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Frequently asked questions

From choosing a product to your order: find the answer to your question below.

KIMAIA and choosing your product

Where do I start when choosing a KIMAIA product?

Explore supplements for collagen, protein and omega, or discover skincare and beauty tools. Each product is available separately. Product pages show ingredients, contents, instructions and the current price. We are happy to help you choose.

Which collagen formulas does KIMAIA offer?

Valley Glow contains bovine collagen and Ocean Glow contains marine collagen. Compare the source, ingredients, allergens and flavours on the product pages. Choose a one-time purchase or a subscription; packaging, contents and prices may differ.

What is the difference between the protein powders?

Pure Earth Protein contains animal protein. Vegan Vitality Protein is plant-based. Check the ingredients, allergens and nutrition information for your selected flavour. Both are available as a one-time purchase or a subscription.

Which skincare products and accessories can I choose?

Discover The Glow Up Face Oil, Silk Gloss in three shades and Golden Drip. Find the Facial Cupping Set, Hot/Cold Therapy Set, Water Bottle and Shake Cup in the collection.

Ordering and delivery

What does shipping cost?

Free delivery in the Netherlands and Belgium. No minimum order value. Standard delivery is €0 for all physical products and bundles, including after any applicable discount. No shipping code is needed. Subscription deliveries remain free.

When will my order arrive?

Order before 22:00 = delivery the next working day. Once your parcel has been registered, you will receive a tracking code by email to follow its delivery status.

Do you deliver outside the Netherlands and Belgium?

We also deliver to other European countries. The rate depends on your delivery country. You will see the shipping costs at checkout before paying. For help with the cost of delivery to your address, email support@kimaia.nl.

Returns and service

How do I request a return?

You can request a return within 30 days of receipt. Under our additional return policy, the product must be unopened and sealed. Your statutory rights remain unaffected. Email your order number to support@kimaia.nl. You will receive instructions within two working days. You pay the shipping costs for a standard return. Read the full return policy.

When will I receive my refund?

After receiving and checking your return, we refund you within five working days using your original payment method. If you return your entire order, we also refund any standard delivery costs you paid. Your statutory withdrawal period is subject to the time limits and rights in our return policy.

What does the satisfaction guarantee mean?

Not satisfied? Contact support@kimaia.nl. We assess your report personally. If your complaint is justified, we refund the full purchase value. Standard returns are subject to the policy for unopened, sealed products. Your statutory rights remain unaffected.

My order is damaged or incorrect. What should I do?

Email your order number and a photo to support@kimaia.nl. We arrange a replacement or refund at no cost to you. We also cover any return costs in this case.

Subscriptions

How does a subscription work?

Choose your product, flavour and subscription option. A new shipment is created and payment processed every 4 weeks (28 days); the payment is debited within a few days. The displayed price is per shipment. A refill with 30 servings does not change the 28-day cycle. Compare subscriptions.

When can I cancel my subscription?

The Flexible subscription has a minimum term of 3 months from signup; the Annual subscription has a minimum term of one year from signup. After that, both can be cancelled on any day using the link in your email or via support@kimaia.nl. A shipment already dispatched at the time you cancel is subject to our return policy. Read the subscription terms.

Can I skip or pause a delivery?

You can, including during the first months. Use the management link in your email or contact support@kimaia.nl for help.

Products and usage

Where can I find contents, ingredients and nutrition information?

Contents and ingredients vary by product and flavour. Check the product page and label for your chosen product, including allergens, usage instructions and nutrition information where applicable. For ingredient questions, email support@kimaia.nl.

When will I notice a difference?

This varies from person to person. We do not promise a fixed timeframe or a guaranteed result. Follow the instructions on the packaging. A food supplement does not replace a varied, balanced diet and a healthy lifestyle.

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