FAQs

Frequently Asked Questions (FAQs)

Welcome to Kitzuno’s FAQ section. Below you’ll find answers to the most common questions about ordering, shipping, returns, product details, and more.

1. Ordering & Checkout

Do I need an account to place an order?
No. You can check out as a guest, but creating an account helps you track your orders and view purchase history.

What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and other secure payment options.

Will I receive an order confirmation?
Yes. You’ll get an email confirmation immediately after your order is placed.

Can I cancel or modify my order?
Yes. You can request changes or cancellations within 24 hours of ordering. After this period, orders may already be processed.

2. Shipping & Delivery

Where do you ship?
We currently ship only within the United Kingdom.

What shipping options do you offer?

  • Standard Delivery (Free): 2–4 business days

  • Express Delivery (£10.00): 1–3 business days
    Orders are shipped via FedEx.

How long will it take to receive my order?
Total delivery time is typically 2 to 6 business days, including processing.

How can I track my order?
Once dispatched, you’ll receive a tracking number by email. If not received within 3 business days, contact us.

My package says delivered but I didn’t get it. What should I do?

  • Check with Neighbors or household members

  • Verify the shipping address

  • Contact the carrier
    If unresolved, email us with your order number and tracking link.

3. Returns & Refunds

What is your return policy?
Returns are accepted within 30 days of receiving your order. Items must be unused and in original condition. Free return shipping is included.

Can I return a product if I change my mind?
Yes. Contact us within 30 days and ensure the item is unused and includes all original packaging.

What if the item is damaged or not working?
Contact us within 30 days and include your order number and photos of the issue. If approved, we’ll provide a return label and send a replacement or issue a refund.

Do you charge restocking fees?
No. We do not charge restocking fees on returns.

How long does a refund take?
Refunds are processed within 1–3 business days of receiving the returned item. It may take up to 10 business days for the refund to appear in your account, depending on your bank.

Do you offer exchanges?
No automatic exchanges. If you’d like a different item, return the original and place a new order.

4. Tracking & Delivery Support

How do I track my order status?
Visit our Order Tracking page and enter your tracking number from your email.

What if I didn’t receive a tracking number?
Email us at help@kitzuno.com with your order number.

5. Products & Compatibility

Are your products beginner-friendly?
Yes. We offer products for all levels. Each product description includes an age range and required skills.

Do I need additional parts or tools?
Some kits may require batteries, Arduino boards, or micro:bit boards. Check the product description for details.

Are instructions included?
Yes. Each kit includes printed instructions or digital guides.

6. Account & Customer Support

How do I contact customer service?

  • Email: help@kitzuno.com

  • Phone: +44 203 889 879

  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT)

Can I reset my password or update my email address?
Yes. Go to your account dashboard to update details or use the "Forgot Password" link on the login page.

7. Privacy & Security

Is my personal information secure?
Yes. All transactions are encrypted using SSL. We do not store card data on our servers. See our Privacy Policy for more.

Do you share my data with third parties?
We only share personal data when necessary to fulfill your order (e.g., payment or delivery services). We never sell or trade your information.

Do you use cookies?
Yes, to improve site performance and user experience. You can manage cookie preferences in your browser. See our Cookies Policy for full details.

8. Legal & Company Information

Who operates Kitzuno.com?
Kitzuno.com is operated by Articope Ltd, doing business as Kitzuno.

Company Name: Articope Ltd
Trading As (DBA): Kitzuno
Company Number: 13077351
Registered Address:
24–26 Arcadia Avenue, Dephna House #105
London, N3 2JU
United Kingdom