years. The sheets accompany all the early childhood of the child. The plank is the same, but the exercise is different.
What is the difference between Kitibook XL 14 pages and XL plus?
The 14-page Kitibook XL contains 14 pages, while the XL plus contains 14 or more pages.
Do I have to buy a book for each age?
Each sheet is scalable from 10 months to 6 years. Children will use the sheet in different ways depending on their age.
