FAQ (Frequently Asked Questions)

Account
I have made an account, but I can't order?
That is correct, because we are a wholesaler we need to check if you are indeed an entrepreneur. We need to approve your account by hand, after this you can place an order.  

I am already a customer at one of your showrooms, do I still need to register for an account?
Yes, even when you are a showroom customer you still need to register for the webshop.

I had my own account at the old webshop, do I need to make a new account?
Yes, due to privacy it was not possible to transfer the accounts. So you need to make a new account, this is your own account right away and you can choose you own login details.
 
I forgot my password, what to do?
You can click the "forget my password" link at the login screen. Follow the steps on the screen to reset your password.
 
Orders
Is there a minimum order amount?
Yes, we maintain the same minimum order amount in our webshop as in our showrooms; € 50,- excluding VAT and shipping. You can't place an order below € 50,-

Will the items that aren't in my order be delivered later?
No, we don't do backorders. If the item is no longer in stock, it is sold out.

Can I add an item after placing my order?
Once an order is placed, it isn't possible to add an item.

Do you have a showroom?
We do! We have seven showrooms: 2 in the Netherlands, 1 in Belgium and 4 in Germany. See showrooms for the addresses.

Is the main office a showroom?
No, the main office isn't a showroom. So it is not possible to buy jewellery there.

Is the VAT included in the prices?
Because we are a wholesaler, all the prices are without VAT. If you need to pay VAT you will see this in your shoppingcart where it is added.

Shipping
What is the delivery time of my order?
Orders placed and paid before 14:00 will be send the same business day.  Orders that are placed later, in the weekend or on a holiday will be send out the next business day.
Shipping takes one business day with the Netherlands and Belgium. And 2 business days for Germany. By choosing banktransfer the order is not paid for right away, these order will be send out once we have received the payment.

Do you deliver on Saturday?
No, we use GLS to send the parcels and they don't deliver on Saturdays.

How will my order be send?
Your order will be send with GLS. This is only possible to work- or business addresses (no PO box). If it is not possible to deliver your parcel, you will receive a note from GLS with instructions to make a new appointment.

Can I have my order delivered at another address?
Off course! Just make sure to fill in the address you want to receive your order at  "delivery address".
 
I made a mistake in my delivery address, what can I do?
You are responsabele for giving the correct information. But you can contact our customerservice  (klantenservice@kannai.nl or by telephone +31(0)302676204 (working hours monday to friday 10:00-18:00)) If possible we will adjust this for you. Please note that if your order is already sent this may cause a delay.

Do I need to pay shipping costs?
Within the Netherlands shipping is free with orders of € 150,- and higher.
To Belgium and Germany shipping is free with orders of € 200,- and higher.
(excluding VAT)