FAQs

Place order:

Edit an order:

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

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 distance.

Tip: Use our printable fitting guide, cut it out, and try it on your child's face. Download the fitting guide here.

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

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 ET LA guarantee

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

  • Warranty period: All our sunglasses come with a 2-year warranty from the date of purchase. During this period, we will repair or replace your pair in case of a manufacturing defect.
  • Warranty Coverage: The warranty covers manufacturing defects such as faulty materials, manufacturing problems, or any other defect not related to misuse or accidental damage. However, this warranty does not apply to lenses which, despite their high resistance and scratch-resistant coating, may be damaged by improper use of the product by the customer or may become scratched over time; such scratches are considered normal wear and tear.
  • Claims process: If you experience a problem with your glasses during the warranty period, please contact our Customer Service department using the contact form . We will guide you through the claims process and provide you with the necessary information to return the product.
  • Conditions of application: To benefit from the warranty, please retain your proof of purchase, such as the receipt or invoice. Damage resulting from misuse, negligence, or unauthorized modification is not covered by the 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 further questions regarding our warranty or if you require any 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 retailer, please note that you are subject to the optician's or retailer's terms and warranty. As an authorized retailer, they may have their own return, repair, and warranty policies.

We encourage you to refer to the terms and conditions of sale of the optician or retailer where you made your purchase for 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 response 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 return procedure and make a new purchase online. Here are the steps to follow to facilitate the exchange process:

  • Initiate the return: Contact our customer service via the contact form and provide the necessary information, such as your order number and details of the item you wish to exchange.
  • Prepare the item for return: Ensure the item is in its original condition, with all accessories and packaging included. Pack it carefully to prevent damage during transit.
  • Ship the item: Use a reliable shipping service to return the item to our address. Remember to keep proof of postage for your records.
  • Place a new order online: While we process your return, you can place a new order online for the item you want in 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 issued according to our applicable refund policies.

Please note that you are responsible for the return shipping costs unless the exchange is due to a defect on our part or an order error.

If you have any further questions about the exchange process, please don't hesitate to contact our customer service. We'll be happy to help you in any way we can.

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 Nantes.

On the production side, we work with partners who are experts in their respective fields. To join us, they must meet very strict quality criteria.

Most of our glasses are manufactured by a BSCI-certified Chinese company, renowned for its expertise in eyewear. Since 2020, we have also decided to develop sunglasses made in France. 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:

In the product design process, there is the design part and the manufacturing part.

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

On the production side, we work with partners who are experts in their respective fields. To join us, they must meet very strict quality criteria.

Most of our hats are made by a Chinese company, BSCI certified, recognized for its expertise.

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 is defective, we are here to help you resolve the issue quickly. Please follow the steps below:

  • Contact our customer service department via the contact form , indicating your order number and describing the defect you have encountered. Please remember to attach clear photos of the defect; this will help us better understand the situation.
  • 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 a suitable solution.
  • Possible solutions: Depending on the nature of the defect, we may offer you different options, such as replacing the defective item or issuing a refund. We will choose the best solution based on your situation.
  • Return procedure: If we agree that a return is necessary, we will explain the procedure for returning the defective item. Please ensure you retain the original packaging and include all accessories provided.
  • Resolution follow-up: We will stay in touch with you throughout the process to keep you informed of the progress. Our goal is to resolve your issue 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 haven't received it. Here's what you can do in this situation:

  • Check your delivery address: Make sure the address you provided when placing your order is correct and complete. Sometimes, an incorrect address can lead to incorrect delivery or delays.
  • Check the 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.
    Therefore, it is possible that the package is still in transit.
  • Contact the carrier: If you notice any problems or inconsistencies in the tracking information, we recommend contacting the carrier responsible for the delivery directly. They will be able to provide you with further 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 still haven't received your order, please contact us via our contact form , indicating your order number. We will investigate the situation and work with the carrier to resolve the issue 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 you'd like to correct this mistake. Here's what you can do in this situation:

  • Contact our customer service team immediately: It is essential to inform us as soon as possible if you have made a mistake in your delivery address. Please contact us via the contact form. by providing your order number and the correct new delivery address.
  • Address change deadline: Please note that we may change the delivery address before your order is shipped. Once your order is in transit, it may be difficult to make changes. We will do our best to assist you where possible.
  • Billing address verification: Also be sure to check the billing address associated with your order. Sometimes the shipping address and the address of
    Billing addresses may differ. If you wish to change the billing address, please let us know when you request a change of delivery address.
  • Change Confirmation: Once we have updated your delivery address, we will send you an email confirming the change. Please carefully check the address details to ensure they are correct.

Please note that if your order has already been shipped to the wrong address, we cannot guarantee its collection. In this case, we recommend contacting 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 as much as possible and thank you for your understanding in this situation. If you have any further questions or require additional assistance, please do not hesitate to contact us via the contact form.

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, please check the delivery times indicated on our website. Your order may still be within the estimated delivery timeframe. Delivery times may vary depending on your region and product availability.
  • Check your order status: Log in to your account on our website and go to the "Order Tracking" section. Check your order status 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 any concerns, please contact us via the contact form , providing your order number. Our customer service team will investigate your order and take the necessary 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, transport problems or logistical constraints.
    We strive to inform you in the event of an exceptional delay and to
    to keep you informed of the progress of your order.
  • Delivery tracking: If your order is in transit, you can use the provided tracking number to follow the progress of your package. This will allow you to monitor its status and estimate its delivery date.

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

If you have any further questions or require additional assistance, please do not hesitate to contact us via our contact form . We will be happy to help.