Order Issues

Can I change my order or shipping address?

Unfortunately, once confirmed, the order cannot be modified in any way. If you wish to make changes, you will need to place a new order. Alternatively, you have the following options:

Cancel the order: The cancellation window is very short, so it’s important to act quickly.
Refuse the order at the time of delivery.
Accept the delivery and then proceed with a return through our dedicated return portal.

How can I cancel my order?

The time frame to cancel an order is limited.

If you have an account, follow these steps:

1. Log into your account and go to the Orders section.

2. Click on Order Details for the order you wish to cancel.

3. Click on Cancel Order. The CANCEL ORDER button will appear.

If you see the message “this order can no longer be canceled” and the button is not clickable, it means the cancellation window has expired, and neither you nor Customer Service can cancel it.

If you do not have an account, follow these steps:

Open your order confirmation email and click on “View my order”.

A page with the order details will open, and at the bottom you’ll find the “Cancel Order” button.

If you do not see the button, it means it’s too late to cancel the order.

I haven’t received the confirmation email. What should I do?

If you haven’t received the order confirmation email, it could be due to one of the following reasons:

Incorrect email address: You may have entered an invalid email address or made a typo during checkout.

Unsuccessful payment: In some cases, the transaction may have been pre-authorized (often shown as “pending”), meaning the amount was not actually charged. We recommend checking with your bank or card issuer for more details.

Before contacting us, please check your junk or spam folder to ensure the confirmation email hasn’t been filtered there.

If you need help, feel free to contact us so we can check what happened and assist you accordingly!

My order is delayed. What should I do?

We strive to meet delivery times, but sometimes delays may occur, for example, if:

The order was placed during sales or promotions.
The items are coming from a warehouse different from the main one.
The order was placed on a non-working day.
Unexpected issues beyond our control occurred.
The package is on hold.

Tracking not updated?

If the shipment tracking isn’t updated, it could be due to:

The courier has not yet picked up the shipment.
The courier just picked up the shipment, and the system hasn’t registered it yet.

Preparation and delivery times

We prepare your order within 1-2 business days.

Once shipped, delivery occurs within 3 business days.

If you have any questions or need assistance, please contact us!

Did you buy in the shop?

In addition to the online store Kappa.com, you can also buy Kappa products in physical shops (in Italy). Our Customer Service cannot, however, help you for these purchases.

Do not worry, you can still get help based on your purchase location:

If you purchased at a single-brand Kappa store, contact the store itself: you can also contact them by e-mail or phone.
If you purchased in a multi-brand store, you must address the retailer who, if the conditions are met, is required by law to provide the end customer with free repair or replacement of the non-compliant product or, if this is not possible, a price reduction or refund (Articles 130, 131, 132 Italian Consumer Code).
If you purchased from an Outlet, you must go to the shop or contact them because they are a separate channel than ours.

⚠ Please note: Note that in order to obtain help with your in-store purchases, you must submit evidence.

Payments, Promotions, and Gift Cards

Which payment methods can I use?

You can buy by using the following payment options:

Credit or debit cards (American Express, Visa, Mastercard)
PayPal
Scalapay
Klarna
Satispay
Google Pay
Apple Pay*

*The Apple Pay payment method will only be available on Mac, iPhone, and iPad.

You can select your preferred payment method during the checkout process, in the “Payment” section.

Attention: We only accept the payment methods shown during checkout.

❌ Not available:

Cash on delivery (COD)
Prepayment via bank transfer

Promotional codes, how to get them?

Don’t miss our promotions!

Discount codes and exclusive offers are sent via newsletter.

Go to the bottom of any page on our website, enter your email in the form, and confirm your subscription.

How to use discounts and BasicCard credit?

If you have a discount or BasicCard credit, they will be automatically applied during checkout after proceeding from the cart.

How to apply the discount?

1. Select the discount code or available BasicCard balance.

2. Click the “Apply” button next to the chosen option.

⚠ Attention! BasicCard discounts are only visible after logging into the connected account.

Are payments safe?

Yes. Payments by card will activate secure servers on the website that adhere to SSL security standards. The transfer of card data is completely secure.

Entering sensitive data is done in a completely secure manner, with full guarantees for the customer. The website’s security system uses a TCP/IP protocol with 128-bit encryption, certified by VeriSign.

Once the payment details are collected, the bank that issued the card will guide the customer through the international authorization process, and a confirmation will be received to indicate whether the payment was successful or not. (3DS)

Can I pay in installments?

Yes, it is possible to pay in installments directly on our website.

If you pay with PayPal, you may be offered the option to split the payment; this should be managed directly through the app as the service is provided by PayPal.

If you pay with Klarna, the installment management is also handled directly with Klarna’s customer service.

In case of a return for an order paid in installments, for clarification on the refund process, please contact the customer service of the respective service.

⚠ Attention! If you made an installment payment through other platforms (e.g., PayPal, Klarna, Apple Pay, etc.) and need assistance, please contact the service provider.