Kiwi Help Center

Placing an order on life.kiwi is simple and straightforward:

1. Browse Our Collection: Start by exploring our range of dermocosmetics, skincare, and wellness products. When you find a product you want to buy, choose the quantity and any other options available, then click “Add to Cart.”
2. Review Your Cart: Once you’ve added all desired items, click on the shopping cart icon to review your selections. You can adjust quantities or remove items if needed.
3. Proceed to Checkout: When you’re ready, click “Proceed to Checkout” to finalize your order.
4. Provide Your Details: Enter your shipping address, and if you have an account, you can log in to make the process faster. You can also create a new account for future purchases.
5. Select Payment Method: Choose your preferred payment method to securely complete the purchase.
6. Confirmation: After placing your order, you’ll receive a confirmation email with your order details. If you have an account, you can also view your order history and download invoices directly from your account page.

Creating an account on Life.Kiwi is quick and gives you access to exclusive features that enhance your shopping experience:

1. Start by Registering: Click on the “Account” button in the upper right corner of our website. Select “Create Account” and fill in your details, then click “Create Account”.
2. Enjoy Account Benefits:
   . Order History: Track past purchases, reorder products, and easily find product details.
   . Manage Addresses: Save multiple delivery addresses for a faster checkout.
   . Exclusive Offers: Receive updates on promotions, new launches, and exclusive campaigns.
3. Guest Checkout Option: Prefer a quick purchase? You can also check out as a guest. Note that guest orders can’t be linked to an account later on.
4. Account Access & Updates: To access your account, click “Login” at the top right. You can update your personal information, save addresses, or reset your password if needed.
5. Password Recovery: If you forget your password, click on “Forgot your password?” on the login page. Enter your email, and we’ll send a recovery link to reset your password.

Creating an account makes shopping at life.kiwi seamless and gives you access to special offers and more!

If you've forgotten your password, resetting it is easy:

1. Go to the Login Page: Click on “Forgot your password?” below the login fields.
2. Enter Your Email: Type in the email address associated with your life.kiwi account and click “Reset Password”.
3. Check Your Email: Look for an email from us with a password recovery link (it may appear in your spam folder). Click the link and follow the instructions to set a new password.
4. Login Automatically: Once you’ve set a new password, you’ll be logged in automatically and ready to continue shopping.

You can also update your password anytime by going clicking in the following link.

Applying a discount code to your life.kiwi order is simple:

1. Add Products to Your Cart: Start by selecting the items you’d like to purchase and proceed to checkout.
2. Enter Your Discount Code: At checkout, locate the “Discount Code” field, typically below the cart produtcs section. Enter your code and click “Apply” to see the discount reflected in your total.
3. Tips for Success:
   . Copy and paste the code directly to avoid errors.
   . Ensure the code is valid and not expired.
   . Check the terms and conditions, as some codes may not be combinable with other promotions (e.g., Black Friday deals).
4. Important Notes:
   . Only one discount code can be used per order.
   . Discount codes are valid for one-time use unless stated otherwise.

If you encounter any issues, our Kiwi Customer Care team is here to help at info@life.kiwi.

Yes, you can cancel your order, but only if it hasn’t been dispatched yet. To do so, follow these steps:

1. Check Your Order Confirmation Email: In your confirmation email, click on “See Order Details”. Here, you can request a cancellation or update your delivery address if needed.
2. Contact Customer Support: If you encounter any issues, reach out to our Kiwi Customer Care team immediately at info@life.kiwi with your order number and cancellation request.
3. After Dispatch: Once your order has been dispatched, it may not be possible to cancel it. However, depending on the courier service handling your order, you might still be able to modify the delivery address. Please check directly with the courier for specific policies.

If the order cannot be canceled, you may still return it according to our Return Policy once it arrives.

At life.kiwi, once an order is placed, we’re unable to add or remove items. To make adjustments before dispatch, the best option is to cancel your order and place a new one with the correct items:

1. Cancel Before Dispatch: In your order confirmation email, click “See Order Details” to quickly cancel your order if it hasn’t been shipped yet. You can then place a new order with any additional or modified items.
2. If Already Dispatched: If your order has already been shipped, it’s not possible to make changes. However, you’re welcome to return any unwanted items once they arrive by following our Return Policy.

For additional help, feel free to reach out to us at info@life.kiwi or our chat, and our team will be glad to assist.

At life.kiwi, we work with high-quality, fresh stock that we receive regularly from our suppliers to ensure the best product experience. However, it’s important to note that many European cosmetic products do not have a specific expiration date printed. Instead, they feature a Period After Opening (PAO) symbol.

1. PAO Symbol: For most cosmetics in the EU, you’ll see a small jar icon with a number, such as "6M" or "12M." This represents the product’s safe usage period in months after it has been opened.
2. Minimum Shelf Life: We make every effort to ensure that all products reach you with a minimum of 3 months of shelf life for cosmetics and 4 months for food supplements, although exact dates may vary.
3. Expiration on Supplements: For food supplements and certain other products, you may find a specific “Best Before” date.

If you have any concerns or questions about a specific product’s shelf life, our Kiwi Customer Care team is here to help at info@life.kiwi or our chat..

At life.kiwi, we include a copy of your invoice with your order upon delivery. If you need another copy, simply reach out to our Kiwi Customer Care team at info@life.kiwi, and we’ll be happy to resend it to you by email.

If your order arrived incomplete, there may be two possible explanations:

1. Multiple Parcels: Your order may have been split into multiple parcels due to high value, weight, or volume. Check your shipping confirmation email to see if your items were shipped separately, as each parcel will have its own tracking number if applicable.
2. Out of Stock Item: Occasionally, an item may become unavailable after your order is placed. If this happens, we will notify you by email and automatically refund the amount paid for the missing item within 10 working days.

If you’re unsure or need assistance, please contact our Kiwi Customer Care team at info@life.kiwi. We’re here to help resolve any issues quickly.

life.kiwi is committed to providing high-quality service and fully complies with Portuguese legal obligations, including registration in the Electronic Complaints Book. If you experience any issues with your order, please follow our complaint process carefully to ensure a swift and effective resolution.

Submitting a Complaint

1. If Your Order Hasn’t Been Delivered:
   . For standard shipping, delivery dates are estimated, and delays may occur due to customs or other factors, particularly outside the EU.
   . If your order hasn’t arrived within 30 days beyond the estimated delivery time (60 days for non-EU orders), please contact us. We will investigate and, if necessary, arrange a replacement or refund.
2. If Your Order Was Damaged or Incomplete Upon Delivery:
   . Damaged Package: If the package appears damaged upon delivery (e.g., torn, wet, or opened), please refuse delivery and notify us immediately at info@life.kiwi.
   . Incomplete or Damaged Items: If you find missing or damaged items after accepting the delivery, email info@life.kiwi within 15 days, including:
   1. Your order number
   2. Photos of the package, shipping label, received items, and the product batch number(s)
   3. A description of the damaged or missing items
   
   We’ll review each case individually and offer the most suitable solution, such as a replacement, refund, partial refund, or discount for future purchases.
   

Important: Complaints must be submitted within 15 days of receiving your order. Unfortunately, we cannot accept claims made after this period.

Our priority is to resolve any issues as quickly as possible while ensuring a smooth and fair process for all customers.

At life.kiwi, we aim to process and ship orders as quickly as possible. If you need to change your delivery address, here are your options:

1. Before Dispatch:
   . If your order hasn’t been dispatched, you can change the address by clicking on “See Order Details” in your order confirmation email. This is the fastest way to make updates.
   . If you encounter any issues, please contact our Customer Care team at info@life.kiwi with your order number and new address details.
2. After Dispatch:
   . Once an order is dispatched, address changes may be limited. For orders shipped via certain couriers, you may still be able to update the address directly with them, depending on the dispatch status and destination country.
   . For Regular Mail, changes are typically not possible after dispatch.

If changing the address is no longer possible, you may refuse delivery when the order arrives, or follow our Return Policy if the package has already been delivered.

life.kiwi ships worldwide from Portugal, offering flexible delivery options to meet your needs:

1. Shipping Costs: The cost of shipping depends on the destination country, order weight, and chosen shipping method. Once you enter your delivery address and select a shipping method during checkout, the shipping cost will be displayed.
2. Delivery Times: Estimated delivery times are provided at checkout and vary based on the shipping option chosen and the destination. Please note:
   . For deliveries outside the EU, customs clearance may add additional time. Customs procedures are beyond our control and vary by country.
   . Some high-value or large orders may be divided into multiple parcels for secure handling
3. Free Shipping Eligibility: We offer free shipping on orders over a certain amount to specific destinations. The eligibility for free shipping is shown at checkout based on your order details.
4. Special Shipping Considerations:
   . Some items, like perfumes or aerosols, are classified as “dangerous goods” due to their contents. These items may incur additional shipping fees and may only be available for delivery to certain countries.
   . If your delivery is to an island or remote location, please select the main country to which the island belongs.

For any questions or special requests, our Kiwi Customer Care team is available at info@life.kiwi to assist.

At life.kiwi, we aim to process and ship orders as quickly as possible. If you need to change your delivery address, here are your options:

1. Before Dispatch:
   . If your order hasn’t been dispatched, you can change the address by clicking on “See Order Details” in your order confirmation email. This is the fastest way to make updates.
   . If you encounter any issues, please contact our Customer Care team at info@life.kiwi with your order number and new address details.
2. After Dispatch:
   . Once an order is dispatched, address changes may be limited. For orders shipped via certain couriers, you may still be able to update the address directly with them, depending on the dispatch status and destination country.
   . For Regular Mail, changes are typically not possible after dispatch.

If changing the address is no longer possible, you may refuse delivery when the order arrives, or follow our Return Policy if the package has already been delivered.

For deliveries from Life.Kiwi, the taxes and duties depend on your shipping destination:

1. European Union (EU) Countries:
   . All orders shipped within the EU include local VAT in the purchase price, so no additional taxes or duties will apply upon delivery.
2. Non-European Union Countries:
   . Orders shipped outside the EU are sent Delivery Duty Unpaid (DDU), meaning the product prices do not include any local taxes, VAT, or import duties.
   . The recipient is responsible for any import fees, customs duties, and local taxes required by the destination country, and payment may be needed to release your order from customs. The fees are paid directly to the courier (e.g., DHL, UPS).
   . Additional documentation might be requested by customs in your country. As these requirements vary, we recommend checking with your local customs office for specific information.
3. Express Shipping with Duties Prepaid (available in select countries):
   .For certain destinations, we offer express shipping with Delivery Duty Paid (DDP), where all duties are prepaid. In these cases, customs procedures are handled on your behalf, and no further duties are required upon delivery.

For questions or specific requirements, please contact our Kiwi Customer Care team at info@life.kiwi.

life.kiwi accepts the following secure payment methods to make your shopping experience easy and flexible:

1. Credit and Debit Cards: We accept major credit and debit cards. Simply enter your card number, expiry date, and security code at checkout. All card data is protected using PCI DSS v3.2 security standards to ensure a secure transaction.
2. PayPal: Choose PayPal at checkout to securely complete your purchase using your PayPal account.
3. Google Pay: Depending on your device, you can also select Google Pay for quick and easy payment.
4. Country-Specific Payment Options: For some countries, we offer additional localized payment methods. These options will be displayed at checkout based on your location.

Currency and Security:

• All transactions are processed in the currency displayed at checkout, ensuring the final amount charged is as shown.
• life.kiwi uses SSL (Secure Socket Layer) technology to encrypt your payment information, protecting against fraud and keeping your data safe.

At this time, we do not support cash on delivery. If you need any assistance or encounter issues during payment, feel free to reach out to our Kiwi Customer Care team at info@life.kiwi.

life.kiwi manages returns in compliance with Portuguese legislation. Here’s what you need to know about returning items after delivery:

How Long Do I Have to Make a Return?

• You have 15 days from the date your order is marked as delivered to initiate a return.

How Do I Make a Return?

If you’re not satisfied with your order, please contact our Kiwi Customer Care Team at info@life.kiwi within 15 days to begin the return process. In your email, include:

1. Your order number
2. The item names you wish to return
3. The reason for your return

Our team will review your request and provide simple instructions for completing the return. For returns via standard mail, you’ll need to provide a tracking number to ensure smooth processing through Portuguese customs.

Returnable Items:

• Products that are unopened, unused, and in their original packaging with all protective seals intact.
• Items that arrived damaged or broken due to transportation.

Non-Returnable Items:

• Products purchased during promotions or close to their expiration date
• Opened or used products
• Items for which the return request was made after the 15-day period

Return Shipping Fees:

1. Standard Return: Return shipping fees are at the customer’s expense, except in cases of damaged, faulty, or incorrect items. Please use a tracked and cost-effective shipping option and provide us with the tracking number.
2. Express Return (DHL or UPS): For faster returns, contact us to arrange express shipping, and we will provide the instructions and help schedule the return.

If Portuguese Customs applies any fees to your return package, please ensure you follow our instructions to avoid these charges, as we will not be able to accept returns with customs fees.

Once your returned items reach our facility, we will process your refund within 7 working days.

Yes, if your order hasn’t been delivered and is on its way back to life.kiwi due to an issue such as an incorrect address, delivery refusal, or unclaimed package, we offer the following options once it reaches our facility:

1. Orders Shipped by Standard Mail:
   . If your order is returned for reasons like an unknown recipient, incorrect address, or delivery refusal, you can:
   . Request a reshipment (subject to availability) with a new shipping fee
   . Receive a refund for the order amount minus the original shipping cost
   . Opt for a discount code equal to the order amount minus the shipping cost
2. Orders Shipped by Express (DHL/UPS):
   . If express orders are returned due to an incomplete address, missed delivery attempts, or identification requirements not being met, return shipping fees and a small return handling fee (5€) will apply. We offer:
   . A refund minus the original shipping cost, return shipping cost, and handling fee
   . A discount code for the order amount minus these fees
3. Returned Orders Due to Life.Kiwi Issues:
   . If an order returns to us due to a shipping error on our part, we will reship the order at no extra cost or offer a full refund, based on your preference.

Customs Restrictions:
In some cases, customs may not allow returns for orders with pending duties. If an order is abandoned or destroyed due to unpaid customs fees, we cannot offer a refund, as customs fees are the customer’s responsibility.

For assistance with a pending or returning order, please contact our Kiwi Customer Care team at info@life.kiwi.

At life.kiwi, the cost of return shipping is the same as the original shipping cost for your order. This applies in cases where the return is initiated by the customer (e.g., change of mind or incorrect order).

• Customer-Initiated Returns: You will be responsible for covering the return shipping cost, which matches the shipping fee applied to your original order.
• Damaged, Faulty, or Incorrect Items: If the return is due to an error on our part, such as damaged, faulty, or incorrect items, life.kiwi will cover the return shipping costs.

For assistance with your return or to confirm the cost, please contact our Kiwi Customer Care team at info@life.kiwi. We’re here to ensure the process is as smooth as possible.

At life.kiwi, we strive to make the refund process smooth and efficient. Refunds are issued in the following cases:

1. Canceled Orders: If you cancel your order before it’s shipped, you will receive a full refund.
2. Returned Orders: Orders returned due to an unclaimed package, refusal at delivery, or valid return within our return policy are eligible for a refund.
3. Product Issues: Refunds are also issued for validated complaints about damaged, incorrect, or missing items reported within 15 days of delivery. Please note that complaints regarding allergic reactions or dissatisfaction with product results are not eligible for refunds.

Refund Timing and Method:

• Processing Time: Refunds are processed within 7 business days from the time your return or cancellation is validated.
• Payment Method: The refund will be automatically issued to the original payment method. If you prefer, you may choose to receive a discount code for the refunded amount, valid for 12 months.

Special Cases:

1. Orders Over 6 Months Old (PayPal): If your order was placed over six months ago and paid via PayPal, refunds to PayPal may no longer be possible. In this case, we may ask for your bank account details to process the refund.
2. Unclaimed Orders: Orders returned due to being unclaimed or not picked up at the post office are refunded via a discount code for the product amount.
3. Bank Transfer Payments (Portugal): For payments made via MB (available in Portugal), refunds are processed by bank transfer, and we’ll request your bank details to complete the transaction.

For any questions or specific requests, please contact our Kiwi Customer Care team at info@life.kiwi, and we’ll be glad to assist.