Frequently asked questions
Have questions about our products, or services? Find answers to the most common inquiries here.
What should I know before making an order?
For the best experience of using our store, please take the following steps before placing your order:
- Choose your location before you begin an order. This will give you information on all the essentials, such as prices in your local currency, shipping time, and tax rates.
- When filling out your contact information, please double-check that your email address is correct. We will email you with any urgent updates about your order.
- When submitting the order, please carefully check the contact information and delivery address. Ensure that the city in the address matches its ZIP code (we suggest using this USPS ZIP code lookup for American addresses). The wrong address details may cause delays in the delivery of your order and extra charges for an eventual reshipment.
What types of payment do you accept?
We accept Visa, MasterCard, American Express, Discover and PayPal.
Where do you ship?
We ship orders internationally all over the world. Orders are usually fulfilled in 3 to 7 business days. The shipping time depends on your location. The standard international delivery time is approximately 2 to 17 business days.
We do not ship orders to the following destinations: Russia, Belarus, Ecuador, Cuba, Iran, North Korea, Syria.
How long does delivery take?
For orders from the US, European Union, Canada, United Kingdom, Australia, Japan, the estimated delivery time is 2 to 11 business days.
Sometimes it can take a bit longer (approximately from 2 to 17 business days) if our partners don’t have the available products in the country of your region, (this may depend on your size, color choice, and the availability of the items you've chosen). Please note that orders are usually processed within 3–7 business days, after which they are shipped out.
How can I track my order?
You can track your order on your order page on our website. Once your order will be confirmed and shipped out, you will receive a letter from us with a link to a order status page. In case of any additional questions regarding your order, please contact us at support@kyivindependent.com
Can I add products or change my order after payment?
Unfortunately, you can’t add or change the products in the order that has been paid. If you want to order more products, please make a new order on our website.
How can I cancel the order if I’ve already paid for it?
If you believe you ordered the wrong product or changed your mind, you can cancel your order before we start delivering it to you. Please contact us at support@kyivindependent.com with the Subject title “Order cancellation: order number” and explain the reason for canceling. Please also attach the order and payment confirmations. If your order wasn’t already printed, we will cancel it and offer a full refund.
Can I return or exchange the products if I picked the wrong size/color/item?
Since we print our products on demand we don’t have the available stock to offer returns or exchanges unless your product was damaged or misprinted. That’s why we can’t offer free returns or exchanges of our products in case you ordered the wrong size or color.
Read our Return & Cancellation Policy here. Please read our size guide available for each product and if you have any questions left, reach out to us at support@kyivindependent.com
What should I do If I receive a damaged or misprinted product?
If you get a damaged product, we are really sorry! If your order arrived damaged or misprinted, we will offer you a refund or provide a replacement. Please contact us at support@kyivindependent.com with a description of the problem. Please attach the photos of the product so we can identify the damage / misprint. We will get in touch with you and figure out the best solution.
Please note that the colors on the printed product can differ slightly from the colors on digital mock-ups. This is not considered a mislabeled product.
Is VAT or sales tax added to the product price, or will I pay it in addition to my order?
VAT or sales tax is already included in the product prices for customers from the following regions/countries: E.U., U.S., Canada, Australia, New Zealand, Singapore, Japan, Switzerland, Liechtenstein, and Norway. If you are based in the UK, the VAT will be charged separately at the checkout.
Do I have to pay additional custom fees & duties?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
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