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Top questions

Where's my Kiva Store order?

If you would like to find out the status of your order, please contact NOVICA, Kiva's Field Partner that powers the Kiva Store, using this contact form including your name, order number and email address. A member of the NOVICA customer service team will reply with information about your order, such as if it has been shipped, when it was shipped, or when we expect it to be shipped.

How do I track my package?

You will receive an email from the Kiva Store including a shipment tracking number once your package ships.

What forms of payment are accepted at the Kiva Store?

The Kiva Store accepts payments online using PayPal. If you don't have a PayPal account, you may check out as a PayPal guest.

Can I use my Kiva credit to pay for Kiva Store items?

The Kiva Store is run separately from Kiva, which means that you can't use funds in your Kiva lending account to shop the Kiva Store. The Kiva Store is powered by NOVICA, a Kiva Field Partner that works with artisans around the world, and uses a separate sign in system from your lending account. You can, however, make purchases on the Kiva Store using the same PayPal account that you use when lending on Kiva.

How much of my Kiva Store purchase goes to Kiva?

18% - 25% of every purchase made through the Kiva Store goes to fund Kiva's operations.

For all artisan-made products, 25% of product sales go to Kiva. Kiva artisan borrowers are fairly compensated for their products, and control their own prices with the ability to increase or decrease their price at any time. The remainder of the sale price goes to Kiva's Field Partner NOVICA, which works with artisans around the world and powers the Kiva Store.

For Kiva Gear and Kiva branded products, 18% of product sales are donated to Kiva's operations. Donations added at checkout, included in a gift bundle or a build-your-own bundle, go to Kiva in full, after processing.

Who runs the Kiva Store?

The Kiva Store is a partnership between Kiva and Kiva's Field Partner NOVICA, a mission-driven company that works with artisans around the world. The store is powered by NOVICA, which means all payment processing and product fulfillment is handled by NOVICA. Kiva is highly involved with product development, product packaging and messages.

How long will my order take to arrive?

On average, orders take 2-3 weeks to arrive at the shipping destination. The delivery time will depend primarily on two factors: item availability and shipping service.

Item availability:

Unless otherwise noted, all items available for purchase on the website are in stock. Items that are backordered contain a note indicating this fact as well as the expected delivery time frame.

Shipping service:

During checkout you will be shown a list of available shipping services and their corresponding prices and timeframes. You may also view shipping charges and timeframes through the "Calculate Shipping" link in the shopping cart. Note: some items carry a special delivery timeframe that may differ from that of other items from the same region -- these items are clearly labeled with the special timeframe on the product detail page (as well as in checkout).

If NOVICA determines that we will not be able to deliver an order within the promised timeframe, we will immediately contact you via email.

What is the Kiva Store return policy?

Whenever possible, we encourage exchange rather than return of an item you are unhappy with. This ensures that the donation to Kiva that your purchase generated, will still go towards supporting Kiva's operations. You may return items for refund or exchange within 60 days of the purchase date.

Step by step instructions:

  1. Request a Returned Merchandise Authorization (RMA) number via the returns option in the contact form. Your RMA Number and detailed return instructions will be provided by the Kiva Store. If the return is the result of an error by the Kiva Store and the merchandise is being returned from an address in the continental United States, you will receive a prepaid return label.
  2. Be certain to include your RMA number inside each package being returned. If you are responsible for return shipping costs, please use a trackable shipping service (UPS, FedEx, or Priority Mail) to ensure that all items are received at the Returns Center in good order. NOVICA cannot accept returns of items that do not have their original packing slip(s). Please contact us if you do not have your original packing slip.
  3. Please be sure to also include your order number (which appears on your packing list), the name or Product ID of the product(s) that you would like to return, your name, phone number and email address, and the reason for the return (please provide as much detail as possible). You will receive a response from our customer service team with your RMA Number and any special return instructions, typically within one business day. For an exchange, please also list the desired item(s) and size, if relevant.
  4. Send returned items to the address provided in the return instructions. Please allow 2 - 3 weeks for the arrival of your order and the processing of your exchange or refund once mailed. No credit can be issued until the returned item is inspected and it is found to be in new, unused, unlaundered condition (if applicable) with all original tags attached and original packaging and parts included.

If the return is not the result of an error by the Kiva Store, you will be responsible for all shipping costs incurred for the order and any costs associated with returning the item(s). Please send your return using a reliable carrier that offers tracking (such as UPS, FedEx, or Priority Mail). It is recommended that you insure the package, as you will be responsible for ensuring that all items arrive at the returns center in their original condition.

IMPORTANT NOTE: Refunds will not be issued if the returned products have been damaged or altered in any way before arriving at the Returns Center.

Will donations to Kiva made via my Kiva Store purchases be reflected in my Kiva account?

No, unfortunately all donations made through the Kiva Store will not be reflected in your Kiva lending account. However, you will receive a receipt for your donation after checking out from the Kiva Store, and a receipt at tax time reflecting all your donations made through the Kiva Store.

NOVICA will transfer all donations made via the Kiva Store to Kiva on a weekly basis.

To have donations noted in your Kiva account, please make them directly on the Kiva website.

Will I receive a tax deduction for any donations made to Kiva via the Kiva Store?

All donations added as distinct line items during checkout from the Kiva Store are eligible for a tax deduction in the United States. Donations included in gift set purchases are not eligible for a tax deduction at this time because they combine products with a donation.

You will receive a receipt from the Kiva Store for each donation added during checkout. For your convenience, Kiva will also send you a receipt reflecting all checkout donations made in the calendar year just before tax season.

Ordering and payment

Where's my Kiva Store order?

If you would like to find out the status of your order, please contact NOVICA, Kiva's Field Partner that powers the Kiva Store, using this contact form including your name, order number and email address. A member of the NOVICA customer service team will reply with information about your order, such as if it has been shipped, when it was shipped, or when we expect it to be shipped.

Can I cancel or modify my order?

Your order request is promptly sent to NOVICA's international fulfillment center(s) in the region(s) from which you have ordered. Therefore, it is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us and NOVICA will determine if it will be possible to halt the fulfillment of the order. Please note that no order may be canceled or modified once it has been shipped. In those cases, you may follow the return instructions if you decide not to keep the product after having received it.

Pricing errors and cancellation of orders

The Kiva Store, powered by NOVICA, reserves the right to cancel an order any time before it has been shipped and the credit card charged if one or more of the following conditions applies:

  • Product pricing error: Because the Kiva Store offers a large array of items, a product may on occasion be listed with the incorrect price. If a product is purchased at a price that is lower than the correct price, NOVICA will, at our discretion, contact you for instructions prior to shipping the order or notify you of the outright cancellation of the order. In the event that the correct price should be lower than the price paid, we will adjust your charge and give you the lower price.
  • Misuse or abuse of gift cards or promotion codes, including any action prohibited by or in violation of the terms and conditions of that particular code. If you are unsure of the terms and conditions of a certain code, please contact us prior to placing an order.
  • Problems encountered while processing your payment with Paypal.
  • Delivery address is undeliverable.

PLEASE NOTE: The issuance of an order number or the receipt of a confirmation email does not serve as a guarantee that an order will be fulfilled. No order is final until a representative of the Kiva Store has confirmed that none of the aforementioned conditions apply to that order.

Do the prices on your items change?

Price fluctuation occurs primarily because the Kiva Store products in most incidences ship directly from the region where they were made, and therefore foreign currency fluctuation impacts an item's price in dollars. These changes are typically very small -- however, in the case of large currency movements, the price swings can be noticeable. Another factor in price fluctuation is that artists have control over their pricing and can change their prices based on the supply and demand of their products.

What forms of payment are accepted at the Kiva Store?

The Kiva Store accepts payments online using PayPal. If you don't have a PayPal account, you may check out as a PayPal guest.

Do you charge sales tax?

Sales tax will be collected on all orders being shipped to California, Missouri and Texas. If you will be required to pay sales tax on one or more items, you will be alerted during Checkout before you submit the order.

How will my order appear on my PayPal statement?

Orders from the Kiva Store will appear as "NOVICA for Kiva."

Shipping

How long will my order take to arrive?

On average, orders take 2-3 weeks to arrive at the shipping destination. The delivery time will depend primarily on two factors: item availability and shipping service.

Item availability:

Unless otherwise noted, all items available for purchase on the website are in stock. Items that are backordered contain a note indicating this fact as well as the expected delivery time frame.

Shipping service:

During checkout you will be shown a list of available shipping services and their corresponding prices and timeframes. You may also view shipping charges and timeframes through the "Calculate Shipping" link in the shopping cart. Note: some items carry a special delivery timeframe that may differ from that of other items from the same region -- these items are clearly labeled with the special timeframe on the product detail page (as well as in checkout).

If NOVICA determines that we will not be able to deliver an order within the promised timeframe, we will immediately contact you via email.

What shipping options do you offer?

Most items from the Kiva Store will ship direct to you from one of NOVICA's international fulfillment centers. Shipping times do vary between different regions, so be sure to carefully review the shipping options available for your country when selecting your shipping service. Where multiple shipping options are available, we will indicate the corresponding price and estimated timeframe for each service.

Orders containing more than one item from a single region will be shipped once all items from that region are ready for shipment, unless otherwise specified at the time you place your order.

Do you ship to PO box addresses?

We can ship to PO Box addresses in the USA only when the Normal shipping service is selected. Orders with Premium or Priority Premium shipping service require a physical address, as those orders will be delivered by UPS, DHL, FedEx or a similar courier. Additionally, these shipments will typically require a signature at the time of delivery, so whenever possible we encourage you to provide a shipping address at which someone will be present during the daytime to receive the package.

What about APO/FPO/DPO addresses?

Yes, in many cases we are able to ship to APO/FPO/DPO addresses. Most orders with Standard shipping can ship to such an address. We will alert you during the checkout process if one or more of the items in your order is not eligible for delivery to the APO/FPO/DPO address provided. Please note that expedited delivery services are not available for APO/FPO/DPO addresses, and that actual delivery time may exceed the timeframe quoted for some overseas destinations.

I shipped my order to the wrong address. Can you reship my package?

A fee will be applied to all orders where:

  • The incorrect address has been provided by the customer and the package is returned as undeliverable.
  • An invalid address has been provided by the customer, resulting in a surcharge from the carrier. Such an error may include, but is not limited to, invalid or incomplete address information; incorrect zip code; incorrect state or country information; typographical errors; or transposed digits.
  • A move or sudden change of address results in the refusal or non-delivery of an order
  • An APO or FPO address has been provided as the shipping address.

The fee will consist of a $5.00 handling charge plus any applicable costs related to re-routing, forwarding, or redelivering the parcel(s). Please note that there is no charge for address changes that are made before an order is shipped.

Can I ship my order outside of the USA?

The Kiva Store is currently only able to ship to delivery addresses within the U.S. We hope to have international delivery available by October 2017.

Until then, international customers can purchase gifts made by Kiva borrowers through our partner site at NOVICA and 25% will be contributed to Kiva. Or you may print or email a Kiva Card.

Will I be charged if I refuse my order?

A $25 fee (per package) will be assessed for all refused shipments. In addition, the customer will be responsible for any return shipping charges assessed by the courier. Shipping costs are not refundable on refused or unclaimed shipments.

A $15 fee (per package) will be assessed for all shipments that are re-routed or returned to the Kiva Store by the carrier. This fee is separate from the re-shipping fee, which is required before packages can be re-shipped.

Will I have to pay taxes and duties on my order?

The Kiva Store will cover all duties and import taxes.

Returns

100% Satisfaction Returns Policy

At the Kiva Store, powered by NOVICA, we want you to be completely satisfied with each and every purchase. We believe that the creation of a bridge between consumers and world artists depends on high quality products and extraordinary customer service.

What is the Kiva Store return policy?

Whenever possible, we encourage exchange rather than return of an item you are unhappy with. This ensures that the donation to Kiva that your purchase generated, will still go towards supporting Kiva's operations. You may return items for refund or exchange within 60 days of the purchase date.

Step by step instructions:

  1. Request a Returned Merchandise Authorization (RMA) number via the returns option in the contact form. Your RMA Number and detailed return instructions will be provided by the Kiva Store. If the return is the result of an error by the Kiva Store and the merchandise is being returned from an address in the continental United States, you will receive a prepaid return label.
  2. Be certain to include your RMA number inside each package being returned. If you are responsible for return shipping costs, please use a trackable shipping service (UPS, FedEx, or Priority Mail) to ensure that all items are received at the Returns Center in good order. NOVICA cannot accept returns of items that do not have their original packing slip(s). Please contact us if you do not have your original packing slip.
  3. Please be sure to also include your order number (which appears on your packing list), the name or Product ID of the product(s) that you would like to return, your name, phone number and email address, and the reason for the return (please provide as much detail as possible). You will receive a response from our customer service team with your RMA Number and any special return instructions, typically within one business day. For an exchange, please also list the desired item(s) and size, if relevant.
  4. Send returned items to the address provided in the return instructions. Please allow 2 - 3 weeks for the arrival of your order and the processing of your exchange or refund once mailed. No credit can be issued until the returned item is inspected and it is found to be in new, unused, unlaundered condition (if applicable) with all original tags attached and original packaging and parts included.

If the return is not the result of an error by the Kiva Store, you will be responsible for all shipping costs incurred for the order and any costs associated with returning the item(s). Please send your return using a reliable carrier that offers tracking (such as UPS, FedEx, or Priority Mail). It is recommended that you insure the package, as you will be responsible for ensuring that all items arrive at the returns center in their original condition.

IMPORTANT NOTE: Refunds will not be issued if the returned products have been damaged or altered in any way before arriving at the Returns Center.

Can I return a gift?

If you have received a gift from the Kiva Store and would like to return it, you may do so by requesting an RMA number via the returns section of the contact form during the 60-day period following the original delivery date of the order. As soon as the return is received, the Kiva Store will issue you a Store Credit for the amount of the original order, less shipping charges, so that you may make a new selection from any of the offerings on the website. Please rest assured that we will not alert the person who sent you the gift to your return request.

Can I reuse a Kiva Store promotion code?

If the return did not result from an error by the Kiva Store, you will be unable to re-use the original Kiva Store promotion code. If you have used a promotion code on an order and later decide to return all parts of that order as a result of an error on the Kiva Store's part, we will gladly issue you a new promotion code for a future purchase on the site. Please note, only Kiva Store promotion codes can be used for purchases made at the Kiva Store. Kiva promotion codes and NOVICA promotion codes may not be used for purchases made at the Kiva Store.

When will I get my refund?

Credit for returned products will be issued within 7 business days of receipt of the returned merchandise using the same form of payment originally used for the order (except where other arrangements have been made, as in the case of gift orders). At this time we are unable to accommodate exchanges.

Important Notes and Restrictions:

  • Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the Returns Center.
  • The Kiva Store is not responsible for loss or any costs incurred (including freight, duties and taxes, or import fees) for items returned without an RMA number or to any address other than a Kiva Store Returns Center.
  • No refunds or returns on custom orders.
  • No refunds or returns on gift cards.
  • As a safeguard against potential abuse, the Kiva Store reserves the right to deny a refund to anyone who has made what NOVICA determines to be excessive returns.
  • Please note that gift box charges are not refundable.

What happens if my item arrives damaged or incomplete?

At the Kiva Store, powered by NOVICA, your satisfaction is our priority. If you have received a damaged or incorrect item, or if part of your order is missing, please notify us immediately. Report any problem via our contact form and a member of our customer service team will respond. In your message, please include your name, order number, and provide as much detail as possible about the situation.

We will be happy to replace any damaged/incorrect items, assuming a comparable replacement is available, or provide you with a full refund, including all shipping costs.

Any products that might be missing from your order will be shipped as soon as possible at no additional charge to you. Do keep in mind that if you ordered from multiple regions, you will be receiving multiple packages. Please double check that the product or products that you believe to be missing from your order were not ordered from a different region than those products that you have already received.

Sizing

Finding Your Ring Size

Download our printable ring sizing chart to find the perfect fit.

Finger size changes depending on the time of day and the weather. Measure when your hands are warm, not cold, and measure at the end of the day.

Finding Your Clothing Size

Take your measurements with the tape measure over your under garments. If your measurements fall between sizes you may prefer the next larger size. Inseam, skirt and dress lengths vary by style and will be listed in the item description. Our sweaters are knit in standard American sizes, however actual measurements vary by style.

WOMEN S M L XL XXL
4 6 8 10 12 14 16 18 20 22
BUST 35 36 37 38 39 41 42 44 45 47
WAIST 27 28 29 30 31 33 34 35 36 37
HIPS 37 38 39 40 41 43 44 46 47 48
MEN S M L XL XXL
CHEST 36 - 38 39 - 41 42 - 44 46 - 48 50 - 52
WAIST 29 - 31 32 - 34 35 - 37 38 - 40 41 - 43
NECK 14 - 14.5 15 - 15.5 16 - 16.5 17 - 17.5 18 - 18.5
SLEEVE 32.5 33.5 34.5 35.5 36.5

Bust / Chest

Measure around the fullest part of chest under the arms and over the shoulder blades keeping the tape measure level.

Waist

Measure around the smallest part of the waist keeping the tape measure comfortably loose. Most garments use the low waist measurement noted below.

Low waist

Measure around the body approximately 1.5" below the natural waist (above). This is the area where most pants and skirts actually fit.

Hips

Standing with your heels together, measure around the fullest part of the body approx 7"-8" below the waist.

Neck

Measure around the base of the neck keeping the tape measure comfortably loose.

Sleeve

Bend elbow slightly and starting at the center back of the neck, measure across the shoulder, to the elbow and down to the wrist.

Inseam

Our standard inseam length for women is 32" and 34" for men; however inseam measurements will vary slightly by style.

To date, Kiva lenders have funded over $1 million in loans to NOVICA's artisan borrowers.
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