RETURNS & EXCHANGES
Return & Exchange Policy
We want you to love your KAIA designs! If for any reason you need to make a return or exchange - please be sure to request this via email within 7 days of receiving your order. Email firstname.lastname@example.org to request your return.
You may use a carrier of your choice to ship your items to us once you have completed your return request and it has been approved by us. This will be at your own cost.
If you'd like to EXCHANGE your item for another size - we will gladly process this and send your new size to you without charging any new handling or shipping costs. This applies for the first exchange per order only.
All clothing must be returned in their original condition with the tag attached in its original format. This includes unused, unaltered, undamaged, stain free, free of pet hairs, without body odours and fragrance free.
All clothing marked as final sale are not eligible for return for refund, exchanges, or store credit. Final Sale are items bought from our Sale Section, Accessories, Jewellery, Swimwear, and Bodysuits categories. If such items are returned a £5 fee + shipping costs will be charged for the items to be returned back to you.
For Returns: Upon the delivery of your returned shipment, a refund will be issued back to your original form of payment type, excluding shipping and handling costs (£5). If you return items from an order that was credited with free shipping - the shipping costs will be deducted from the refund.
In the event your item is damaged or defected when you receive it (we're sincerely sorry!) please submit a Return Request within 7 days of receiving the order to report the damage. Our team will be happy to assist you!
How to return your items?
It's very simple - follow the steps below to ensure you have a successful return:
1) Ensure your items are refundable. We accept returns within 7 days of the delivery date as long as the item has all original tags still attached and is unwashed, unworn and free of any stains, animal hairs or odours. Item must not be a final sale item. Other exclusions may apply. View our Terms & Conditions.
2) Send us an email at email@example.com requesting a refund. We will respond with a short form we need you to fill out in order to process your return. Once we receive this information we will get back to you within 3 business days to confirm your return request. Please note the refund is still subject to the condition of clothing upon return.
3) Send your return via a carrier of your choice to our sorting address in the United Kingdom, this will be at your own cost. Please include a note within the return parcel with your name and order number. We recommend packing your returned items securely so they arrive back to us undamaged.
Once we receive your returned package we will process it within 7-10 business days. A confirmation email will then be sent to you to confirm your refund or exchange, and from there the refund amount will be sent to your card. Please note the time-frame for when you will see the money back into your account varies depending on your bank.
Have more questions? See below for our Frequently Asked Questions about processing a return.
Is my item refundable?
Yes however some exclusions may apply. We gladly accept returns that are requested via email within 7 days from the date of delivery. Note items must be in brand new condition with original tags still attached, free of any stains or odours or pet hairs. Final sale items include swimwear, intimates, jewellery and accessories, which aren’t eligible for returns or exchanges.
Do I have to pay for return postage?
Unfortunately, we do not offer prepaid return labels at this time. You may use a carrier of your choice to ship your items to us once you have completed your return through our Portal. We suggest obtaining a tracking number for your shipment as we are not held liable for lost parcels en route back to us.
Can I return separate orders in one parcel?
You may request to do this when you send us your Return Request and depending on the orders details we will let you know if it's possible in this particular case.
How long does it take to process my refund?
Your refund will be processed within 7-10 business days of us receiving your parcel. The refund will go back in the original form of payment used to place your order. A confirmation email will be sent to you once the parcel does process.
When will I see the funds back into my account?
Refunds do require roughly 7-10 business days to process with us however we do suggest contacting your financial institution for more information on when the amount will be posted to your account. Each bank does have varying processing times.
Require further assistance? We'll be happy to help! Simply send us an email at firstname.lastname@example.org . A response will be made within 1-2 business hours from your most recent inquiry.