Here you will find the answer to most of your questions. If there is something else you want to talk about, you can give us a call, send us a message or chat with us, we’ll be happy to help you!

Do I have to register on the site to be able to buy?

Yes, it is essential. Having an account, allows you to make orders, and will help you track your purchases. In addition, you can choose to sign up to our newsletter to receive promotional e-mails, exclusive discounts, from the best products on the site.

I can't access to my account

You can access your Kaleidoscopic account with the registered e-mail and password here, verify that all your information is correct (uppercase and lowercase). If you can’t login, click on “Lost your password?” and we will send a new one to your e-mail.

If you continue to have any problems with your account please contact our customer service.

How to buy at Kaleidoscopic?

Buying at Kaleidoscopic is easy and safe.

In order to buy you need to create an account for our site, here enter your e-mail and fill the entire form, then choose all the products you want to buy and select the size, add them to the cart and finally click “Checkout.” You will then be able to confirm the delivery address, the shipping method and finally the payment method. You can even select if your purchase is for a gift.

We will send an e-mail to your account confirming the purchase with your order number.

* If you already have an account just log in with your e-mail and password here.

Important: The selected products and information stored in the order can’t be modified after the order has been confirmed.

Does Kaleidoscopic have a physical store?

There is not a Kaleidoscopic physical store, but you can find our products with several retailers. If you need more information, contact our customer service, via chat, e-mail or telephone.

Can I buy by phone?

Sure! Contact our customer service at 2222936139 or 2222934389 by phone or whatsapp. We will be happy to assist you.

To buy by phone it is necessary to have the name or reference of the product you want and all your shipping and credit card information near you.

Password Recovery

Click here and go to “Lost your password?”, enter your e-mail and we will send you a personal e-mail soon.

In order to access the account correctly, you must write the e-mail and the password.

If you do not receive the mail, check the “Spam” tray or contact our customer service.

Does Kaleidoscopic have corporate or wholesale sales?

Sure! Contact our customer service via chat, e-mail, phone or whatsapp: 2222936139 or 2222934389. We will be happy to assist you.

When adding a product to the Cart, do you put on hold the product for me?

The selected products remain only for a certain time in the Cart. The guarantee of reservation of a product happens only when the purchase has been completed and we send you a confirmation e-mail with the order number. So conclude your purchase so you don’t lose your products!

I made a purchase but I selected a wrong product, what do I do?

It is important that before completing your order you have correctly chosen all items as well as payment method, shipping and billing information since once completed, it can not be modified. The items cannot be removed or changed, you will have to wait until you receive the merchandise and request the desired change.

How do I qualify for Free Shipping?

With your purchase of 3 sets or more the shipment goes by our account through FedEx in 3 to 5 business days, regardless of the selected products and the place of delivery inside Mexico or the United States of America.

A set is a combination of a top and a bottom, a one-piece or a cover-up. That is, if you buy a one-piece, a cover-up, a top and a bottom, you qualify, as well as if you buy 3 one-pieces, or 3 cover-ups, or combine them.

We do not have Free Shipping on international orders (outside Mexico of the USA).

Important: We do not cover taxes or duty on international shipments which are levied once a shipment reaches your country. Customs policies vary widely from country to country therefore we cannot predict what they will be. Please contact your local customs office for further information.

I haven't received my order yet, what do I do?

Remember that deliveries are made only on business days, if the selected delivery time has passed (3 to 5 business days after payment confirmation) it will be necessary to contact our customer service, via chat, e-mail or telephone to validate that the delivery does not present any problem.

In case of confirming the delay we proceed with the corresponding report.

The deliveries are guaranteed, in the event of a confirmed loss, we will replace the merchandise.

If there is no one to receive the order, what happens?

The selected products remain only for a certain time in the Cart. The guarantee of reservation of a product happens only when the purchase has been completed and we send you a confirmation e-mail with the order number. So conclude your purchase so you don’t lose your products!

Types of delivery

Normal: 3 to 5 business days via Fedex.

International: 3 to 5 business days subject to the time it can remain in customs, which varies depending on the border, via Estafeta.

Important: We do not cover taxes or duty on international shipments which are levied once a shipment reaches your country. Customs policies vary widely from country to country therefore we cannot predict what they will be. Please contact your local customs office for further information.

Can I change the delivery address?

The modification of the delivery address can be made before completing the order, by contacting our customer service, via chat, e-mail or telephone.

If you have already completed the order, the address cannot be altered.

How long does it take for my order to arrive?

Once we confirm your payment (24 to 48 business hours in our system), the order is prepared to be dispatched and time begins to run according to the type of shipment you have selected, NORMAL (3 to 5 business days) or INTERNATIONAL (3 to 5 business days subject to the time it can remain in customs, which varies depending on the border).

Note: There are some zip codes with special delivery frequency that can extend the estimated delivery time, to check the frequency, please contact customer service with your zip code.

*** Some weather or adverse weather conditions may interfere with the order delivery time.

What are the delivery hours of my order?

All deliveries are made Monday through Friday, during business hours (08:00 a.m. to 6:00 p.m.). It is essential that in the delivery address there is someone to receive the package and sign the proof of delivery.

Does Kaleidoscopic have international shipments?

Yes we have international shipments; the shipping cost varies between Mexico, the United States and the rest of the world.

Important: We do not cover taxes or duty on international shipments, which are levied once a shipment reaches your country. Customs policies vary widely from country to country therefore we cannot predict what they will be. Please contact your local customs office for further information.

Does Kaleidoscopic do deliveries on weekends and holidays?

No. Our deliveries are made from Monday to Friday, during business hours (08:00 a.m. to 18:00 p.m.)

How to track my order?

Once your order is shipped we will provide a tracking number with which you will be able to monitor the delivery and to consult movements in the page of the parcels in charge (Estafeta on Fedex).

For more information or problems with delivery contact our customer service, via chat, e-mail or telephone.

Can a third person receive my order?

Sure, a third person can receive the order as long as it is authorized and presents an official identification.

Can I schedule the delivery of my order?

It is not possible to schedule the delivery, so we recommend to be aware of the delivery details with your tracking number through the page of the shipping company.

The tracking number is provided once the order is sent.

How can I cancel my purchase?

If you want to cancel your order, it will be necessary to contact our customer service as soon as possible to request cancellation by -email or our online chat. If the payment has not been processed and the shipment made, the cancellation will be instantaneous and your money will be returned within 20 business days. If the product has already been sent at the time of requesting the cancellation, you will have to wait to receive the product and then get in touch with our customer service to request a return of the item. Once your order has returned to the Kaleidoscopic distribution center, your money will be refunded within 20 business days.

Conditions for exchanges and returns

  1. Without exception, we do not make changes or returns on reduced or sale merchandise.
  2. The product must have the original labels, accessories of the article, as well as original packaging and may not show any signs of use. The product that does not meet the above conditions will not be processed and will be returned to the customer’s address. In these conditions, Kaleidoscopic reserves the right to charge the shipping again.
  3. If an exchange is desired and there is any price difference between the new product and the returned product, the difference must be paid.
  4. The customer has up to 25 calendar days from delivery to make a change or return.
How much time do I have to request an exchange or return?

You have up to 25 calendar days from the date the order was received. If it exceeds the indicated time it will not be possible to make the exchange and / or return.

Return of merchandise: The merchandise must be returned to the Kaleidoscopic distribution center through the courier service, previously requested by contacting our customer service. The product can not show any signs of use or abuse and must have all its labels, both textile and commercial as well as all the accessories of the article. The lower parts of the one-piece swimsuits and bottoms should have their hygienic protector at the time of the return.

Warning: The product that does not meet the conditions mentioned, will not be accepted for exchanges or returns and will be returned to the customer’s address. In these conditions, Kaleidoscopic reserves the right to charge the shipping again.

Without exception, we do not make changes or returns on reduced merchandise.

The shipping costs, are only refunded if the cancelled order hasn’t left the warehouse or if the goods are faulty.

On international orders (outside Mexico) the shipping costs for exchange or returns will be paid by the customer. In the case of an exchange, Kaleidoscopic will pay for the new shipping charges as long as it is the first exchange.

Money Back:

Credit Card: We will send the return information of the purchase with the corresponding bank of the card within 20 business days. To know when the return will be made on your statement, we ask you to contact your bank, after this deadline.

Wrong product or with defect

It is important to ensure that the merchandise is in good condition as soon as an order is received to be able to report any nonconformity within a period of no more than 25 calendar days.

For an exchange or return for a wrong or damaged product, you must report it to our Customer Service Center where we will carry out the analysis corresponding to the case.

If you have a complaint about any of our products and it has been used, a refund can be made if it was a factory defect and not a faulty use by the customer. You will need to contact our customer service via chat, e-mail or telephone, and demonstrate by photography the damage in the product prior sending back the product to our distribution center. At the time we receive it, we will evaluate the situation and tell you if the damage is fit for a refund. This type of complaint can take up to 25 calendar days after receiving the product to proceed.

Note: it is recommended to keep packaging wrappers and original labels to proceed with the request and to verify the defect or damage of the product.

Conditions for exchanges and returns

  1. Without exception, we do not make changes or returns on reduced or sale merchandise.
  2. The product must have the original labels, accessories of the article, as well as original packaging and may not show any signs of use. The product that does not meet the above conditions will not be processed and will be returned to the customer’s address. In these conditions, Kaleidoscopic reserves the right to charge the shipping again.
  3. If an exchange is desired and there is any price difference between the new product and the returned product, the difference must be paid.
  4. The customer has up to 25 calendar days from delivery to make a change or return.
I received my product, but I want to change it. How to proceed?

If the product did not meet your expectations or is not the right size, please contact our customer service, via chat, e-mail or telephone, having with you the order number, reason for exchange and reference code of the product you want exchange. You can make an exchange in size or change the original product for another one. Remember that your first change is free, if you require a second change it have an additional shipping cost.

The merchandise must be returned to the Kaleidoscopic distribution center through the messaging service, previously requested through our customer service, via chat, e-mail or telephone.

Changes and / or returns are processed within 10 to 20 business days after the product arrives at our Distribution Center and the corresponding analysis is performed.

On international orders (outside Mexico) the shipping costs for exchange or returns will be paid by the customer. In the case of an exchange, Kaleidoscopic will pay for the new shipping charges as long as it is the first exchange.

Important: No changes or refunds are made on discounted merchandise prior to the use of any coupon.

Conditions for exchanges and returns

  1. Without exception, we do not make changes or returns on reduced or sale merchandise.
  2. The product must have the original labels, accessories of the article, as well as original packaging and may not show any signs of use. The product that does not meet the above conditions will not be processed and will be returned to the customer’s address. In these conditions, Kaleidoscopic reserves the right to charge the shipping again.
  3. If an exchange is desired and there is any price difference between the new product and the returned product, the difference must be paid.
  4. The customer has up to 25 calendar days from delivery to make a change or return.
Can I choose a different product when I make a return?

Sure, you must consider that if there is any variation in the price, it will have to be covered. If the product you have returned has a higher price, the difference will be returned to your payment method, taking into account that the period for the procedure is 10 to 20 business days. For more information you can contact our customer service, via chat, e-mail or telephone.

I received a product different than the one I purchased, what should I do?

If you received a product different than the one you ordered, you must refuse the delivery and immediately contact our customer service (by phone, chat or e-mail). We will solve the problem as soon as possible. If you identify the error after receiving the product, you should not remove the labels and immediately notify our customer service.

After this process, if the product you ordered is not available in our warehouse, it can be replaced by other merchandise of the same value or you can have a refund.

I received a gift, that was purchased at Kaleidoscopic, but I want to change it. How do I proceed?

If you were given a Kaleidoscopic gift and you want to change it or return it; you must contact our Customer Service department (by phone, chat, or e-mail). If the person who gave you the gift selected the gift option in the shopping cart, inside your package you will find a gift card with the order number and date on which the purchase was made. You must provide this information to proceed with the exchange, according to our policy of exchanges and returns.

In case of not having the card, it will be necessary to obtain the order number, date of purchase and full name of the person who made the purchase, so that we can locate the order and proceed with the exchange, according to our change policy of exchanges and returns.

Conditions for exchanges and returns

  1. Without exception, we do not make changes or returns on reduced or sale merchandise.
  2. The product must have the original labels, accessories of the article, as well as original packaging and may not show any signs of use. The product that does not meet the above conditions will not be processed and will be returned to the customer’s address. In these conditions, Kaleidoscopic reserves the right to charge the shipping again.
  3. If an exchange is desired and there is any price difference between the new product and the returned product, the difference must be paid.
  4. The customer has up to 25 calendar days from delivery to make a change or return.
Do I have to pay for the shipping on the first exchange?

No, all shipping costs for the first exchange request will be covered by Kaleidoscopic. If there is more than one exchange of the same order, Kaleidoscopic reserves the right to make a new shipping charge to the customer.

On international orders (outside Mexico) the shipping costs for exchange or returns will be paid by the customer. In the case of an exchange, Kaleidoscopic will pay for the new shipping charges as long as it is the first exchange.

After requesting the exchange, how long will it take for me to receive my order?

The time for the exchange may vary depending on the type of item and the location where you live. Usually it takes around 20 business days after the product is sent back to be changed. The time to authorize the request for exchange in our stock is up to 20 business days. After that deadline it should take to arrive as a common order from 3 to 5 business days through our courier.

The product arrived, but some accessory is missing, what should I do?

If the product arrives and you are missing a part, you should immediately contact our customer service (by phone, chat or e-mail). If the product is not available in our warehouse, you can substitute it with another product of the same value.