faq

 

Shipping

 

What is the cost of shipping?

Shipping rates inside Germany are calculated at checkout. Please contact our shop team for our international shipping rates.

 

How long does it take for my package to arrive?

The estimated delivery times are as follows:

Within the European Union, England, and Switzerland: 3-5 business days

Outside the European Union: Up to 4 weeks

Please note that these are estimates, and the actual delivery time may vary depending on the destination country, customs clearance, and other factors. It is advisable to use the tracking number to keep an eye on the current delivery status.

 

To which countries do you ship?

Currently, we ship to all European countries and selected countries. At checkout, you can select your desired country from the list.

 

My package never arrived, what should I do?

We're very sorry to hear that your package hasn't arrived. We understand how frustrating that can be. Don't worry; we will do our best to resolve the issue.

Please send us an email at hello@kimino.eu and provide us with your order number and the desired delivery address. We will attend to this promptly, and our team will do everything in their power to address the issue and ensure you receive your KIMINO order as soon as possible.

Thank you for your understanding and patience. We are here to assist you and ensure you receive a satisfactory solution.

 

My bottles were broken, what should I do?

We're sorry to hear that your bottles were broken during shipping. This is, of course, frustrating and unfortunate. Please follow the steps below to resolve the issue:

Safety first: Make sure not to cut yourself on the shards. Glass breakage can be dangerous, so handle the broken bottles with care. It's a good idea to wear gloves when disposing of the shards.

Photograph the damage: Take a clear picture of the broken bottles to document the damage. The picture will assist our shop team in better understanding the problem and responding appropriately.

Send an email to the shop: Send an email to hello@kimino.eu and provide your order number. Attach the picture of the damage to the email and describe the number of broken bottles.

Wait for a response: Our shop team will process your email and get in touch with you to discuss the next steps. We will likely offer a solution, whether it's a replacement for the broken bottles or a refund.

Check the intact bottles: Before consuming the remaining bottles, thoroughly inspect them for possible glass shards. If in doubt, it's best to dispose of them as a precaution.

The shop team is committed to resolving the issue as quickly as possible and ensuring you receive your order in perfect condition. Thank you for your understanding and cooperation. If you have any further questions, we are here to assist.

 

Do you ship internationally?

Yes, you can also have your package shipped abroad. It's possible to choose a delivery address that differs from the billing address, allowing you to send your order to an address outside your country of residence.

However, it's important to note that shipping abroad may incur additional costs. The exact shipping costs for international deliveries can vary depending on the destination country, package size, and weight. It's advisable to check the shipping costs for the desired destination country in advance to avoid any surprises.

If you have questions about shipping costs or other aspects of international shipping, you can contact the shop team to get further information. They will be happy to assist you with your inquiries.

 

Can I also request express delivery?

Yes, it is possible to request express delivery, but under certain conditions. Currently, express delivery is only available for an additional fee and for larger orders, typically around 240 bottles/ cans or more. This means that there may be extra costs for a faster delivery.

 If you desire express delivery or need more information about the costs and conditions, I recommend reaching out directly to our shop team at hello@kimino.eu. They can provide you with precise details on the available express options and associated costs and assist you in planning your order.

 

Do you have a return policy in case a customer is not satisfied with KIMINO?

If for any reason you are not satisfied with KIMINO, we kindly ask you to contact our shop team. They will address your request and work with you to find a suitable solution.

Please be aware that KIMINO is a natural product, and as such, there may be certain variations. However, we are committed to ensuring our customers receive high-quality beverages and are happy to address any issues or concerns. Your satisfaction is important to us, and we will do our best to exceed your expectations.

 

KIMINO Sparkling Juice & Sparkling Water

 

Is KIMINO vegan?

Yes, KIMINO is considered vegan. Vegans around the world can enjoy KIMINO Sparkling Juice and Sparkling Water with peace of mind, as it contains no animal-derived ingredients. However, please note that our labels are not officially certified as vegan, and KIMINO is not officially certified as vegan.

 

How should KIMINO be stored?

KIMINO should be stored in a cool and dry place to maintain its quality.

 

What is the optimal drinking temperature?

We recommend an optimal serving temperature of 4 degrees Celsius for KIMINO. At this temperature, the flavors and taste shine at their best, allowing you to enjoy KIMINO in all its full flavor. Maintaining a well-chilled temperature of 4 degrees Celsius ensures that KIMINO remains refreshing and delightful while highlighting the subtle nuances of the natural ingredients. Kanpai!

 

Where do the ingredients for KIMINO come from and are they sustainably sourced?

KIMINO harvests throughout Japan's country-side using traditional methods that conserve and support the natural environment. These farms belong to the next generation to care for and share from. We are grateful to support small family-owned farms and protect natural farming while aspiring to apply these techniques to our own farms.

KIMINO only uses hand picked seasonal fruits and naturally sourced water from the Hyogo mountains in the Kansai region to add to the flavor and texture of our drinks. We truly wish you will enjoy our drinks we made for you.

 

 

Still have a question? Please use our contact form or e-mail us at hello@kimino.eu