Shipping policy
Kiviora.com
Thank you for choosing Kiviora.com. As a digital-only retailer, we do not ship physical goods. This policy explains how, when, and under what conditions your digital products are delivered, activated, and made usable. By placing an order with Kiviora.com, you acknowledge and agree to the terms outlined in this policy.
1. Digital Products Only
Kiviora.com specialises in digital products, including Xbox Game Pass Ultimate products, PC Steam keys, and other digital gaming products. All products sold through our website are delivered electronically. No physical goods are shipped, and there are no shipping fees or physical packaging.
1a. Countries We Serve
Kiviora.com delivers digital products exclusively to customers located in
Austria, Belgium, Estonia, Finland, Greece, Ireland, Latvia, Lithuania,
Luxembourg, the Netherlands, Portugal, and Slovakia. If an order is placed
from outside these countries, it may be cancelled and refunded in accordance
with our Refund Policy.
2. Delivery Method
Digital products purchased through Kiviora.com are delivered by e-mail to the address provided at checkout. Delivery instructions may vary slightly depending on the specific product purchased.
3. Delivery Timeframes
Digital products are delivered manually by email after payment confirmation, within 15 minutes. No physical shipping applies.
4. Order Processing and Verification
Before delivery, orders may be reviewed for payment verification, fraud prevention, and security purposes, as described in our Terms of Service. Certain orders may require additional processing time before fulfilment can be completed; Kiviora.com reserves the right to delay fulfilment where necessary to maintain a secure purchasing environment.
5. Delivery Confirmation
An order is generally considered delivered once the code or account access details, depending on the product purchased, have been sent to the email address provided at checkout and the order status has been updated to indicate completion. Delivery records maintained by Kiviora.com may be used to verify successful fulfilment.
6. Your Email Address and Spam Filters
Customers should ensure that their email address is entered correctly at checkout, their email account is capable of receiving messages, and messages from support@kiviora.com are not blocked or filtered. Customers are responsible for providing an accurate and accessible email address; Kiviora.com cannot be responsible for delivery delays resulting from incorrect email information.
If a delivery email is not visible within the expected timeframe, please check your Spam, Junk, or Promotions folder first — email providers occasionally filter delivery emails, and this often resolves the issue quickly.
7. Delivery Delays and Failed Deliveries
Occasional delays may occur, commonly due to payment verification reviews, fraud-prevention checks, technical interruptions, or third-party service disruptions. If you believe a product has not been delivered, please contact support@kiviora.com as soon as possible; our team may investigate delivery records, order history, and email transmission records, and may request additional information to assist with the investigation.
8. Product Activation
Delivery and activation or access procedures vary depending on the product purchased. Depending on the product, you may receive a code or account access details and may need to follow the delivery and activation or access instructions applicable to that product. These may include code redemption via the Microsoft Store, Xbox app, Steam, or another relevant platform; use of a compatible account for the product's region; the absence of a conflicting active subscription; and any additional platform-specific steps. Detailed instructions are included with delivery or provided on the relevant product page.
Customers should follow the instructions applicable to the specific product carefully and promptly. Where a product is a digital code, the code may be time-limited and Kiviora is not able to reverse a redemption once the code has been successfully applied to an account.
9. Platform Compatibility and Region Restrictions
Customers are responsible for reviewing all product information before completing a purchase, including product descriptions, platform requirements, activation instructions, and region restrictions. Compatibility requirements may vary depending on product type, platform generation, existing subscription status, publisher restrictions, and platform-provider requirements. Where applicable, region and compatibility information is displayed on the relevant product page, and customers are responsible for reviewing it before purchase.
If you are unsure whether a product is compatible with your account, platform, or region, please contact our support team before making a purchase. Refund requests based solely on regional incompatibility, unsupported devices, or failure to review product information may not qualify for a refund where such information was disclosed on the product page - see our Refund Policy for further detail.
10. Product Information Changes
Kiviora makes reasonable efforts to provide accurate product information. However, activation requirements, publisher policies, platform requirements, and regional restrictions may occasionally change without notice due to factors outside our control (including changes made by Microsoft, Valve/Steam, or other publishers). Such changes may occur after a product has been purchased, and Kiviora is not responsible for activation limitations or compatibility changes introduced by these third parties.
11. Customer Responsibilities
Customers are responsible for providing accurate information during checkout, monitoring their email account, following delivery and activation instructions, and reviewing product requirements before purchase. Failure to comply with these responsibilities may impact the delivery and activation experience.
12. Activation and Delivery Assistance
If you experience difficulties with delivery or activation, our support team will make reasonable efforts to assist you. You may be asked to provide your order number, screenshots, error messages, account region/country, or other relevant information to help us investigate efficiently.
13. Contact Us
If you have questions regarding delivery, activation, or region compatibility, please contact our support team:
Customer Support: support@kiviora.com Support Hours: Monday – Saturday, 9 AM – 9 PM (CET)
We are committed to providing timely assistance and helping customers resolve delivery- and activation-related issues as efficiently as possible.
Kiviora.com is operated by Marta Zamojska.
Company: Marta Zamojska
VAT UE: PL8262225537
REGON: 540143342
Gen. Andersa 22, 08-450 Łaskarzew, Poland