Frequently Asked Questions
Welcome to the frequently asked questions of KENN®.
Here you will find answers to the most frequently asked questions about our products. Do you have a specific question? Feel free to contact us. We are happy to help you!
General questions
What is the delivery time for my order?
What is the delivery time for my order?
Orders placed before 5:00 PM will be shipped the same business day. The delivery time is on average 1 to 2 business days. You will receive a track & trace code to follow your order!
Can I pick up my order?
Can I pick up my order?
Unfortunately, it is currently not possible to pick up your order.
Can I return my order?
Can I return my order?
Yes, you can return your order within 30 days if the product is unused and in its original condition. Please check our returns page for more information.
Who pays the return costs?
Who pays the return costs?
The costs for returning an item are at your own expense, unless the item is defective or incorrectly delivered. We implement this policy to prevent unnecessary returns, because with our products, it applies: what you see is what you get. Always contact us first in case of problems, so we can assist you!
Do you offer a warranty on KENN® products?
Do you offer a warranty on KENN® products?
Of course, we offer a warranty on our KENN® products:
- LED candles on batteries: 1 year warranty on technical parts, such as the flame.
- Rechargeable candles and products: 2 years warranty.
It is important to carefully review the manual for a clear overview of what is covered under the warranty. Damage or defects caused by improper use or personal actions are not covered by the warranty.
"Not sure? Feel free to contact us so we can look for a solution together!"
How do I contact customer service?
How do I contact customer service?
You can easily reach us via email (hello@bykenn.eu) or by filling out the contact form on our website. Our team is ready to help you with all your questions, whether it's about advice, support, or an issue with a product. We strive to respond quickly so that you are helped as soon as possible!
Where can I find the manual for my product?
Where can I find the manual for my product?
To save paper and protect the environment, our manuals are easily available online. Visit our manuals page to view or download the instructions for your product.
Sold out? When will it be back in stock?
Sold out? When will it be back in stock?
"We do not have a fixed restock date, but you can always ask us when we expect something to be back in stock. Is a product no longer on the website? Then it is out of our inventory. You can also contact us about that on our contact page."
What to do in case of a defective part or item?
What to do in case of a defective part or item?
"We are sorry that you received a defective item. Please contact our customer service and send a photo of the defective product (or part) along with your order number. We will ensure that we resolve the situation quickly and professionally."
Defects that fall within the warranty period will be replaced free of charge. Outside the warranty period, we are happy to advise you on possible solutions.
Where can I find the invoice for my order?
Where can I find the invoice for my order?
'The invoice is attached to your order confirmation in your email. Check your inbox (and possibly the spam folder) for the order confirmation, which has the invoice as an attachment.'
Can't find the email? Then contact us, and we will help you further!
How can I make use of discounts or discount codes?
How can I make use of discounts or discount codes?
During the checkout process, you can enter your discount code in the designated box. The discount will then be automatically applied to your total amount. Make sure that the code is still valid and check the terms and conditions.
"Are you having trouble entering the code? Feel free to contact us!"
Questions about candles
Are the KENN® candles safe?
Are the KENN® candles safe?
Yes, our LED candles are completely safe! 💡 They have no open flame, which means there is no risk of fire hazard or smoke development. Moreover, all our products meet the strictest safety standards and are equipped with CE and RoHS certifications.
- CE mark: This indicates that our LED candles comply with European regulations and are safe to use.
- RoHS certification: This means that our products are free from hazardous substances, and therefore safe for you and the environment.
"Our LED candles are ideal for families with children, pets, or for use in areas where real candles are not allowed."
How long does the battery of the KENN® candles last?
How long does the battery of the KENN® candles last?
The battery life of a KENN® LED candle is entirely dependent on the settings you use. The brightness setting plays the biggest role in this: the brighter the light, the faster the battery drains.
- Rechargeable LED candles: Our rechargeable models currently achieve about 80 hours of burn time per full charge. When the battery is empty, you can easily recharge it with the included charger.
- LED candles on CR2450 button cell batteries and AA/AAA batteries: Candles that operate on CR2450 button cell batteries or AA/AAA batteries can last for about 200 hours of burn time, depending on the brightness and usage. When the battery is empty, you can easily replace it with a new one.
Additionally, it is good to know that KENN® currently has one of the most energy-efficient LED candles on the market. Thanks to our latest technology, our candles consume much less energy than other LED candles, resulting in a longer battery life and less impact on the environment.
Not using the candle for a while? Then set the switch to 'OFF'. Even in standby mode, the candle continues to consume battery. By completely turning off the candle, you can optimally preserve battery life.
By setting the candle to a lower brightness and adjusting the timer, you can further extend the battery life.
Can I control the KENN® candles remotely?
Can I control the KENN® candles remotely?
Yes, many of our KENN® LED candles come with a handy remote control. With this, you can easily turn the candles on and off, adjust the flicker frequency, and even control the brightness.
- Timer settings: You can also set the timer function (2, 4, 6, or 8 hours) for even more convenience.
- Flicker intensity: The flickering can be adjusted to your liking, allowing you to create the perfect atmosphere.
With the remote control, you can easily operate your KENN® LED candles from a distance, without having to touch them physically. Please refer to the manual for a detailed explanation of all the functions and settings of the remote control.
How does the timer function work?
How does the timer function work?
Almost all KENN® LED candles are equipped with a timer function that you can set via the remote control. The timer is available in the settings 2 hours, 4 hours, 6 hours, or 8 hours. This means that you can let the candle burn for a certain period of time and it will then automatically turn off.
- Set the timer and the candle will automatically go out after the chosen time (for example, 6 hours).
- Daily restart: The candle automatically turns back on at the same time the next day.
The timer function is a handy way to use your candles without having to remember to turn them off.
Do KENN® candles give the same warm light as a real candle?
Do KENN® candles give the same warm light as a real candle?
Our LED candles are designed to provide a realistic, warm flickering light that is hardly distinguishable from a real candle. We have done our best to match the color as closely as possible to real candlelight, so that the effect is natural and atmospheric.
With the remote control, you can adjust the flicker to your own preference, allowing you to create the perfect atmosphere.
What are the dimensions of the KENN® candles?
What are the dimensions of the KENN® candles?
The KENN® candles have the following dimensions: dinner candles have a diameter of 2.2 cm, standard tealights 4.1 cm, rechargeable tealights 3.9 cm, and pillar candles 5 cm. The heights of our LED candles and tealights can be found on the product pages. 🔥
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More about KENN®
As a family business, we have been bringing luxury LED candles & home decor to the market since 2020. Read our full story here! ✨
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