{"id":1002,"date":"2018-07-09T11:19:52","date_gmt":"2018-07-09T11:19:52","guid":{"rendered":"http:\/\/shoptimizer.local\/?page_id=824"},"modified":"2026-10-27T08:56:58","modified_gmt":"2026-10-27T08:56:58","slug":"customer-help","status":"publish","type":"page","link":"https:\/\/kzcomponentes.com\/en\/customer-help\/","title":{"rendered":"Help center"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"1002\" class=\"elementor elementor-1002\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0ebe750 e-con-full e-flex e-con e-parent\" data-id=\"0ebe750\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4977368 elementor-widget elementor-widget-shortcode\" data-id=\"4977368\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\t<div class=\"kz-ayuda\">\n\t\t<section class=\"kz-ayuda-hero\">\n\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1920\" height=\"760\" src=\"https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera.webp\" class=\"kz-ayuda-hero__img\" alt=\"Hands opening a KZ earphone case on a wooden table\" sizes=\"100vw\" fetchpriority=\"high\" loading=\"eager\" srcset=\"https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera.webp 1920w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-400x158.webp 400w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-1300x515.webp 1300w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-768x304.webp 768w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-1536x608.webp 1536w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-18x7.webp 18w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-990x392.webp 990w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-441x175.webp 441w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-1320x523.webp 1320w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-300x119.webp 300w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-800x317.webp 800w, https:\/\/kzcomponentes.com\/wp-content\/uploads\/2026\/10\/kz-centro-ayuda-cabecera-150x59.webp 150w\" \/>\t\t\t<div class=\"kz-ayuda-hero__c\">\n\t\t\t\t<p class=\"kz-ayuda-hero__k\">Help centre<\/p>\n\t\t\t\t<h1 class=\"kz-ayuda-hero__h\">How can we <strong>help<\/strong>?<\/h1>\n\t\t\t\t<p class=\"kz-ayuda-hero__p\">Orders, shipping, returns and warranty. If you can&#039;t find your answer, write to us.<\/p>\n\t\t\t\t<div class=\"kz-ayuda-hero__b\">\n\t\t\t\t\t<a class=\"kz-ayuda-btn kz-ayuda-btn--lima\" href=\"mailto:contacto@kzcomponentes.com\">Write to us<\/a>\n\t\t\t\t\t<a class=\"kz-ayuda-btn kz-ayuda-btn--linea\" href=\"https:\/\/kzcomponentes.com\/en\/rastrea-tu-pedido\/\">Track my order<\/a>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/section>\n\n\t\t<section class=\"kz-ayuda-datos\">\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-dato\"><strong>Free shipping over \u20ac50<\/strong><span>Below \u20ac50, shipping costs \u20ac2.49.<\/span><\/div>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-dato\"><strong>4-7 working days<\/strong><span>From when you get the tracking number.<\/span><\/div>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-dato\"><strong>30 days to return it<\/strong><span>Write to us and we&#039;ll tell you how.<\/span><\/div>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-dato\"><strong>3-year legal warranty<\/strong><span>On every product.<\/span><\/div>\n\t\t\t\t\t<\/section>\n\n\t\t<nav class=\"kz-ayuda-temas\" aria-label=\"Topics\">\n\t\t\t\t\t\t\t<a href=\"#envios\">Orders and shipping<\/a>\n\t\t\t\t\t\t\t<a href=\"#devoluciones\">Returns<\/a>\n\t\t\t\t\t\t\t<a href=\"#garantia\">Warranty<\/a>\n\t\t\t\t\t\t\t<a href=\"#pagos\">Payments<\/a>\n\t\t\t\t\t\t\t<a href=\"#cuenta\">Your account<\/a>\n\t\t\t\t\t\t\t<a href=\"#uso\">Using your in-ears<\/a>\n\t\t\t\t\t<\/nav>\n\n\t\t<div class=\"kz-ayuda-secs\">\n\t\t\t\t\t\t\t<section class=\"kz-ayuda-sec\" id=\"envios\">\n\t\t\t\t\t<h2 class=\"kz-ayuda-sec__h\">Orders and shipping<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>How long does my order take?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>When your order ships, we email you the tracking number. From then on, delivery takes <strong>4 to 7 working days<\/strong>.<\/p><p>If 7 working days have passed since you got the tracking number and it hasn't arrived, write to <a href=\"mailto:contacto@kzcomponentes.com\">contacto@kzcomponentes.com<\/a> with your order number.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>How much is shipping?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>\u20ac2.49. It's free on orders over \u20ac50.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>Where do you ship?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>To all of Spain (including the Canary and Balearic Islands, Ceuta and Melilla), the rest of the European Union, the United States, Canada and Latin America.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>What if I&#039;m outside Spain?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>The 4-7 working days are for Spain; other countries may take a bit longer, and you track it the same way with your tracking number. Shipping costs the same: \u20ac2.49, free over \u20ac50.<\/p><p>Outside the European Union, your country's customs may charge import taxes or duties when the parcel arrives. Those charges are paid by you.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>How do I track my order?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>With the tracking number we email you when it ships. You can also check it on <a href=\"https:\/\/kzcomponentes.com\/en\/rastrea-tu-pedido\/\">Track your order<\/a> or in <a href=\"https:\/\/kzcomponentes.com\/en\/my-account\/\">My account<\/a> &gt; Orders.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>Will everything arrive in one parcel?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>Not always. If your order ships in more than one parcel, each one has its own tracking number and there is no extra cost.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>Can I change the address or cancel my order?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>Yes, as long as it hasn't shipped. Write to <a href=\"mailto:contacto@kzcomponentes.com\">contacto@kzcomponentes.com<\/a> as soon as possible with your order number. If it has already shipped, you can return it once you receive it.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t<section class=\"kz-ayuda-sec\" id=\"devoluciones\">\n\t\t\t\t\t<h2 class=\"kz-ayuda-sec__h\">Returns<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>Can I return it?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>Yes, you have <strong>30 days<\/strong> from when you receive it. Write to <a href=\"mailto:contacto@kzcomponentes.com\">contacto@kzcomponentes.com<\/a> with your order number and we'll tell you how to send it. It must be in perfect condition, with all its accessories and in its box.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>Who pays for the return shipping?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>If you change your mind, the return shipping is on you. If it arrives broken or faulty, or we sent you the wrong product, it's on us.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>When do I get my money back?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>We refund you with the same payment method as soon as we receive the product.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>It arrived damaged or it&#039;s not what I ordered<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>Sorry about that. Write to <a href=\"mailto:contacto@kzcomponentes.com\">contacto@kzcomponentes.com<\/a> with your order number and photos of the product and the packaging, and we'll send you the right one or refund you, at no cost to you.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t<section class=\"kz-ayuda-sec\" id=\"garantia\">\n\t\t\t\t\t<h2 class=\"kz-ayuda-sec__h\">Warranty<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>What warranty do they have?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>All products have the <strong>3-year legal warranty<\/strong>. It covers manufacturing defects, not knocks or misuse.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>They stopped working: what do I do?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>Write to <a href=\"mailto:contacto@kzcomponentes.com\">contacto@kzcomponentes.com<\/a> with your order number and a photo or video of the problem. We'll repair, replace or refund them.<\/p><p>Tip: if only one side sounds or it cuts out, try another cable first. Most KZ models have a detachable 2-pin cable and it's the part that suffers most (<a href=\"https:\/\/kzcomponentes.com\/en\/product-category\/accesorios-auriculares\/cables-auriculares-kz\/\">see cables<\/a>).<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t<section class=\"kz-ayuda-sec\" id=\"pagos\">\n\t\t\t\t\t<h2 class=\"kz-ayuda-sec__h\">Payments<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>How can I pay?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>With a Visa or Mastercard card, Apple Pay or Google Pay. Payments go through Stripe: we never see or store your card details.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>Can I pay in instalments?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>Not for now.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t<section class=\"kz-ayuda-sec\" id=\"cuenta\">\n\t\t\t\t\t<h2 class=\"kz-ayuda-sec__h\">Your account<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>Do I need an account to buy?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>No. You can buy as a guest.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>How do I create an account?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>In <a href=\"https:\/\/kzcomponentes.com\/en\/my-account\/\">My account<\/a> &gt; Register, enter your email and we'll send you a link to set your password. From your account you can see your orders and save your address.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t\t\t<section class=\"kz-ayuda-sec\" id=\"uso\">\n\t\t\t\t\t<h2 class=\"kz-ayuda-sec__h\">Using your in-ears<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>Can I use them to play live or at rehearsal?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>Yes. Connect them to an in-ear bodypack that gets a mix from the desk, or to the desk's headphone output. With a cable there is no delay. <a href=\"https:\/\/kzcomponentes.com\/en\/product-category\/kz\/auriculares-estudio-escenario\/\">See in-ears for musicians<\/a>.<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t\t\t<details class=\"kz-ayuda-q\">\n\t\t\t\t\t\t\t<summary>Which ear tips should I use?<\/summary>\n\t\t\t\t\t\t\t<div class=\"kz-ayuda-q__a\"><p>The ones that seal your ear without pressing. If you hear little bass or outside noise, try a bigger size. Foam tips isolate a bit more than silicone ones (<a href=\"https:\/\/kzcomponentes.com\/en\/product-category\/accesorios-auriculares\/almohadillas-auriculares-kz\/\">see ear tips<\/a>).<\/p><\/div>\n\t\t\t\t\t\t<\/details>\n\t\t\t\t\t\t\t\t\t<\/section>\n\t\t\t\t\t<\/div>\n\n\t\t<section class=\"kz-ayuda-contacto\">\n\t\t\t<h2>Can&#039;t find what you need?<\/h2>\n\t\t\t<p>Write to us at <a href=\"mailto:contacto@kzcomponentes.com\">contacto@kzcomponentes.com<\/a> with your order number. We answer within 24-48 working hours.<\/p>\n\t\t\t<a class=\"kz-ayuda-btn kz-ayuda-btn--lima\" href=\"mailto:contacto@kzcomponentes.com\">contacto@kzcomponentes.com<\/a>\n\t\t<\/section>\n\t<\/div>\n\t<style>\n\t.kz-ayuda{font-family:Montserrat,sans-serif;color:#111;margin:0 0 40px}\n\t.kz-ayuda *{box-sizing:border-box}\n\t.kz-ayuda a{color:#111;text-decoration:none;font-weight:600;border-bottom:2px solid #d7fc00}\n\t.kz-ayuda-hero{position:relative;overflow:hidden;background:#0f0f0f;min-height:440px;display:flex;align-items:center;margin:0 calc(50% - 50vw);width:100vw}\n\t.kz-ayuda-hero__img{position:absolute;inset:0;width:100%!important;height:100%!important;max-width:none;object-fit:cover;object-position:right center}\n\t.kz-ayuda-hero::before{content:\"\";position:absolute;inset:0;z-index:1;background:linear-gradient(90deg,rgba(15,15,15,.92) 0%,rgba(15,15,15,.7) 38%,rgba(15,15,15,0) 72%)}\n\t.kz-ayuda-hero__c{position:relative;z-index:2;width:100%;max-width:1170px;margin:0 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