FAQ's

About orders

• What payment methods do you have?

We accept payments by debit or credit card, including Google Pay.

We also accept PayPal.

• Where do you ship to and how long does it take to arrive?

We ship to mainland Spain and the Balearic Islands. You have two shipping methods:

• Free standard shipping. Delivery in 3-5 days.
• Premium Shipping: €8.90 for mainland Spain and the Balearic Islands. Delivery in 24-72 hours.

• December 2023 Promotion: These Holidays we don't want you to stress. That's why we give you our Premium shipping with any order. Valid until 7/1/2024

• What if I make a mistake in the size?

We recommend that you see the size chart. Onsen and Sento bathrobes are very loose. If despite that you want to make a size change, shipping and returns will be free. The product must have all labels and must not have been used.

• Write us an email within 15 days of placing your order at ventas@kanduh.com . Write the word EXCHANGE and your ORDER NUMBER in the subject.
• We will send you an email with the incident generated and a label that you will have to print and stick on the box before delivering it to a Post Office.

If you do not want to go to the post office to leave your package, indicate this in the email along with a contact telephone number so that we can agree on another method of return. In this case the shipping cost will be borne by the customer.

• What return policy do you have?

If you want to return the product you have 15 days from placing your order to do so. If you make the return by depositing the package at your Post Office, it will be free.

The product must retain all labels and must not have been used. You can reuse the same box, which has double adhesive.

• Write us an email within 15 days of placing your order at ventas@kanduh.com . Write RETURN and your ORDER NUMBER in the subject line. In order to improve, please tell us the reason for your return.
• We will send you an email with the incident generated and a label that you will have to print and stick on the box before depositing it at a post office.
• If the product is in correct condition, we will proceed to refund your money. This process has a maximum of 15 days.

If you do not want to go to the post office to leave your package, indicate this in the email along with a contact telephone number so that we can agree on another method of return. In this case the shipping cost will be borne by the customer.

• December 2023 Promotion: This holiday season we are extending the return period until January 15, 2024. So you don't have to worry! Valid for orders placed between 11/22/2023 and 1/7/2024

• I've already placed my order, now what?

You will receive a confirmation email with your order. If you just created the account you will have to have received another one. Once it leaves our warehouse you will receive a tracking number.

• How can I cancel my order?

You can cancel it as long as it has not left our warehouse. To cancel, write an email to orders@kanduh.com with the word URGENT CANCELLATION and the ORDER NUMBER in the subject. We will proceed to cancel the order as long as it has not been delivered to the courier company. In that case you must make the return once it is delivered.

• I need an invoice.

Send us an email to info@kanduh.com with the subject INVOICE and the following information.

• The business social reason
• CIF
• Address
• Phone
• Order number.
• An email address

We will send it to the indicated email address.

• There is an issue with my order.

We are very sorry that something went wrong with the order. Please write an email to orders@kanduh.com with the word URGENT INCIDENCE and the ORDER NUMBER in the subject. Let us know what happened along with your data and we will contact you to solve it. Be sure to leave us a phone number and contact time so that the resolution is as quick as possible.

• Gift cards

Gift cards are a virtual product that we offer so you can give our bathrobes as gifts. Its use is very simple, you will receive an email to the indicated email in which the purchased card will appear with the unique associated code. You can forward this document to whoever you want, that person will only have to include the code in the indicated part of the payment screen and the amount will be deducted from the card. To know all the details, consult the terms of service.

About us and our products

• How can I care for my bathrobe so that it lasts for many years?:

We leave you instructions for washing, ironing and drying. Our recommendation? Gentle wash and hang it on a hanger outside. It will dry very quickly.

• Gentle wash at 30ºC. We recommend using an ecological detergent.
• Do not use bleach or whiteners.
• Delicate drying in the dryer. Bamboo fiber has the ability to dry very quickly so you do not need to put it in the dryer, saving energy consumption and making your laundry more ecological.
• It can be ironed at medium temperature, although if you store it neatly folded it will not be necessary.
• Dry cleanable with perchlorethylene 

• Size chart.

Onsen and Sento kimonos have a loose design and are adaptable. Within each product you have the measurements of each size.

M: S/M

L: L/XL

Are none of them useful to you? We do not want size to be an impediment and the first thing we will do is add a larger size to our bathrobes. Later we will release a range of bathrobes and ponchos for children under 12 years of age and babies. If you want us to inform you when we have them, send an email with the subject XL or Children to info@kanduh.com.

• Are your products vegan?

Of course. The faux leather label, located on the pocket, is made of cellulose and latex.

• Cellulose? Can I wash the label on my bathrobe?

Of course! These labels are washable and their appearance and texture improves with washing, acquiring greater softness and an aged appearance.

• Do you have a physical store to see the product?

We are sorry, but right now we do not have any physical point of sale. Remember that you have free returns so you can see the product with peace of mind at home. You can also subscribe to the newsletter, we plan to do some face-to-face promotions and we will notify you in time so you can come.

• Where do you manufacture your products?

Our offices are located in Vallès Occidental. The workshops that made your bathrobe are located in Maresme, all in the province of Barcelona.

Both areas are heirs of a great textile tradition. With our growth we want to promote the reindustrialization lost during the 90s in the area. Thanks to your purchase, we hope to bring more and more processes to avoid unnecessary CO2 emissions and ensure that your home is dressed with sustainable and local products.

• 10% polyester?

If you have come this far, it means that this 10% polyester does not fit with our proposal. Above all, we want to be transparent and honest with you, it doesn't fit us either. In order to start we have had to give up many things and make decisions that are not always in accordance with our principles, this has been one of them. To find a “more sustainable” fabric, and be able to make a small run, we would have had to go to the Chinese market, with all that that entails.

Despite that, I tell you that bamboo fiber is difficult to handle, that 10% polyester makes its production cheaper, gives stability to the thread and fixes the colors better.

Among our commitments is to improve fabrics, bring the different processes as close as possible and improve their traceability. We will be happy to show you that our commitments are not just words. Please subscribe to the newsletter so we can inform you.

• Do you make your bathrobes for third parties?

Of course, if you have a hotel or SPA and are trying to improve your sustainability, do not hesitate to get in touch, we can make your bathrobes and customize them for your business. Fill out our contact form or send an email with the subject COMPANY to info@kanduh.com

Do you have any questions left unresolved? Contact us