Our customer service is currently available in the following languages: English, French and Spanish.
Our customer service is currently available in the following languages: English, French and Spanish.
Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.
Yes. Click on the “ORDERS” section in “YOUR ACCOUNT” and you will be able to track your order in real time….
Yes. You can cancel your order from the “ORDERS” menu in your account.
Kounouz.ma only sells items in perfect conditions so, in the rare event of receiving a faulty item, you can contact our customer service.
If you were to, accidentally, receive an item that you did not order, please contact our customer service.
All the information you share with us is treated in a private and confidential way.
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]
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.
Morocco: Between 1-3 working days
Europe: Between 2 – 3 working days
North America-South America- Middle East-Asia : Between 4 – 5 working days
Delivery fees vary depending on the market.
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.
VISA , MasterCard, AMEX and PayPal.
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.
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 can be made within 7 days from date of delivery.
Yes. Return shipping costs vary depending on the market. They will be deducted from the amount of your refund.
If you ordered a product that you would like to return, please contact our customer service department.
Once the return has been approved, you will receive your refund via the same payment method.
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.
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.
We announce our promotions on the home page of our website and through social media and newsletters.