FAQs

Questions about KAUZANA

What distinguishes the KAUZANA product offering?

We see ourselves as a concept store for living a sustainable lifestyle. The very special product mix is ​​what makes KAUZANA so special. All products in our offering are either ethical + social, cruelty-free, vegan (no animal ingredients), from species-appropriate husbandry (wool), plastic-free and/or recycled. In the ideal case, a product meets all these criterions. The products are manufactured under fair working conditions, with the focus on products which are “Made in Europe”. With our online shop we make it as easy as possible for you to buy fair and ecological products. We show our customers that eco doesn't have to look like regular "eco". The products we offer are trend-conscious and design-oriented. Our customers perceive our online shop not only as a shopping opportunity, but also as a source of inspiration. At KAUZANA you can stroll and rummage - a shopping trip from your sofa, so to speak. Read more about our Understanding of Sustainability.

What is the name KAUZANA all about?

The brand name KAUZANA is derived from the word «kausana», which in Quechua (language of the indigenous people of the Andean highlands) means «vivir» - meaning to live. And that's exactly what it's all about: the manufacturing of the products in our range should not allow any living being to suffer. Only products from manufacturers who are either vegan or who ensure livable and species-appropriate animal husbandry are accepted. In addition, the products must be produced under fair working conditions and must not exploit nor excessively pollute nature. In the long term, these aspects also guarantee the «vivir» of our planet and humanity.

Which brands can I find at KAUZANA - The Green Lifestyle Store?

At KAUZANA you will find products from both well-known and small, still emerging labels. The vast majority of our manufacturers are based in Europe. All of our labels have high sustainability standards. Our range is constantly being optimized and expanded. Find out more about our brands in our Brand Overview.

Questions about the Ordering Process

Do I have to create a customer account to order from KAUZANA?

In order to place an order with us, it is not necessary to have a customer account. You can also place your order as a guest. A customer account has the advantage that your personal data is saved and you can see the information about your orders at any time.

Where can I see the details of my order?

If you registered with us as a customer and placed your order with your customer account, you will find all details about your order in your customer account. If you placed your order as a guest, you will find the details of your order in the order confirmation that we send you by email.

I ordered products and forgot something - can I add additional products to my order?

If your order has already been processed by us, unfortunately you cannot add anything to an existing order. We recommend that you send us a message in such a case. We are happy to check what could possibly be done.

I made a mistake about my order and want to change my order. Is this possible?

Whether we can change your order depends on the status of the order. If you want to make any changes, please contact us as soon as possible by email at info@kauzana.comor by phone at +49 7531 936 9900 (Mon-Fri 11:00 a.m. - 9:00 p.m.).

Can I cancel an order?

Yes, you can cancel your order. Please read our Cancellation Policy.

Product Availability

Where can I see if a product is available?

The availability of our products is displayed in the shop on the site of the respective product. Please note that availability may change depending on the number of orders. As a result, both delivery times and availability may be subject to change at short notice.

What if a product is not immediately available?

If your order contains products that are ready for immediate delivery and products that are not in stock at the time of the order, we will send your order after all the products are readily available in our warehouse. To protect our environment we avoid partial deliveries. If you want to receive the immediately available products as soon as possible, we recommend that you combine these items in a separate order or, if you have already sent the order, please contact us. If the order value exceeds € 100, we may also make a partial delivery at our expense at the express customer request. Only if it can be foreseen that the article (s) not in stock will have a significantly longer delivery time.

Delivery Questions

When will the ordered products be delivered?

We work with payments in advance. This means that the products ordered by you will be sent as soon as we have received full payment and all products are available. In the interest of environmental protection, we send all items in one shipment and do not use partial shipping. This means: if you have ordered items with different delivery times, the delivery time is based on the item with the longest delivery time, unless we have extraordinarily closed a different agreement with you.

I have ordered several items with different delivery times. When will I receive the products?

If the items you have ordered have different delivery times, you should expect the latest to arrive as a reference. To protect our environment we avoid partial shipments and always deliver orders in full - i.e. as soon as all items are in stock. If the value of your order exceeds € 100, we may make a partial delivery at our expense and at the express customer request. Only if it can be foreseen that items not in stock will have a significantly longer delivery time. The latter only applies for deliveries within Germany.

How much are the shipping costs?

The shipping costs depend on the country of delivery and the order amount. You can find an overview of our shipping costs under Shipping and Payment. Within Germany we deliver free of charge for orders of € 100 or above. For customers from Switzerland we have additional information under Swiss Customers.

To which countries can I have the goods sent to?

We ship our goods worldwide. You can find an overview of the countries and shipping costs in the section Shipping and Payment. For customers based in Switzerland we have additional information under Swiss Customers.

What do I have to consider when shipping to Switzerland?

Our Swiss customers have three different shipping options available. Please read through the detailed information for our Swiss Customers.

How can I track the delivery of my order?

You can track the status of your shipment in your customer account under the heading "Order". You will also automatically receive an email from us on the day of dispatch with your parcel number and the link to track your shipment. If there is no package number in your customer account, the package has not yet been sent.

What happens if the delivery address is incorrect or incomplete?

A shipment that cannot be delivered due to an incorrect or incomplete delivery address will be returned to us. Please note that the shipping costs will then be charged again. We encourage to please keep your address updated in your KAUZANA customer account in good time.

What should I do if the package arrives damaged?

When you receive the package, you must check immediately that the package is undamaged. If you think the package is slightly damaged, you can accept it and add a comment, legible and as detailed as possible, of your observations on the delivery note. The remarks on the delivery note are essential for any subsequent complaint in the event of damage to the contents. If the package is obviously damaged, please refuse to accept the package and write a comment on the delivery note (e.g. package rejected because it is badly damaged). Please contact us immediately.

There is an item missing / an item is damaged / a wrong item is in my delivery. What should I do?

In the event of a problem related to the delivery of your order, please contact us as soon as possible. Write to our customer service at info@kauzana.com.

Questions about Returns

I want to return a product. How do I proceed?

If in the unlikely event an ordered product does not meet your expectation, you can make use of your two-week right of withdrawal and send the product back to us. Please read our cancellation policy.

What happens when I return a product?

After we have received and checked your returned products, you will receive a confirmation of your return by email with a credit note. The credit will be paid out within 14 days from the time when we took note of your return and after receiving and reviewing the products.

Questions about Payment and Billing

Why are some products missing in my invoice?

Some of our products are produced by small manufacturers. In rare cases it can happen that a product cannot be delivered in the quantity requested. Such a product will then be deleted from your order so that you only pay for what we can deliver to you.

What payment options does KAUZANA accept?

To make shopping at KAUZANA as easy as possible for you, we accept various payment options. Please inform yourself of the payment methods in the section Shipping and Payment.

My payment was declined. Why?

There can be various reasons for this. If your payment has not been accepted, please first check that the information you provided is correct. Then please try again. If payment repeatedly fails, contact your bank to find out if there are any problems on their end. If the problem persists, please contact our customer service.

Prices

At what prices are the products offered at KAUZANA?

We base our product prices on the prices recommended by the manufacturers / brands (recommended retail price / MSRP). Due to our pricing policy, there may be minimal changes due to the rounding up or down of the MSRP. All prices for orders in member countries of the European Union include statutory VAT. For some orders to countries outside the European Union (e.g. Switzerland), the prices are quoted without VAT - but only if you are logged in with your customer account. Please note that your order may also be subject to taxes or customs duties in the destination country. These costs have to be borne by the purchaser / recipient and are to be paid directly to the parcel service at the moment of delivery.

Questions about My Customer Account

I forgot my password, what can I do?

If you forgot your password, click on the link "Forgot your password" on My Account or in the login window. You will then receive a new password by email, which you can change at any time.

How can I change the data in my customer account?

After you have logged into your customer account with your email address and password, you can edit your personal data in the "Customer data" section.

What will my account's personal information be used for?

First of all: the protection of your privacy is very important to us. All information in your customer account will only be used in the context of your business relationship with KAUZANA. You can find detailed information about how we handle your data in ourPrivacy Policy.

Discount Code

How can I redeem my discount code?

If you have a discount code from KAUZANA, you can enter it in the coupon code field in your shopping cart by clicking on “Coupon> Change” before you “go to checkout”. Important: don't forget to confirm the code with “redeem voucher” in order to benefit from the advantages of the code. The discount will then be deducted from your order value and it will be shown in the order overview.

What do I have to consider to purchase with a discount code?

To be able to redeem a discount code at KAUZANA, it must be valid. Therefore, please first check the terms of use (period of validity, minimum order value, products included, etc.) of your discount code.

With a discount code you can shop at KAUZANA at reduced prices. Please note the terms and conditions of use of the discount code (e.g. validity period, minimum purchase price, products included). A discount code is not eligible for a refund. Discount codes cannot be combined and only one code can be redeemed per order, therefore a discount code can only be used once. You can no longer redeem your discount code after placing an order. Therefore, please check before completing your order whether your discount is listed in the order summary. If this is not the case, the discount code was not applied. This can have different reasons. Please check whether the validity of the discount code has expired or the spelling of the code was not correct. It may also be that the terms where not fully met in your order, e.g. minimum order value, available products, etc. Before contacting us about the non-processing of your voucher, we ask you to check these options.

Can I see which discounts I have already redeemed?

In your customer account, under “My Vouchers” you can see which disount codes have been used by you.