FAQs

Place order:

Edit an order:

Unfortunately, it is not possible to modify an order once it has been paid and validated.

You can nevertheless request its cancellation by email to boutique@kietla.fr by entering your order number in the subject line and resubmit it.

Delivery method and costs:

Would you like to place an order and would like to know our modes of transport and the associated delivery costs? We invite you to consult our Delivery page.

Order glasses alone without frames:

We do not sell spare parts but you can contact your nearest optician who will be able to provide you with them.

I am looking for a reseller near me:

Find all our resellers on our 'Find a Ki ET LA store' page. Thanks to our Store locator , locate yourself in any city in the world and discover nearby retailers.

Contact them by phone to be sure to find the model of glasses you want. And don't forget that you can also order and have your order delivered directly from our website.

Secure payment :

The Ki ET LA site includes an online payment system, secured via the PAYPLUG system.

Choosing a pair of glasses

Choosing the right size Sunglasses:

To choose the right pair of glasses, you can measure the width of your child's face between the two temples with a tape measure: this is the temporal gap.

Tips: Use our printable fitting guide, cut out and test it on your child's face.

Don't forget that the adjustable cord at the back of our 0-4 year old glasses will also allow you to keep the glasses in place.

Fitting guide to download here.

Choosing the right size Hats/caps:

To choose the right size for your hat, measure your child's head circumference with a tape measure approximately 1 cm above the eyebrows and ears. Be careful not to tighten too much to prevent the hat from being too tight.

Tip: If you don't have a tape measure, use a string and measure there afterwards.

The size shown is the maximum size for each age group. We advise you to take a size larger to ensure that your hat will adapt to your child's head size.

For example: if by taking your child's head circumference you arrive at 47cm, we advise you to take size 2 and not size 1.

Maintaining your pair of glasses

Taking care of your pair of glasses:

Like any material, your pair of Ki ET LA glasses undergoes normal wear and tear linked to its use.

Here are some simple tips:

  • Clean the lenses with a soft, non-abrasive cloth to avoid scratches.
  • Store your glasses in a protective case when you are not wearing them to protect them from bumps and scratches.
  • Avoid placing them face down to avoid damaging the lenses.
  • If necessary, use a specific eyeglass cleaning spray for a thorough cleaning.

By following these tips, you will extend the life of your glasses and keep them looking new.

After sales service

Your pair of glasses has a defect upon receipt or does not correspond to your order

If you notice a defect on your pair of glasses upon receipt or if they do not match your order, don't worry! We are committed to resolving the problem.
To do this, simply contact our Customer Service by providing the following information:

  • Your order reference, which you can find in your order confirmation email.
  • Clear photos that will allow us to identify the problem.

In the event of a proven production defect or an error in preparing your order, we will replace or refund your pair of glasses. Our Customer Service team will be responsible for supporting you throughout the process.

Your satisfaction is our priority, and we will do everything we can to rectify the situation as soon as possible.

The Ki AND LA guarantee

The Ki ET LA guarantee is our commitment to quality and customer satisfaction. Here are the key points to remember about our warranty:

  • Warranty Length: All our sunglasses come with a 2-year warranty, from the date of purchase. During this period, we undertake to repair or replace your pair in the event of a manufacturing defect.
  • Warranty Coverage: The warranty covers manufacturing defects such as defective materials, manufacturing problems, or any other defects not related to misuse or accidental damage. However, this warranty does not apply to lenses which, despite their high resistance and anti-scratch treatment, may suffer damage in the event of inappropriate use of the product by the customer or become scratched over time; these scratches are considered normal wear and tear.
  • Complaints process: If you experience a problem with your pair of glasses during the warranty period, please contact our Customer Service at boutique@kietla.fr . We will guide you through the claims process and provide you with the information necessary to return the product to us.
  • Conditions of application: To benefit from the guarantee, please keep your proof of purchase, such as the receipt or invoice. Damage resulting from misuse, neglect or unauthorized modification is not covered by warranty.

We are here to assist you and provide you with the best possible service. Please do not hesitate to contact us if you have any additional questions regarding our warranty or require assistance.

Why is it not possible to exchange a pair purchased from an optician or retailer?

If you purchased your Ki ET LA sunglasses from an optician or reseller, please note that you are subject to the terms of trade and warranty of the optician or reseller. As an authorized reseller it may have its own return, repair and warranty policies.

We encourage you to refer to the conditions of sale of the optician or retailer where you made your purchase to find out the specific details of the manufacturer's warranty and after-sales services associated with your pair of glasses.
sun Ki AND THE.

Please note that this answer only applies if you purchased your Ki ET LA sunglasses from an optician or retailer. If you made your purchase directly from our website, please refer to our specific warranty policy.

How can I exchange an item?

If you wish to exchange an item, please follow the returns procedure and make a new purchase online. Here are the steps to follow to make the exchange process easier:

  • Initiate the return: Contact our customer service at boutique@kietla.fr and provide the necessary information, such as your order number and details of the item you wish to exchange.
  • Prepare the item for return: Make sure the item is in its original condition, with all accessories and packaging included. Pack it carefully to avoid damage during transportation.
  • Ship the item: Use a reliable shipping service to return the item to our specified address. Remember to keep proof of shipping for your reference.
  • Make a new purchase online: While we are processing your return, you can place a new order online for the item you want to exchange. Be sure to check product availability before placing your order.
  • Refund and Confirmation: Once we have received and processed your return, we will send you an email confirmation. The corresponding refund will be made according to our applicable refund policies.

Please note that shipping costs for returning the item are your responsibility, unless the exchange is due to a defect on our part or an order error.

If you have additional questions regarding the exchange procedure, please do not hesitate to contact our customer service. We will be happy to help you wherever possible.

Production

Where Ki ET LA glasses are made:

In the process of designing a pair of glasses, there is the design part and the manufacturing part.

At KI ET LA, all our models are imagined and designed in Paris.

On the production side, we call on partners who are experts in their dedicated field. To join us, they must respect very strict quality criteria.

Most of our glasses are manufactured by a Chinese company, recognized for its expertise in eyewear. Since 2020, we have also decided to develop sunglasses made in France. Thus, for our Lion and Ourson models, we collaborate with a French manufacturer located in the Oyonnax valley, the cradle of French eyewear.

What is the material of Ki ET LA glasses:

The choice of materials and finishes is also essential in the development of collections. The glasses for 0 to 4 years are made from an ultra-soft material (TPEE) which makes them UNBREAKABLE frames. The models from 4 years old are designed in PC offering ultra-light, flexible and resistant frames. Their EXTRA FLEX hinges allow children to be completely free to move.

Where our hats/caps are made:

At Ki ET LA, we attach great importance to the quality and origin of our products. All our hats and caps are made in Italy, a country renowned for its exceptional know-how in the field of textile product manufacturing.

By choosing to have our hats and caps manufactured in Italy, we ensure that we meet the highest standards of quality and durability.

This manufacturing in Italy allows us to guarantee high quality products, offering optimal comfort, a careful finish and a unique style. When you purchase our hats and caps, you can be assured of receiving products that combine style, comfort and durability, manufactured with unrivaled attention to detail and expertise.

If you have any other questions regarding our products or their manufacturing, do not hesitate to contact us at boutique@kietla.fr . Our team will be happy to help you.

What is the material of the hats/caps:

Our hats and caps are designed with 100% organic cotton, GOTS (Global Organic Textile Standard) and Oeko-Tex certified fabrics, guaranteeing superior quality and respectful of the environment.

Organic cotton is grown without the use of pesticides or harmful chemicals, preserving the health of your children and our planet.

In addition to their organic cotton composition, our hats and caps are specially designed to provide optimal protection against the sun's harmful UV rays. They are UPF 50+ certified, guaranteeing maximum protection against UVA and UVB rays.

Declarations of conformity

DIABOLA

ROZZ – WAZZ

BUZZ – ROZZ

BEAR – LION

WOAM

Returns and Refunds

How to make a return?

You have 14 working days from the date of receipt of your order to return the Products ordered for reimbursement.

The Products must be returned unworn, in their original packaging, with their label and any accessories, in impeccable condition to the address: Ki ET LA France – 28 rue Louis Pasteur, A2 – Zone de Ragon – 44119 TREILLERES - France. The Return Form, available by clicking here , must be attached to the returned products. The risks and return costs are the sole responsibility of the Customer.

What should I do if my item has a defect?

If your item has a defect, we are here to help you resolve the issue quickly. Please follow the steps below:

  • Contact our customer service: Send an e-mail to boutique@kietla.fr indicating your order number and describing the defect you have noticed. Don't forget to attach clear photos of the defect, this will help us understand the situation better.
  • Defect Assessment: Our customer service team will carefully review your request and the photos provided to assess the defect. We will contact you promptly to provide you with a suitable solution.
  • Possible solutions: Depending on the nature of the defect, we may offer you different options, such as replacement of the defective item, repair, or refund. We will choose the best solution based on your situation.
  • Returns Procedure: If we agree that a return is necessary, we will explain the procedure to return the defective item. Be sure to keep the original packaging and include all supplied accessories.
  • Resolution Tracking: We will stay in touch with you throughout the process to keep you informed of the progress of the resolution. Our goal is to resolve your problem satisfactorily and as quickly as possible.

When will my order be refunded?

Your bank account will be credited with the refund amount within 15 days of receipt of your returned products. Please keep proof of postage until you have received confirmation of your refund.

Tracking control :

Find all your orders and follow their progress in your “My account” section.

When your package leaves our warehouse, you will then receive an email from our carrier allowing you to track your package.

Delivery

Where can I have it delivered?

The Ki ET LA site offers delivery to the following countries: Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Countries -Netherlands, Poland, Portugal, Czech Republic, Romania, Slovakia, Slovenia and Sweden.

I have not received my order even though it is indicated delivered, what should I do?

We understand your concern if your order is marked as delivered but you have not received it. Here is what you can do in this situation:

  • Check your shipping address: Make sure the address you provided when ordering is correct and complete. Sometimes an address error can result in incorrect delivery or delays.
  • View tracking information: Use the tracking number provided in your shipping confirmation email to check the delivery status of your package. Sometimes there may be incorrect tracking updates or location issues,
    so it is possible that the package is still in transit.
  • Contact the carrier: If you notice any issues or inconsistencies in the tracking information, we recommend contacting the shipping carrier directly. They will be able to provide you with additional details about the location of your package and help you resolve the delivery issue.
  • Contact our customer service: If you have followed the steps above and you still have not received your order, please contact us at boutique@kietla.fr indicating your order number. We will investigate the situation and work with the carrier to resolve the problem and provide you with a satisfactory solution.

I have the wrong delivery address, what should I do?

If you entered the wrong delivery address when placing your order, we understand that you would like to correct this error. Here is what you can do in this situation:

  • Contact our customer service quickly: It is essential to inform us as soon as possible if you have made an error in your delivery address. Please contact us at boutique@kietla.fr indicating your order number and the new correct delivery address.
  • Address Change Timeline: Please note that we may change the shipping address before your order is shipped. Once your order is being shipped, it may be difficult to make changes. We will do our best to help you wherever possible.
  • Checking the billing address: Also be sure to check the billing address associated with your order. Sometimes the delivery address and the delivery address
    billing may be different. If you wish to change the billing address, please let us know when requesting a delivery address change.
  • Change Confirmation: Once we have made the change to the shipping address, we will send you an email confirmation to notify you of the update. Please check the address details carefully to ensure they are correct.

Please note that if your order has already been shipped to the incorrect address, we cannot guarantee its recovery. In this case, we recommend that you contact the carrier responsible for the delivery to see if it is possible to correct the address or reschedule the delivery.

We are doing our best to assist you wherever possible and thank you for your understanding in this situation. If you have any further questions or require further assistance, please do not hesitate to contact us at boutique@kietla.fr .

My order is late:

We understand your concern if your order is taking longer than expected to be delivered. Please follow the steps below to resolve this situation:

  • Check delivery times: First of all, please check the delivery times indicated on our website. Your order may still be within the estimated delivery time. Delivery times may vary depending on your region and product availability.
  • Check the status of your order: Log in to your account on our website and go to the “Order Tracking” section. Check the status of your order to see if it is being processed, in transit, or awaiting delivery. You will also find tracking information if available.
  • Contact our customer service: If your order has exceeded the estimated delivery time and you have concerns, please contact us at boutique@kietla.fr providing your order number. Our customer service team will investigate your order and take steps to resolve any delivery issues.
  • Extended delivery times: In some cases, delivery delays may occur due to circumstances beyond our control, such as adverse weather conditions, transportation issues or logistical constraints.
    We endeavor to inform you in the event of an exceptional delay and to
    keep informed of the progress of your order.
  • Delivery Tracking: If your order is in transit, you can use the tracking number provided to track the progress of your package. This will allow you to know its progress and estimate its delivery date.

We sincerely apologize for any inconvenience caused by the delay of your order. Please be assured that we are doing everything possible to deliver your order to you as quickly as possible. Your satisfaction is our top priority.

If you have any further questions or require further assistance, please do not hesitate to contact us at boutique@kietla.fr . We would be delighted to help you.