I HAVE A QUESTION ABOUT…

ORDERS

Where can I find my order details?

Go to the Your Account section on the website. Select the Orders / Order History section, and you will see a list of all your orders - to the right of each order is a link for Order Details. 

Alternatively, you can see details in the Order Confirmation emailed to you after purchase.

Can I change the address or add details of my order?

If your order has not yet been prepared, we are able to modify it.

• Scroll down to the bottom of your order’s details page on our website to find the text box which allows you to add a message regarding your order. 
• Or, you can email us at info@kienda.co.uk.

Please verify the corrections through our website, and let us know of any other changes needed.

I’ve changed my mind, can I cancel my order?

Yes! If your order has not been sent out yet, there are no processing/shipping costs to worry about. A discount code or a full refund will then be processed for you and will appear in your account within 3-7 working days of the cancellation.

What if I have already received my parcel, can I return it?

Possibly… Please refer to our Returns Policy.

I received my game, but it appears to be damaged - what can I do?

We are so sorry this happened to your game! 

Our team does their best to securely package all orders but unfortunately, accidents can occur during transit…

 Please send photos of the damaged product to info@kienda.co.uk so that we may begin processing your claim and provide you with a resolution to this incident.

My new game has pieces missing/damaged, how do I get replacements?

Our apologies for this error in manufacturing!

Send us a message or e-mail info@kienda.co.uk with a list of the pieces, and we will contact the publishers so that they can send you the required parts as soon as possible.

If you do not receive the parts or confirmation of shipment within two weeks, please send us another message so that we may inform you of the status of your request and send a follow-up email. 

PAYMENTS / DISCOUNT CODES

What are my payment options?

We accept payments through PayPal or by Bank Transfer.

Do you keep my payment information on file?

We do not store your payment details here; they are passed to our secure payment providers and will only be referred to by a unique ID code when you make an order.

For more information, please refer to our Payment and Privacy Policies.

Where can I enter my discount code?

Once you are ready to check out, go to your cart, and you will find a text box on the right-hand side labelled ‘Promo Code’.

Additionally, if you have generated any discount vouchers through our loyalty program, they can be found below this text box, under the message ‘Take advantage of our exclusive offers:’ Click on the underlined discount code to automatically import it and proceed with your purchase. 

DELIVERY

Where is my order?

KIENDA aims to dispatch all items within the same day of receiving orders. Please note, this does not guarantee same day dispatch, except order is placed before 2 PM. We estimate delivery the next working day after it has shipped. 

For more information, please refer to our Delivery Policy.

If you have not received your order within the stated time-frame, please contact us so that we may resolve this issue. Our apologies for any inconvenience!

Does my order have a tracking number?

Once your order has been shipped, you will receive an email containing your parcels tracking number. Please note, your tracking number may take a day or so to activate. The link within your email confirmation will redirect to the couriers tracking details for your order.

What if I’m having issues with my tracking number?

We will use either a DPD service or Royal Mail to send your item; your tracking number may take a day or so to activate. Should you run into an explicit error message, please contact us so that we may resolve any potential issues.

SOMETHING ELSE...

What if I’m having issues with the website?

We are so sorry about this issue with our webpage!

Please empty your shopping cart, close the webpage, and then try again.  You may also try deleting cookies, using an incognito tab, or a different web browser.

Should the problem persist, or for any other issues, please email us at info@kienda.co.uk so that we may find a solution for you.

What languages do the games come in?

The majority of our games will come in English as the primary language, but certain games will come with multi-language instructions. 

Games sold in a non-English language will have their primary language stated in the product title and/or description. 

An item I want is out of stock, is there anyway to know when you will have more?

In the event that we are out of stock of a particular item, We most likely will not have a date for when it will become available. But please know, we try our best to keep good stock of all games.