FAQ


Where are you located?

KERN1 is a Netherlands based company. 

 

Are all items offered on kern-1.com authentic?

All items available at the online store of KERN1 are 100% authentic and have gone through a brand-specific authentication process before entering the store.

 

Are all items pre-owned?

All items offered on kern-1.com are pre-owned and might show signs of wear. In every product description we punctually write down any defects a product may have. 

 

Is KERN1 connected in any way to Chanel S.A.?

KERN1 is not affiliated, associated or in any way officially connected with Chanel S.A.

 

Can we visit your store?

KERN1 is an e-commerce business. At this time we do not have a brick-and-mortar retail location.

 

What payment methods does KERN1 accept?

We accept payments via Paypal and Stripe. If you prefer to pay through bank transfer please contact us at store@kern-1.com.

 

Can I pay in multiple installments?

We offer installment plans for those that prefer to pay in multiple (maximum three monthly) installments. The item will be shipped to the customer after the last payment. If the customer does not live up to the agreed installment plan, we refund the amount paid up till that moment minus a 100 euro-fee. Please contact us at store@kern-1.com for more information.

 

Where does KERN1 deliver?

We offer worldwide shipping. 

What delivery options KERN1 offer?

At check-out you will be given the opportunity to select a carrier of choice. We offer Worldwide fast and on demand delivery with our shipping partner DHL express for shipments outside the Netherlands or worldwide shipping with the local Dutch courier PostNL (which costs less, but takes longer to arrive).

How long does it take before my order arrives? 

All orders placed on Monday - Friday before 14:00h will be shipped the same day. Orders made on weekends or public holidays will be processed the next working day. The estimated delivery time differs per country and depends on the carrier you choose.

Within the Netherlands we always ship with PostNL. You will receive your package the next working day.

Outside the Netherlands the transit time with PostNL is:

Europe - 1-6 business days

Rest of the world - 4-11 business days

When you choose for a shipment by DHL Express, the delivery time is:

Europe - 1 business day

Rest of the world -  2-3 business days 

Worldwide fast delivery with DHL Express

When you choose for Express delivery by DHL, your order will be send with the On Demand Delivery (ODD) Service. 

  • Once your order is shipped, you will receive a new shipping notification from DHL EXPRESS.

  • DHL ODD notifies you by email and/or SMS about your shipment’s progress and estimated delivery date/time. When this date does not fit your schedule, you can customise your delivery via DHL ODD and decide how, where and when the delivery takes place at the time and location that suits you best.

  • DHL On Demand Delivery offers flexible delivery options:
    - Deliver my package on another day: scheduled delivery

    - Deliver my package to another address: alternate delivery to work or family
    - Deliver my package at a safe place: authorise shipment release
    - Deliver my package with neighbour: Leave the package at your neighbour, reception or guard
    - Deliver my package at a DHL ServicePoint: hold for pick‐up collection
    - Request to store my package: vacation hold safekeeping your parcel up to 30 days

 

Can I track and trace my order?

Once your order has been shipped, we will send you an e-mail with a track & trace number, so you will be able to follow the status of your shipment.

 

Can I return my order?

We accept returns within 14 days from the delivery date. The item should be in the same condition as it was delivered: unworn, unwashed, unaltered and undamaged, with all tags and cards still attached and with all of the original packaging. Accompanied by a completed return form. For more information about shipping and returns, click here. 

 

Do I receive an original Chanel clothing hanger with my order?

All items come without Chanel clothing hanger, unless stated otherwise in the product description.