Frequently asked questions

About shipping
What is the cost of shipping?

Free shipping when the order amount exceeds:

  • Spain– Mainland: Free on orders above €60
  • Spain – Canary Islands: Free on orders above €50
  • Portugal– Mainland: Free on orders above €60

If your order does not exceed these amounts, you can check the costs by clicking here."

Can I place an order from the Canary Islands?

Yes, we ship all over the world. You can check the shipping conditions to the Canary Islands here."

When will my order arrive? Delivery times

For mainland shipments, the delivery time of an order will be between 24 and 72 hours excluding weekends and bank holidays. If you place an order on a Sunday or bank holiday, the shipment will be handled the next working day. If, after this time, you have not received your parcel, please contact our customer service.

Times may vary for shipments to other destinations depending on the destination country.

Shipments may suffer delays during specific campaigns such as Black Week, Christmas or Sales.

How will I know if my order was placed correctly?

You will receive a confirmation email of your order where you will be able to see all the details.

Check your junk mail and spam folders, our emails may have been delivered there.

How can I contact your customer services?

Our customer services are available from Monday to Friday, from 8am until 3pm.

You can send an email to [email protected] and we will answer your queries.

About Returns
How many days do I have to make a return or an exchange?

You have a period of 30 calendar days to request a return or exchange from the confirmation that the order has been placed .

For international orders, the period will be 14 calendar days from receipt of the order.

Is there a cost to making a return?


For international returns, shipping costs will be paid by the customer.

How can I make a return or exchange an online order?

You have two options for making a return or an exchange:

  • Link here:"
  • Go in person to any of our Kaotiko stores with the purchase receipt and the items you want to return or exchange.
How and when will I receive the refund in respect of my return item?

We will carry out the refund once we receive the return package and have checked the product is in the same condition that it was delivered in. If the product purchased was sent in a box, this should be returned with it in good condition. Once the check has been carried out, we will proceed with the payment which may take 24-48 hours to appear in your bank account

Payment Methods
What payment methods can I use to make my purchase?

You can make your payments:

  • Using a Credit or Debit Card (through a Servired secure payment gateway).
  • Using Paypal.
  • Using Klarna.