1427 Gessner Rd #2, Houston, TX 77080

We’re open Monday – Friday, 9 a.m. – 7:30 p.m. EST

Frequently Asked Questions

Please read our FAQ before sending us a message.

What orders from the Online Shop?

Once you have finished shopping on the Website, all the products you wish to purchase are added to your basket. Your next step will be to go through the checkout process and make payment. Payment for orders will be made to KONOPY USA, Inc. The amount of the purchase will not be charged to your card until your order has been shipped to the delivery address. By clicking on the “Finalize Order” button, you are confirming that the credit card is yours or that you are the owner of the gift card or of the merchandise credit card. Cards are subject to validation checks and authorization by your card issuer. If we do not receive the required authorization, we will not be liable for any delay or nondelivered. If payment is made via PayPal or gift card or merchandise credit card issued by KONOPY USA Inc., the amount will be charged upon confirmation of your order.

Price and payment

. The price of the products shall be the one quoted from time to time on our Website or Mobile App, except where there is an error. While we take care to ensure that all prices quoted on our Website or Mobile App are accurate, errors may occur. If we discover an error in the price of any product(s) you have ordered, we will inform you as soon as possible and give you the option of reconfirming the order at the correct price or cancelling it. If we are unable to contact you, the order will be treated as cancelled and if you have already paid for the product(s) you will receive a full refund. We are under no obligation to sell the product(s) to you at the incorrect (lower) price (even after we have sent you a Shipment Confirmation) if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as such. All prices are exclusive of shipping charges and sales tax (if applicable). The total cost of the order is the price of the product(s) ordered plus the delivery charge and sales tax (if applicable). Prices may change at any time. Sales tax is charged (if applicable) according to the shipping address of your order as required by applicable law.

Delivery

Subject to the provisions of Clause 6 above, and unless there are any exceptional circumstances, we will endeavor to fulfill your order for product(s) listed in the Shipment Confirmation by the delivery date set out in the Shipment Confirmation or, if no estimated delivery date is specified, within 15 business days of the date of the Shipment Confirmation. Delivery to Alaska and Hawaii may take up to 20 business days of the Shipment Confirmation. .

Exchange Polices

Online Purchases: Subject to the conditions set forth below, KONOPY will gladly accept returns or exchanges of new, unworn, unwashed, and unaltered merchandise with all internal garment tags intact with your original receipt within thirty (30) days of the date of the Shipment Confirmation, unless a longer period of time is
specified in writing at the time of purchase, Order Confirmation, or Shipment Confirmation. Refunds are made in the form of original payment. If the original form of payment is not available, please contact Customer Service. If you wish to receive a refund you can make a return in person at any KONOPY store in the United States that contains the product section to which the product you want to return belongs, drop off location of the courier shown on our prepaid label, or by giving the products to the Courier arranged by us within thirty (30) days of the date of the Shipment Confirmation, unless a longer period of time is specified in writing at the time of purchase, Order Confirmation, or Shipment Confirmation. None of these return options will involve any additional cost to you

Returns

You should send the product in the same package received by following the directions contained in the section regarding “RETURNS” within the Buying Guide posted to our Website. However, you will be responsible for the cost of returning the product to us if you do not utilize one of the (3) three free return options offered by us. If you have any doubts you can contact us through our “Contact Us” webpage or at the telephone number 1-855 635 9272. If you wish to exchange a product, provided you have the receipt, you may do so in person, at any KONOPY store in the United States that has the product section to which the product you want to exchange belongs within thirty (30) days of the date of the Shipment Confirmation, unless a longer period of time is specified in writing at the time of purchase, Order Confirmation, or Shipment Confirmation. You may also request an exchange online if you made the purchase as a Registered User. You will have fourteen (14) from the date you request the exchange to return the original item(s). If you do not return the original item within 14 days, you will be charged the amount using the original payment method. Exchanges of online purchases using PayPal are not available at this time. Terms and Conditions for Gift cards and store credits are available at KONOPY stores and www.KONOPY .com/us. Store credits may not be converted to cash at any point, except as required by applicable law. PayPal orders are not exchangeable online. For further information on returns and exchanges for online purchases please visit www.KONOPY .com/us. Please allow 1-2 billing cycles for the refund to appear on your bank statement (due to different banking institution policies).

Defective Products

Returns of defective products
In circumstances where you consider that the product does not conform to your order, you should
promptly contact us by telephone at 1-855 635 9272 or via chat with details of the product and a
description of the defect.
You may return the product to us in person at any ZARA store in the United States that contains the
product section to which the product you want to return belongs, via the drop off location of the courier
shown on our pre-paid return label, or by giving the products to the Courier arranged by us. Upon
receipt of the returned product, we will fully examine it and notify you of your right to a replacement
or refund (if any) via email within a reasonable period of time. We aim to process the refund or
replacement as soon as possible and, in any case, within thirty (30) days of the date we confirmed to
you via email that you are entitled to a refund or replacement for the non-conforming product.
If any defect exists, defective products will be refunded in full, including a refund of the delivery
charges (if any) and any reasonable costs incurred by you in returning the product. We will always
refund any money using the method used to make payment provided the same is available. If not we
will issue merchandise credit.

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