FAQ

How to get a discount on your first order?

New customers of the online store km20.ru and the KM20 concept store on Stoleshnikov Lane are eligible for a 10% discount on their first purchase. To take advantage of the discount, you need to register online or at the KM20 concept store. The discount will be applied when placing an order online or at the checkout during an offline purchase.

How to place an order?

Select a product and go to its page. Review the information and add the required size to your cart. You can continue shopping - all selected items will be waiting for you in the cart.

When you are ready to place your order, go to the cart and click the “Checkout” button. On the opened page, please fill out all the necessary fields: contact information, address, delivery method, payment method, and any comments for the order. If you have a promo code for a discount, enter it in the corresponding field - the order total will be recalculated automatically. Then click the “Checkout” button.

After your order is processed, you will receive a confirmation notification at the specified email address. We will also send you a tracking number to follow the delivery or pickup process.

Can I reserve the item, so I can buy it in the nearest future?

Unfortunately, it is not possible to reserve an item. You need to place and pay for the order online.

Do I need an account to place an order?

You can place an order only if you are registered on the website or at the KM20 concept store.

Registration takes no more than a minute and offers many benefits:
- 10% discount on your first order online or at the KM20 concept store;
- ability to quickly select delivery and payment methods;
- order tracking;
- managing your own wishlist;
- participation in the KM20 loyalty program.

How can I pay for my order?

The list of available payment methods depends on the delivery conditions and is displayed during checkout.

KM20 accepts the following payment methods:
- MIR cards;
- Visa, MasterCard, Maestro cards (issued in Russia);
- SBP;
- SberPay;
- Yandex Split (Yandex account and linked bank card are required);
- Yandex Pay (Yandex account and linked bank card are required).

When placing an order in the online store, only online payment is possible. Payment upon receipt is not available.

Can I cancel or make changes to my order?

Order changes or cancellations are possible if the order has not yet been handed over to the courier service.

We recommend verifying the accuracy of your order at the time of placement.
However, if you decide to make changes to your order or cancel it, please inform us as soon as possible by phone, chat, or at customers@km20.ru.

Which countries does KM20 ship to?

KM20 delivers across Russia as well as to other countries.

The current list of available countries is provided during checkout.

How much does shipping cost?

Shipping cost within Moscow is 500 ₽.
Express delivery within Moscow is calculated individually.
Shipping to Moscow Region and other regions of Russia is 800 ₽.

Shipping to countries of the Customs Union is 2000 ₽.

The cost of international shipping is determined by the selected courier service.

When will I receive my order?

MOSCOW:
Express delivery - takes approximately 2 hours and is available throughout the day, except on Saturdays and Sundays.
Standard delivery - for orders placed before 2:00 PM, delivery is on the next business day. For orders placed after 2:00 PM, delivery will be made in two business days.

REGIONS OF RUSSIA:
Standard delivery - Within 2-7 business days.

INTERNATIONAL:
Standard delivery - From 2 to 10 business days, depending on the chosen courier service.

Can I collect my order myself?

You can pick up your online order in person at KM20. The order will be available for pickup only after you receive a notification about its readiness via email or SMS.

How can I track my order?

You can track your order on the courier service’s website using the tracking number we send to your email address as soon as the courier picks up the order for delivery.

Order tracking is available only for deliveries arranged through the courier service.

Tracking for express delivery orders within Moscow is available in the Yandex GO app.

Can I return the item?

You can return a product of satisfactory quality purchased from the online store km20.ru within 14 days from the date of receipt. The product must retain its original condition, labels, tags, and packaging.

Refunds do not include shipping costs.

Returns should be sent to the following address: 125009, Stoleshnikov Lane, 2, Building 1, KM20 Store.

More details about returns

The full price of the order will be returned?

Full price will be returned except delivery costs and return delivery costs.

When will I receive my refund?

When returning an order, we will review the return request, and if approved, we will refund the amount using the same payment method used for the purchase. The review of return requests and the decision-making process may take up to 10 days.

Please note that the time it takes to receive the refund depends on the policies of your bank or the payment system used for the transaction.

Which items cannot be returned?

The following items of satisfactory quality cannot be returned: - personal hygiene items and products; - perfumery and cosmetic products; - underwear (bed linen, table linen, underwear, including swimsuits and sports bras); - hosiery products; - periodicals and non-periodical publications (books, magazines, calendars, sheet music, publications reproduced on technical media); - products made of precious metals, with precious stones, of precious metals with semi-precious and synthetic stones, and cut precious stones.

Are KM20 items authentic?

At KM20, you will find only authentic products sourced directly from the brands or their authorised partners. We guarantee the absence of counterfeits, so you can be confident in the authenticity of every item you purchase.

How can I change my phone number or email?

If you want to change your phone number or email, please contact our support service. Write to us in the online chat or at customers@km20.ru.