Question 1

Changing the delivery address after placing an order

Accepted Answer

Changing the delivery address after placing an order

Have you accidentally provided an incorrect or incomplete delivery address when placing your order?

Please contact our support team as soon as possible.

Order has not yet been shipped

As long as your order has not yet been processed for dispatch, we can check whether it is still possible to change the delivery address.

To do so, please provide us with:

Your order number
The current delivery address
The full delivery address you wish to use

⚠️ Important: We cannot guarantee that a change can be made at a later stage. Once the order has been prepared for shipping or handed over to the courier, we may no longer be able to change the delivery address.

Order has already been shipped

Once the order has been handed over to the courier, we are generally no longer able to change the delivery address ourselves. Depending on the courier and the shipping method, options may be available via the tracking service.

For example, a delivery may, where applicable, be redirected to:

a collection point
a neighbour
a branch
a parcel locker or another collection point

The available options are determined by the logistics provider.

Parcel returned to Kardena

If the parcel cannot be delivered due to an incorrect address, it may be returned to us.

Please contact our support team if the tracking information shows that the parcel has been returned to the sender.

💡 Tip: Always double-check y

Question 2

The payment isn’t working or has been declined

Accepted Answer

Payment not working or has been declined

Was your payment in the Kardena online shop unsuccessful or declined?

There may be various reasons for this.

1. Check your payment details

First, check that all the payment details you have entered are correct.

Pay particular attention to:

Card number
Expiry date
Security code
Billing address
Any required confirmations

2. Complete payment authorisation

Some payment methods require additional confirmation.

This may be done, for example, via:

Banking app
Credit card app
SMS
3D Secure process

Make sure that you have completed the confirmation process in full.

3. Payment is declined by the payment provider

A payment may be declined, for example, due to security checks, limits or settings applied by the payment provider.

ℹ️ Note: Kardena does not necessarily receive information about the exact reason for a declined payment.

If necessary, contact your bank or the payment service provider you used.

4. Use another payment method

If a payment method still does not work, you can select a different payment method, if available.

5. Is the order still there?

After a payment error, first check your emails or customer account before placing the order again.

This will help you avoid accidental duplicate orders.

⚠️ Important: Do not place the same order several times in a row without first checking whether a successful order has already been placed.

Contact support

If you are

Question 3

Wrong product delivered

Accepted Answer

Received the wrong item – what should I do?

Have you received a different item from the one you ordered from Kardena?

Of course, this should not happen. Please contact our support team so that we can investigate the issue.

1. Check your order

Compare the item you received with your:

Order confirmation
Shipping confirmation
Invoice

Pay particular attention to the model, variant and, if applicable, colour.

2. Take photos

Please take photos of:

the item you have received
the product packaging
the product label or model number
the contents of the parcel, if applicable

3. Contact Support

Please provide:

Order number
Which item you ordered
Which item you received

If possible, please attach relevant photos.

⚠️ Important: Whenever possible, do not use an item that has clearly been delivered in error, and do not remove any protective films or other packaging materials until the issue has been resolved.

What happens next?

After reviewing the case, we will inform you about the next steps.

💡 Tip: A photo of the product label or model number often helps us to identify a wrong delivery faster.

Question 4

Order arrived damaged

Accepted Answer

Order arrived damaged – what should I do?

Has your Kardena order or product been damaged during transit?

Please document the damage as soon as possible after receiving the order.

1. Do not dispose of the packaging immediately

Please keep the following items:

Shipping box
Packing material
Product packaging
Damaged items
Shipping label

⚠️ Important: Do not dispose of the packaging until the issue has been resolved. In the case of damage during transit, photos and the packaging material may be required for further processing.

2. Take photos of the damage

Take photos that show as much detail as possible of:

the outside of the shipping box
any visible damage to the box
the opened parcel
the inner packaging
the damaged product
the shipping label

3. Contact Kardena support

Please then contact our support team.

When contacting us, please provide the following details:

Order number
Which item has been damaged
A brief description of the damage

If possible, attach the photos directly to your message.

Is it just the packaging that’s damaged?

If only the product packaging is slightly damaged, but the product itself is complete and in perfect condition, please let us know this as well.

Is the smartwatch not working either?

If, in addition to visible transport damage, the smartwatch is not working properly, please also describe the fault.

💡 Tip: Good photos of the parcel, packaging and product enable us to asses

Question 5

Where is my order? – Track your parcel

Accepted Answer

Where is my order? – Track your parcel

Are you waiting for your Kardena order and would like to know when your parcel will arrive? As soon as your order has been shipped, you will receive a shipment confirmation containing the tracking details.

1. Check your shipment confirmation

Once your order has left our warehouse, we’ll send you a shipment confirmation by email. This usually includes a tracking link, which you can use to check the current status of your delivery.

ℹ️ Note: It may take a few hours after you receive the shipment confirmation for the courier to display the first details about your shipment.

2. Haven’t received a shipment confirmation?

Please check the following first:

your spam or junk email folder
whether you provided the correct email address when placing your order
whether your order has already been fully processed

💡 Tip: Search your email inbox for “Kardena”. This often helps you find order and delivery confirmations more quickly.

3. Track and trace is not yet showing any information

If the tracking number has already been generated, this does not necessarily mean that the parcel has already been processed by the courier. There may be a delay of several hours between the creation of the shipping label, the handover of the parcel and the first scan.

ℹ️ Note: The first update to the tracking information may be delayed, particularly in the evenings, at weekends or on public holidays.

4. The del

Question 6

The parcel is marked as delivered, but it hasn’t arrived

Accepted Answer

Parcel shown as delivered, but not received

Does the tracking information show your Kardena order as delivered, but you can’t find the parcel?

Please start by checking some common places where it might have been left.

1. Check the delivery location

Check whether the courier has specified a drop-off location.

For example, check:

Front door
Garage
Patio
Garden
Carport
Parcel box
Other agreed delivery locations

2. Ask your household members

Ask people in your household whether they may have been accepted by someone else.

3. Check with neighbours

The package may have been left with a neighbour.

Check the information in the tracking details and, if necessary, ask your immediate neighbours.

4. Check the letterbox and delivery notifications

The courier may have left a delivery notice or provided delivery information electronically.

You should therefore also check:

Your letterbox
Your email
Your text messages
The courier’s app
The tracking details

5. Wait a little longer

In individual cases, a shipment may already have been recorded as delivered electronically, even though the actual handover takes place a short time later.

ℹ️ Note: If necessary, wait a little longer and check the tracking information again.

Still can’t find your parcel?

If you have checked the options mentioned above and your order is still missing, please contact our support team.

Please provide us with:

Order number
Parcel number
Conf

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