FAQs

I can't pay on the online store, what should I do?

Do you want to place an order on our site and you are unable to validate your payment by credit card? First of all:

  1. check that the bank details you leave us correspond to a bank card accepted on our site (exclusively visa cards, Eurocard Mastercard and credit card).
  2. remember to check that you have entered the correct bank details on the payment page.
  3. if the problem persists, do not hesitate to contact us by email at the following address contact@kiwamisports.com or by phone at +33 (0)5 59 32 29 36.

Your payment could not be validated by our services. The bank details you gave us did not allow us to process your order. Your order is automatically canceled immediately. We pay particular attention to payments. We may therefore be required to carry out additional checks with the financial organizations concerned.

 

Import taxes and customs fees: When I choose my country of delivery, the prices increase, what happens?< /big>

The VAT zones work in relation to the billing address but also the delivery address. 

  1. As part of an intra-community delivery, French VAT is applied (20%).
  2. Otherwise, your delivery will be made tax-free and upon receipt of your package, you will have to pay the customs duties in force in your country. KiWAMi is not responsible for these import fees and other taxes.
  3. For any further information, do not hesitate to contact KiWAMi! (contact@sports.com or Tel: +33 5 5932 2936)

For example: you live in Switzerland and you request a delivery in France, the VAT will automatically apply. If you do not want to pay VAT, you must indicate a delivery address in Switzerland or other countries that are not members of the European Union.

 

Marking outfits

Be careful with the spelling (uppercase, lowercase and accents) we cannot exchange or refund your personalized outfit

 

Which size should I choose?

Sportswear must be worn adjusted to limit water entry during the swimming part (triathlon) but also to avoid areas of friction. In order to choose the right size, please refer to our Men's, Women's and Children's size guides. If you are between two sizes, we advise you to choose the larger one. If you are still unsure of the correct size, please contact our customer service at contact@sports.com for more details or call +33 (0)559 329 36. Our team will be happy to advise you.

When will my order be delivered?

  1. All orders placed Monday to Friday before 2 p.m. will be prepared and dispatched the same day.
  2. Any order placed Monday to Thursday after 2 p.m. will be prepared and dispatched the following day.
  3. All orders placed between Friday 2 p.m. and Sunday midnight will be prepared and shipped the following Monday.
  4. However, it is specified that since personalized "RIO NATION" products are made to order, the preparation time for this may take approximately 15 working days. To which will be added the delivery time, which varies according to the destination.

Note: once your order has been delivered to the carrier, you will receive an e-mail confirming its shipment.

 

What are the delivery times and how much are the shipping costs?

 

Deliveries are guaranteed from Monday to Friday. Orders placed and validated before 2 p.m. (GMT+1) are processed the same day.

You can choose from three types of delivery: standard, express or relay point:

 

Delivery in Metropolitan France offered from 120€ in relay point

Delivery to a relay point via Colissimo, with signature, within 2 to 3 working days (Metropolitan France excluding Corsica): €6 including tax, free from purchases of €120. Please note that the opening and pick-up times for parcels may vary depending on the relay. Bring a valid ID to collect your package.

Home delivery via Colissimo, without signature, within 2/3 working days (Metropolitan France excluding Corsica): €8 including tax.

Express delivery via FEDEX in 24 hours (Metropolitan France excluding Corsica, working days only): approximately €30, variable price.

Delivery is against signature.

 

Delivery to Germany, Austria, Belgium, Netherlands, Luxembourg, United Kingdom, Switzerland, Italy, Spain, Poland, Czech Republic, Slovenia, Slovakia, Greece and Portugal.

Home delivery in 4 to 7 days depending on the destination: €12.50 excl. VAT.  

Express home delivery via FEDEX (outside Switzerland): between €15 excl. VAT and €30 excl. VAT depending on destination - variable price.

For delivery in Switzerland, customs charges may be applied and are the responsibility of the customer, the products being invoiced excluding tax.

 

Delivery to other European Union countries

Home delivery in 4 to 7 days depending on the destination: €30 including tax.

Express home delivery via FEDEX: price varies depending on destination.

 

Delivery in the DOM TOM

Home delivery via Colissimo against signature within 4 to 15 days depending on destination and customs services: €15 excl. VAT

For delivery outside the European Union, customs charges may be applied and are the responsibility of the customer, the products being invoiced excluding taxes.

 

Delivery to the rest of the world

Home delivery via Colissimo against signature within 4 to 15 days depending on destination and customs services: €25 excl. tax

For delivery outside the European Union, customs charges may be applied and are the responsibility of the customer, the products being invoiced excluding taxes.

 

My package has still not been delivered, what can I do?

If the delivery of your package is late, please contact our customer service. (+33(0)5 59322936).

We will initiate a request with the postal services.

 

 

Is it possible to send my package to a third party or to an address other than the billing address?

Yes, your package will be sent to the person and address indicated by you in the delivery address field. 

You have the possibility to register several addresses in your account and to differentiate between delivery and billing addresses.

Note: if you wish to have it delivered to your place of work, please indicate the name of the company to avoid any delivery problems.

 

How can I be informed that my order has been sent?

When your order leaves our warehouses, you are immediately informed by email. You can also check the status of your order via your account on kiwamisports.com

 

Who are your logistics partners?

All orders placed outside the United States / Canada, are prepared and shipped from our head office in Montardon in  France (64). 

Our logistics partners are La Poste for all "classic" deliveries by Colissimo and the company Fedex for Express shipments.< /p>

How do I return a product?

How do I return a product? Have you received your items but the size or fit is not right for you? Don't worry, you have 15 working days from the date of receipt of your package to return the products concerned to us (with the exception of products that have received a marking as well as products belonging to the RIO NATION range, because it these are personalized products). Return shipping costs are your responsibility. You will have to return the product(s) at your expense, except in the case where you have received a product with a manufacturing defect or that does not correspond to your initial order. In this case, you will need to contact customer service at contact@kiwamitriathlon.com to obtain a prepaid return slip.

The return is at the risk of the customer. The product must be returned in its original packaging, in its original condition, new, unworn, unwashed, accompanied if possible by the delivery note received in the order.

To know: Kiwami will refuse any damaged, damaged, soiled, incomplete item that has not been the subject of comments or express reservations by the customer upon delivery.

Please send your return to the following address:

KIWAMI, 9 RUE AMPERE, 64121 MONTARDON, FRANCE

Upon receipt of the returned product(s), they are checked by our logistics department before being refunded to you. A period of 3 to 8 days is then necessary for the refund to be madef. If you have a deferred debit card or a credit card, this reimbursement takes place at the end of the current month.

 

 

Can I return a custom outfit?

Given the unique and personalized nature of the item, it cannot be returned or exchanged, in accordance with article L121-21-8 of the Consumer Code:

"The right of withdrawal cannot be exercised for contracts (...) for the supply of goods made to the consumer's specifications or clearly personalized...".

As a result, you have no right to invoke any right of withdrawal. Also, we recommend that you devote the necessary time and attention to the creation of your item before purchasing it.

 

How should I do if I want to change size or model?

Kiwami specifies that product orders can only be refunded, any exchange being expressly excluded. For a new size, another model or another color, simply reorder on the e-shop.

How should I wash my triathlon outfit?

Your KIWAMI triathlon outfit is a highly technical product designed for performance. In order to preserve its technicality, cut and color, we advise you to respect our maintenance rules and our products.

Wash :

For a better longevity of your outfit, we strongly recommend washing by hand with a mild soap and rinsing with clear water.

 

If however, you wish to use your washing machine, we advise you to:

  • Close the zip before putting your outfit in the washing machine;
  • Always wash the garment inside out;
  • Wash cold or very low temperature (below 30°C, delicate programme, lingerie or wool) with a gentle spin cycle so as not to break the fibres;
  • Use a mild liquid detergent, specially designed for sporting goods (do not use products containing chlorine, bleach, whiteners, fabric softeners, perfumes and dyes);
  • Wash your Kiwami triathlon outfit separately from your street clothes;
  • Lay your outfit straight flat from the end of your machine. It is important not to leave it wet for several hours in your machine;

NO SOFTENER OR BLEACH.

 

Drying:

  • DO NOT USE A DRYER OR IRON, your outfit may shrink and lose its technicality;
  • Drying should be done in a natural way, away from direct sunlight and heat sources (without wringing your outfit to drain it so as not to take the risk of deforming it);< /li>
  • Use clothespins that do not break the fiber or risk snagging the stitches of the fabric;
  • Store your Kiwami outfits in a dry and ventilated place. Avoid humid places.

To extend the life of your Kiwami products, please pay particular attention to the following points:

Triathlon and trail-running products: our triathlon outfits are for competition use only and are not designed to be worn for every training session. Do you use your carbon wheels in your workouts???? ? 

Note: for outfits designed in white fabric, be aware that they will obviously be more prone to soiling and stains (perspiration, cream, felt, marking of bib numbers, etc.) than dark fabrics.

 

Swimming products: our tips for taking care of your swimsuit

  • Rinse/wash your swimsuit with clear water or with a mild soap after each use, chlorine and salt are your swimsuit's worst enemies because they destroy the elastane fibers contained in the fabric;< /li>
  • Wring out without twisting or stretching your swimsuit too much and let it dry in a dry place away from the sun.
  • In the washing machine, use a cycle for delicate laundry or lingerie and place it in a net.

 

 

How long does a Kiwami outfit last?

The lifespan of our triathlon and trail running products depends on your use!

We advise you to follow the care instructions, our products will accompany you for a long time on your shopping trips!

 

Kiwami guarantees its zips and seams for one year from the date of purchase. If the seams of your outfit come unstitched, we will repair your garment*. Excluded from the guarantee are all deteriorations resulting from misuse, falls, abrasive friction and non-compliance with maintenance instructions.

 

*Kiwami repairs seams/zips on garments in good overall condition. In our objective to offer quality clothing, we do not repair the seams of an unusable garment (holes or very worn). In order to ensure your comfort and your image, it is indeed advisable to replace a garment that has become too damaged to run in good conditions. 

Since Kiwami products are highly technical, it is important to follow the instructions for use.

 

The following damages are not covered by the warranty :

-Damage caused by misuse, abuse or neglect.

-Damages from impacts and scratches.

-Cuts/spots/holes.

-Failure to follow washing instructions causing discoloration/shrinkage/pilling.

-Normal wear of materials, discoloration due to abnormal use of the garment.

Specific cases:

 

Abrasion/Pilling

To create our models, we select fabrics that are not only technical but also soft and comfortable to wear. However, these fabrics remain fragile to a certain extent and are less resistant to wear than a pair of jeans for example! Avoid any friction with belts (poor quality bib holder, backpack strap, etc.) or with gripping or rough surfaces such as Velcro, for example, which produces more or less inevitable abrasion effects . Please be aware that this does not impede the functionality of the product and the damage is only cosmetic. Kiwami does not warrant abrasion effects.

Lycra and elastane

These are elastic fibers incorporated into fabrics to improve their extensibility. During training or competition, chlorine, perspiration, sunscreen or energy drinks attack these fibers. This is why careful maintenance after each use can counteract these harmful effects. Remember to rinse the garments with clear water immediately after use in chlorinated or salt water and after any sports activity, in order to prolong their life.

 

REPAIR SERVICE: I made a hole in my triathlon outfit, what can I do?

Kiwami offers its customers a repair service. In order to benefit from it, please read the different steps carefully.

 

Follow the following instructions:

  • Contact dedicated customer service at contact@kiwamitriathlon.com
  • Specify in your e-mail, surname, first name, date and place of purchase;
  • Detail the problem encountered;
  • Impuratively attach at least 2 photos of the problem (wide shot and Zoom); A copy of the invoice.

/!/ Without these elements, no return or repair can be processed.

Upon receipt of your email with all of the above information, our foreman will review and determine whether or not a repair can be carried out.

Our sales team will then offer you a quote including the handling of your problem as well as the shipping costs. For payment, an e-mail request will be sent to you.

Once the estimate has been validated, return the product to the following address and enclose the return slip sent.

 

KIWAMI. 9 RUE AMPERE, 64121 MONTARDON

 

ATTENTION: All items returned for repair must be washed and clean. We do not accept dirty or still wet clothes.

Upon receipt of your product, the repair time is between 1 and 3 weeks. It should be noted that our workshop is closed throughout the month of August. Your repair requests will therefore be processed in September.