Frequently Asked Questions

Orders and deliveries

Please note: Kaloo.com currently only delivers to Metropolitan France.

We offer the following delivery methods for all deliveries in Metropolitan France (and Monaco):

    • Colissimo Domicile : Home delivery (no signature required) in 2 to 3 working days: €8.90
    • DPD Predict Domicile : Home delivery (time slots) in 2 to 3 working days: €8.90
    • Colissimo Drop-Off Points : Post Office drop-off, Pickup relay & Pickup Station lockers, in 2 to 3 working days: €6.90
    • DPD Relais Pickup : Relay delivery, in 2 to 3 working days: €6.90

The above-mentioned delivery times are indicative only and do not include preparation, i.e. handing the package over to the carrier. These deadlines are only considered valid outside the sales and Christmas periods and do not cover unforeseen circumstances (strikes, bad weather, etc.).

Deliveries take place exclusively Monday to Friday (excluding bank holidays).

When your order is shipped, you will receive a confirmation email - complete with a parcel tracking number - which will let you check the status of your order via the carrier at any time.

You can use this information to track your package throughout its journey.

Yes, an account must be created in order to place an order on Kaloo.com.

You can create an account before confirming the basket, or at any other time before placing your order.

You can track your order at any time from the "Order History" section of your customer account:

  1. As soon as your order’s payment is confirmed, the status will change to "Payment accepted".
  2. When your order has been sent to our order preparation teams, the status will change to "Being prepared".
  3. Once the order has been handed over to the carrier, the status will change to "Shipped". A parcel tracking link will then be made available. You will simultaneously receive an email from the carrier, complete with this tracking number.

After this point, your order’s status will not be updated, even if your order has been physically delivered. Go directly to the carrier's website and enter your tracking number to receive more in-depth tracking details.

Once your order has been confirmed, you cannot modify or cancel it from your customer account.

However, once the order has been received, you can exercise your right of withdrawal by informing us that you wish to return your order within 14 days (of receipt of your order). You must then return the undamaged product(s) to us no later than 14 days after communicating this decision to us. You are then free to place a new order, should you wish.

To find out more, go to the "How do I return a product as part of my right of withdrawal?" question in the "After-Sales Service" section of this FAQ.

Please note that it is not possible to change the address once the order has been confirmed.

Your invoice will be generated as soon as your order is confirmed. This invoice can be viewed or printed from the "Order History" section of your customer account.

Please note that no paper invoice will be included in your package.

You can pay for your Kaloo.com order by means of several payment options.

The total can be paid securely by credit card (Carte Bleue, Visa or Mastercard) by means of our Payline solution. This service is based on a secure Crédit Mutuel Arkéa payment server that uses SSL (Secure Socket Layer) encryption from the transaction’s start to finish.

In order for this payment method to be approved, you will be asked to enter your credit card number, its expiry date and the CVV code on the back of this card. Depending on the basket total and your online payment conditions, you may be asked to verify this transaction by means of 3DSecure authentication.

Furthermore, we also offer the option to securely pay by PayPal.

Whenever this payment method is selected, you will be redirected to the PayPal interface and asked to log in to your account. The payment will be approved directly via this medium.

Our Kaloo.com online store does not accept payment by cheque or bank transfer.

Bank transfer payments will only be offered as part of a "Lost Teddy" order, after you have received our bank details from one of our advisers.

Whenever you enter your bank details, our secure banking interface performs an automatic payment check to validate it.

If this is refused, we recommend contacting your bank in order to be informed of any online transaction-related conditions.

AFTER-SALES SERVICE

  • If you purchased your item from one of our dealers, then we encourage you to contact the same to assist you with this process.
  • If you bought the item on the Kaloo.com online store, we unfortunately do not offer exchanges. It is however possible to exercise your right of withdrawal within 14 days of receiving your order, and as such, the item can be returned to us and refunded, provided it is in a resaleable condition. You can also place a new order for a more suitable product at any point.
    • If you purchased this product from one of our dealers, then we kindly ask you to contact this dealer directly who will be able to help you with this process.
    • If the product was purchased from our Kaloo.com store, you have 14 days from the date of receipt to notify us of your wish to return - at your own expense - a product, should you find that it is unsuitable.

        To proceed with the return, simply follow these steps:

          1. Go to the "Order history" section of your account within 14 days of receiving the goods.
          2. Click on "details" to access the order details.
          3. Select a return option.

            Confirm your return by clicking on the "Return a product" button.

              Two return options are available:

                • Return by Colissimo prepaid label

                  You will receive a prepaid return label directly by email, which will simply need to be affixed to your package before dropping it off at the post office, a partner merchant in the "La Poste" network or in your mailbox (go to the La Poste website to find out more).

                  This return method boasts the following advantages:

                  Saves time: The label is emailed directly to you once your request has been confirmed.

                  Cost: You benefit from the preferential rates offered by Kaloo. Your label will only cost €5 (including VAT) for a return in France. Regardless of the weight of the returned product (the amount will be deducted from the refund total, once it has been received).

                  Convenience: You don’t need to insert a return form in your package as all the return information is provided on the label.

                      • Use your own return method

                        You can also choose to return the product(s) in question on your own behalf via the carrier of your choice, and by paying the fees directly. Should you opt for this return method, we ask you to slip the return form inside the package - available from the "Product returns" section of your account once your return request has been made (otherwise your return cannot be correctly identified upon receipt, which may, in turn, prolong the processing and refund time).

                        Please note, you must request a return within the 14-day period (upon receipt of your package), then send the item(s) back without delay (once 14 days have elapsed, the legal period will have expired).

                        The payment will only be refunded to the credit card used during the payment phase, once the returned products have been received and checked by our warehouse.

                        You will be reimbursed for all the sums paid when ordering, namely:

                        The price of the returned product(s)

                        Any shipping costs, unless you exercise your right of withdrawal on part of the order only, and in which case the delivery costs will not be refunded to you, as these are fixed.

                          €5 will be deducted from the total if you have opted for the "Colissimo prepaid return label" option.

                            Please note: the processing time for returns is 3 weeks upon receipt of the package in our warehouses.

                            Products returned incomplete or damaged (including their boxes/packaging) cannot be refunded. You will be held responsible for any damage that occurs during the return shipment. Returned products must therefore be carefully protected and packaged (in the original box or another suitable box) before being returned.

                            Please note: the procedure for defective products is different and an “After-Sales Service” contact form must be completed before any further action is taken (please see the section below).

                            If you have purchased this product from one of our dealers, please contact the latter directly. They will be able to help you with the steps to follow.

                            In accordance with the law, our products are covered by a legal guarantee of conformity (in the event that a product does not conform to the legitimately expected use or to the seller’s description; which must be exercised within two years from the issuance of the goods) and a legal guarantee against hidden defects (when a product contains a hidden defect; to be exercised within two years from the discovery of the defect).

                            These warranties fall within the seller’s responsibility. Thus, in the event that the product in question was purchased in-store, the warranty is therefore to be exercised, provided that the product is still under warranty, with the store’s seller. Depending on the case, the seller may propose a replacement, refund or cancel the sale. It is the buyer’s responsibility to retain their receipts, in order to be able to make use of the warranty.

                            In the event that a defective product or quality problem is detected from an online purchase, we encourage you to contact us via the "After-Sales Service" form; as a result, you will be put in touch with an adviser who will guide you through the process.

                            We may request various details in order to better identify the problem and provide an adequate solution in the quickest time possible.

                            Therefore, we kindly ask you to fill out the form with the utmost care in order to help us punctually provide you with a solution.

                            MY KALOO.COM ACCOUNT

                              There are several reasons as to why you may not be able to log in to your account:

                              Your email address is incorrect. Make sure that you enter the email address you provided when creating your Kaloo account and check that the spelling is correct (by paying particular attention to uppercase and lowercase letters, full stops, etc.).

                              Your password is incorrect. Should you forget your password, you can reset it by clicking on "Forgot your password?" below the login form. An email will then be sent to the email address entered and associated with the Kaloo account. This email will contain a new password that can be used to log in and change your password in the "My Personal Information" section of your Kaloo account.

                              You do not have an account. You may not have successfully registered your account on our site. Try to create your account again and make sure you receive the registration confirmation email.

                              If you are still struggling to log in after performing these checks, you can contact us via our "Other request" form.

                              You can modify your personal information at any time in the "Connection Information" section of your account.

                              In this section, you can modify:

                              • your contact details,
                              • your email,
                              • your password,
                              • your newsletter subscription preferences.

                              If you wish to exercise your rights of access, rectification, opposition or erasure, you can write to Kaloo's Data Protection Officer by completing the "Personal data" form or directly to the following email address: dpo(@)juratoys.com.

                              To find out more about the use of your personal data, please consult our Personal Data Charter.

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