faqs krei concept store
krei concept store faqs

Contact Order Service
Monday thru Friday: 9am – 6pm | contact@kreiconceptstore.com | +52 998 881 3150 X: 1315

Contact Order Service
Monday thru Friday: 9am – 6pm
contact@kreiconceptstore.com
+52 998 881 3150 X: 1315

Question WHAT PAYMENT METHODS ARE ACCEPTED?
AnswerWe accept all credit cards within these banks: Santander, Banamex, Bancomer, Banorte, HSBC, and American Express inside its PayPal card.
Question IS MY PERSONAL INFORMATION KEPT PRIVATE?
AnswerKREI CONCEPT STORE belongs to GRUPO ULTRA who ensures that your personal information is kept private and confidential and at no point will we share it with a third party except as necessary to process and service your orders. For more information, please see our Privacy Policy.
Question HOW DO I TRACK MY ORDER?
AnswerOnce your order is confirmed, you  will receive an email with its tracking number and a link to view this information online.
Question HOW QUICKLY WILL MY ORDER ARRIVE?
AnswerOrders must be processed by our team, which take between 3 to 5 business days from the confirmation of payment, once your package is shipped delivery time is of 5 to 7 business days. This may vary according to the following criteria:

  • Extended postal code: It is understood as a region that has no delivery service or is a place of difficult access. Estimated delivery time of 15 business days from the confirmation of payment.
  • Special orders that are requested directly to the supplier will have an approximate delivery time of 2 months.
  • The promotion must have been received by an affiliated magazine, blogger, or by an exclusive email.
  • The Zip Code must be valid, extended postal codes don’t apply.

Question WHERE DOES KREI SHIP?
AnswerCurrently we are only shipping inside the Mexican Republic. For international shipping please contact our team at contact@kreiconceptstore.com and we’ll find a way.
Question WHAT ARE THE SHIPPING RATES?
AnswerShipping expenses are a flat rate of $190 MXN, however, shipping is included on purchases above $4,000MXN, with the exception of changed or returned items.
Question CAN I CHANGE MY ADDRESS ONCE THE ORDER HAS BEEN MADE?
AnswerChanges in the shipping address must be requested directly to our contact center. Please notice that those changes are subjected to the following:

  • An extra charge for logistics will be applied. This charge must be fulfilled in order to schedule the new delivery.
  • Delivery times may vary according to the new delivery address criteria.

Question CAN I EXCHANGE AN ITEM?
AnswerYes! Exchange requests must be made within the first 30 days from the purchase of the product.

The customer must take photos of the whole product. The product to be returned must be in impeccable conditions and must be sent with the original packing.
When exchanging a product for another one, it must have an equal or a greater price.
If the customer chooses a product with a lower price, the amount left will be indicated so that the costumer can choose another product. If the customer wishes not to use that amount, the difference will be lost in its entirety and thus it will not be able to be recovered in the future.

If the client wishes to change a product that has been invoiced, the total cancellation of the folio will proceed, and the original invoice will be retained. If the costumer doesn’t present an invoice, he/she will not be allowed to invoice again.
For exchanges and returns the costumer is responsible for shipping expenses, with the only exception of warranties.
Once the change has been approved, the guide with the item’s delivery information will be sent to the client.

Question WHAT IS THE RETURN POLICY?
AnswerChanges or returns are subject to the following:

  • The change or return must be requested directly with our contact line.
  • We only accept the return or exchange of products that are in perfect condition and have not been used, unless it’s a guarantee.

Question WHAT IS THE RETURN POLICY ON FAULTY OR DAMAGED ITEMS?
AnswerEvery complaint for damaged or faulty items is subject to evaluation, and the following steps must be followed to issue the statement.
– If the delivery box is damaged:

  • The customer has to tell the delivery person that she/he will not accept the product because of the damaged box.
  • The delivery person is obligated to hand over a report form that must be filled by the client.
  • The delivery company will determine the cause of the damage and in case of proceeding to the change a new product will be sent (shipment policies apply)
    If the change isn’t authorized by the delivery company, the costumer will be informed of the action that will be taken into account.

-If the product was damaged during the transfer:

  • The client has up to 48 working hours after receiving the merchandise to make the corresponding claim.
  • The customer must have the purchase ticket.
  • It’s necessary that the costumer takes photos of the whole product, and a picture of the damage it presents.
  • The client must send the ticket and the photographs to our contact email. 
  • The client must send the ticket and the photographs to our contact email.
  • The client must present the purchase ticket and photos of the whole product, including a picture of the damage it presents.
  • If the product was damaged before the expiration of the warranty
    – Factory damage
  • The item must be sent in the original packing and it should not present any additional damage.
  • When the item is received it will have a 2-day period evaluation to check the status in which it arrived and decide the course of action.
  • Once the factory damage has been confirmed, a new email will be sent to confirm the shipment information.