Frequently Asked Questions

Frequently Asked Questions

HOW MANY LANGUAGES IS IT POSSIBLE TO BROWSE IN?
WHICH LANGUAGES IS IT POSSIBLE TO REQUEST CUSTOMER SERVICE IN?

Our customer service is currently available in the following languages: English, French and Spanish.

HOW CAN I BE SURE THAT I’VE MADE MY PURCHASE CORRECTLY?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

CAN I KNOW WHICH IS THE STATUS OF MY ORDER?

Yes. Click on the “ORDERS” section in “YOUR ACCOUNT” and you will be able to track your order in real time….

CAN I CANCEL MY ORDER?

Yes. You can cancel your order from the “ORDERS” menu in your account.

WHAT SHOULD I DO IF I RECEIVE A FAULTY ITEM?

Kounouz.ma only sells items in perfect conditions so, in the rare event of receiving a faulty item, you can contact our customer service.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?

If you were to, accidentally, receive an item that you did not order, please contact our customer service.

IS MY PERSONAL INFORMATION TREATED AS CONFIDENTIAL?

All the information you share with us is treated in a private and confidential way.

HOW CAN I CONTACT THE CUSTOMER SERVICE DEPARTMENT?

You can send us on your questions and comments through the contact form available in our web page, through the telephone number +212 662 30 42 26 or sending an email to [email protected]

DELIVERY

WHERE CAN I RECEIVE MY ORDER?

It can be sent to an address selected by you (home, work, etc. – never a PO Box) or to the Kounouz store of your choice.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?
  • Morocco: Between 1-3 working days

  • Europe: Between 2 – 3 working days

  • North America-South America- Middle East-Asia : Between 4 – 5 working days

  • Africa: Between 5-7 working days
HOW MUCH DO I PAY FOR DELIVERY SERVICE?

Delivery fees vary depending on the market.

WHAT IS THE HOME DELIVERY PROCESS?

If you have chosen home delivery, we will send you an email confirming that your items have been dispatched (when your order leaves the warehouse), another with the tracking number (with a link to the courier’s web page) and finally the courier will send you a text message or email to inform you of your delivery.

PAYMENT

WHAT PAYMENT METHOD CAN I USE TO MAKE MY PURCHASE?

VISA , MasterCard, AMEX and PayPal.

WHY MIGHT MY CREDIT CARD BE REFUSED?

Your credit card may be refused for any of the following reasons: – The card may have expired. Check that your card is still valid. – You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

IS IT SAFE TO USE MY CREDIT CARD ON THE WEBSITE?

Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

RETURNS

HOW LONG DO I HAVE TO RETURN AN ITEM?

Returns can be made within 3 days from date of delivery.

DO I HAVE TO PAY ANYTHING TO RETURN MY ITEMS?

Yes. Return shipping costs vary depending on the market. They will be deducted from the amount of your refund.

HOW DO I DO TO RETURN A PRODUCT?

If you ordered a product that you would like to return, please contact our customer service department.

HOW WILL I RECEIVE MY REFUND?

Once the return has been approved, you will receive your refund via the same payment method.

WHEN WILL I RECEIVE MY REFUND?

Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.

DISCOUNTS AND PROMOTIONAL CODES

HOW CAN I USE A DISCOUNT CODE?

Promotional codes must be introduced before finalizing the payment. When you are at the payment stage, enter the code we sent you in the “Promotional code” field during step “Payment” and click Accept. You will then be able to see the discount reflected. We remind you that promotional codes have an expiry date, they can not be combined with other offers, they are only valid for online purchases and are for single use only.

HOW CAN I FIND OUT WHEN THE NEXT PROMOTION ON KOUNOUZ.MA WILL BE?

We announce our promotions on the home page of our website and through social media and newsletters.