☎ PHONE US: + 34 968 70 40 80

Help

FREQUENT QUESTIONS

1. HOW CAN I ORDER IN THE KANNA ONLINE SHOP?
The purchase is very simple, you just have to select the model you like most and add it to the shopping cart. Complete the information to receive your order or access your account if you already have an account with us.

First, you have to register in "My Account" section or if you are already registered, you only have to enter the email and password and click on Authentication and from here select the desired product(s) and follow the purchase steps required.

2. HOW MUCH DO I HAVE TO PAY FOR SHIPPING?
Shipping costs are free for almost the entire world. Access our page of shipments and returns to verify the rate of your country.

3. WHEN WILL I RECEIVE MY ORDER?
Depending on the geographical area, it may take between 2 and 7 days to arrive.

4. WHAT GUARANTEE DOES THE KANNASHOES.COM ONLINE SHOP OFFER IN ITS PRODUCTS?
You will have up to 15 days for changes, returns and complaints from the date of receipt of the order.

5. IF MY ORDER IS A GIFT, WILL THE RECEIVER SEE ANY NOTE OR INVOICE?
No note or invoice is included in the package received.

6. MY SIZE DO NOT APPEAR. WHY IS THAT?
The chosen size should always appear on the order, otherwise contact shop@kannashoes.com 
If there is no stock of your size, you can clic the size and write your email so we can contact you automatically when your size is back.

7. I HAVE A DISCOUNT CODE, HOW DO I USE IT?
Once you have selected the desired product and add it to the Shopping Cart, you can enter your Discount Voucher in the indicated field. Enter "APPLY" so you can see the ammount of your order.

8. I HAVE PROBLEMS TO ACCESS THE WEBSITE OR TO PURCHASE A ORDER.
In this case, please send an email notifying the problem to shop@kannashoes.com or call us at + 34 968 70 40 80 

9. HOW CAN I CHECK THE ORDER STATUS?
Once the order has been placed, you will receive a notification of each step it makes in the email with which you have registered. You can also enter the web with your user and check it at any time.

If you did not receive the email, please make sure you checked all your email inboxes. If you still could not find the email, please contact us.

10. WHO DO I HAVE TO TALK TO TO SOLVE A PROBLEM WITH MY ORDER?
You can make all your queries through the web, entering your user profile; call us at + 34 968 70 40 80 or send an email to shop@kannashoes.com 

11. HOW CAN I GET SOLD OUT PRODUCTS FROM THE ONLINE STORE?
If there is no stock of your size, you can clic the size and write your email so we can contact you automatically when your size is back. 

If you need more information about restock, you can contact us by sending an email to shop@kannashoes.com , or call us at + 34 968 70 40 80

12. HOW DO I PAY MY ORDER?
With Visa, Mastercard, Paypal or Bank Transfer.

13. DO KANNA'S PRODUCT PRICES INCLUDE VAT?
Yes, they include all taxes and expenses arising from the purchase.

14. HOW MANY DAYS DO I HAVE TO MAKE A CHANGE OR RETURN OF AN ORDER?
You will have 15 days from the date of receipt of the same.

15. WHAT STEPS DO I NEED TO FOLLOW TO RETURN A PRODUCT OF MY ORDER?
Notify it through your user profile on the web or send an email to shop@kannashoes.com  indicating the reason and the data to manage the receipt. Items must be in their original packaging and should not be used.

16. IN WHICH CONDITIONS DO I HAVE TO RETURN THE ORDER?
The return of your order must always be made in its original packaging, according to the instructions received by email -if received- and the product can't be used. You must also attach the received email or a note indicating the reason for the return, if you want to change the model for another size or if you prefer to have your money back.

17. HOW DO I KNOW THAT THE RETURN OF MY ORDER HAS BEING COMPLETED?
As soon as the order is received at the factory, we proceed to make the change or make the payment of the money. In any case, you will receive notification in the email you used to registered on the web.

18. WHAT SHOULD I DO IF I WANT TO CHANGE THE SIZE OF THE SHOES I ORDERED?
You must notify it through your user profile on the web or write an email to shop@kannashoes.com  indicating it.

19. CAN I RETURN OR CHANGE MY ONLINE ORDER IN A KANNA STORE, OR AT A POINT OF SALE OF THE BRAND?
No. For management reasons it should always be done in the same way as the purchase, by notifying it through the web or by writing to shop@kannashoes.com.

20. ARE THE BANK DETAILS THAT I PROVIDE AT THE PURCHASE STORED?
The system does not store customer bank details at www.kannashoes.com. Payments are made by transfer, or by credit card where the data is entered on the secure platform provided by the bank.

21. WHAT COUNTRIES DOES KANNASHOES.COM DELIVER?
To all countries that can view the web. When you are placing an order in our website, you can check the countries we ship to by choosing the country of destination. 

22. CAN I RECEIVE THE PACKAGE TO AN ADDRESS OTHER THAN MY HOME ADDRESS?
Yes. Once you have authenticated with your email and password, you can modify and add the postal addresses you want in the Add New Address tab.

23. WHAT IS THE KANNASHOES.COM SHIPPING FORM?
We work with UPS and MRW shipping companies to ship the products. We do not do Express service.

24. HOW DO I REGISTER IN THE ONLINE STORE OF KANNASHOES.COM?
To register at kannashoes.com you must log in to My Account and in Authentication choose the Create an Account option, entering the email.

25. DO I NEED TO CREATE AN ACCOUNT TO BE ABLE TO PURCHASE?
Yes, you need to register at www.kannashoes.com in My Account section.

26. WHAT ADVANTAGES DO I HAVE IF REGISTERED ON KANNASHOES.COM?
Registering on kannashoes.com has different advantages, among others, being able to make your purchase comfortably from home without any extra expenses and to benefit you of vouchers of your products. Further, if you accept subscribing in our newsletter, you'll receive exclusive promotions and information about our Collections.

27. WHY YOU SHOULD BUY KANNA SHOES?
Our articles are manufactured in Spain with first quality materials, under strict supervised processes and complying with European Union regulations. In Kanna we work with the philosophy of manufacturing articles respecting the craft and traditional processes, which give the product a special look. Every season we follow closely the fashion trends to create collections with items placed between fashion and tradition.

28. HOW DO I PRESERVE MY KANNA?
To preserve Kanna products, they should be kept in cool places and free of moisture. As they are made with skins and fabrics, it is advisable to stop using them the same time that they've been used, as rest, so the materials can breathe and release the concentration of humidity caused by the use when walking.
If the shoes you ordered are mannufactured with jute, please make sure they don't get wet to preserve them.

29. HOW DO I CLEAN MY KANNA SHOES?
To remove the dirt, just use a clean dry cloth. A clean cloth is moistened with water to thoroughly clean the entire article in circles. For pronounced marks caused by liquids or wear and tear, it is not advisable to use any type of product as these can increase the damage even more. In the market there are cleaning products, but these must be used under responsibility and following the instructions of the corresponding manufacturer.

For further doubts, you can always contact us by phone + 34 968 70 40 80 or by email shop@kannashoes.com
We'll be pleased to help you!