RETURN & EXCHANGE

RETURN POLICY

  • Merchandise must be returned within 30 days
  • Merchandise must not be worn, altered, or washed
  • Merchandise must have all tags attached
  • Footwear must include the original shoebox in its original condition, without postal labels.
  • Please note: Shipping and handling charges are not refundable
  • In the case that your purchase is defective, you might be entitled to a claim.

Please note:

  • If you do not use the provided prepaid return label you are responsible for the goods until they reach our warehouse.
  • If you receive a damaged parcel with missing item(s) we need photographic evidence of this. Please send a photo to us at customer service so we can investigate this further.

 If you return a used, worn or washed item that are not approved in our quality control, we can not send the item back to you.

RETURNS

How do I return an item?

We try to make sure everything we sell will makes you happy, but if you do ever need to send anything back to us, you can find return instructions on the return note that will be put in your package, or check out our Return Policy. When you return something, it is important that you save your return tracking number, as this proves that you sent it back to us if it gets lost in transit. 

I have received a faulty item

We don’t want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please return the items to us within 30 days of receiving your package. Should you contact customer service please let us know the following details: your order number, product code/product name and details of the faulty item(s).

I have received an incorrect item

If you have received an incorrect item, we sincerely apologize. Please return the items to us within 30 days of receiving your package. Should you contact customer service please let us know the following details: your order number, product code/product name and details of the faulty item(s).

Have you received my return?

It takes around 15 working days for us to receive and process your return.

When will I receive my refund?

Refunds will be processed within 5 days after we receive your items in the warehouse.  Please note that it may take 5-10 working days for the refund to appear in your bank statement and this is dependent on the card issuers and are out of our control. We will credit your refund to the same card you used when you placed your order. If we can’t do this (i.e. if the card has been declined, cancelled or has expired), please contact Customer Service and we will refund your money through a bank transfer.

You have refunded me the wrong amount

If you think you have been refunded the wrong amount please contact the Customer Service team stating your order number and the required refund amount.

Please note: Delivery charges are non-refundable so you will be refunded the full value of the items returned less the delivery charges.

Why have you not refunded the return postage charge?

If you use the prepaid return label included in your package your return is free of charge. However, if you choose to not use the prepaid return label, please be aware of that you are responsible for any return costs and the parcel until it reaches our warehouse.

Need a different size/color?

In order to service you most efficiently, we no longer offer merchandise exchanges in the traditional sense.  With our free delivery*, you will get the right size or color fastest if you simply place a second order.  Once we receive your return, we will credit your account.

What happens to my store credit when I return item(s) from my order?

When you return item(s) from an order where store credit were used as a payment method; you will get refunded in store credit, or partly store credit and partly cash, depending on the way you paid for the order.

Who do I contact if I have other questions?

Please feel free to contact our Customer Service at: [email protected] or Tel: 358-4080-91764

REFUND & PROCESSING TIME

Please note, it can take approximately 15 business days for us to receive your return to our warehouse in Finland. We strongly encourage you to use our prepaid return label included in the parcel and to keep your receipt as a proof of postage. Your refund will be processed in the original form of payment within 2 business days as soon as we have received your item(s) in the warehouse. You will be notified via email to the address listed on your account when this transaction has taken place. Your banking institution may require additional days to process and post this transaction to your account once they have received the information from Kipfashion.

Need a different size/color?

In order to service you most efficiently, we no longer offer merchandise exchanges in the traditional sense.  With our free delivery*, you will get the right size or color fastest if you simply place a second order.  Once we receive your return, we will credit your account.

*Free Shipping requires minimum purchase

Returns –  Follow these steps if you want to return your item(s)

Step 1: Fill out the return form and pack your items securely. Cover up or remove the original shipping label and old bar code on the package.
 
NOTE: When returning shoes, the shoe box may not be used as a shipping box alone.

Step 2: Send the return form with the item(s) you wish to return.

Step 3: Attach the return label to the package. NOTE: If you are not using the provided postage-paid return label you are responsible for your items until they reach our warehouse. Remember to ask for a receipt when you drop off your package at the Post Office / Parcelforce centre, so that your package is insured. It is free to return your package when you use the return label from GLS.

Step 4: Send your package from the nearest Post Office / Parcelforce centre.

Complaints – If there is something wrong with the product
Your purchase is covered by the Sale of Goods Act, including rules regarding defects. This means that you can either have a faulty product repaired or replaced, receive a refund or reduction in price, depending on the specific situation.
Of course it is a requirement that the complaint is justified and that the defect is not caused by incorrect use of the product or other incorrect conduct.

You must contact us within a “reasonable period”
 You must make your claim within a “reasonable period” after you have discovered the defect. We recommend that you claim as soon as possible and within 2 months of the defect being discovered. You can claim by contacting us via email at [email protected] or by telephone on +358 40809 1764. 
So that we can assess your claim, we will ask you the following:

  1. Send us a brief description of how the damage or defect occurred. Please note that you should contact us as soon as you discover the defect.
  2. To document the defect you must send 4-5 photos together with the description. The defect must be clear from at least one of the photos. Additionally, make sure that your photos show the entire product, from the front and back (with shoes include a photo of the soles).
  3. Send the photos via email to [email protected]
  4. Please indicate the order number for the item, or attach a copy of the order confirmation / receipt
  5. After we receive your photos, we will deal with your claim as soon as possible. 

If you are returning faulty item(s), Kipfashion.com will send you a prepaid return label.

If the claim is justified, we will refund your reasonable shipping costs incurred when sending the item back to us. Otherwise, you must bear all costs of transport, including our shipping costs for returning the item after the investigation and we may charge you up to 10 euros for examination of the items. 
 
Remember that the item must always be well packaged and you must get proof of postage. 
 
You are responsible for the package / items until received by us. So keep the postal receipt including information on shipping costs and if applicable the track and trace number.
 
Please note! We do not accept packages sent COD or similar.