At Kaiia Online Shop, we want you to love your purchase. If you’re not completely satisfied with your order, we’re here to help with a straightforward returns and exchanges process.

Key Information:
  • Return Window: 15 days from delivery date
  • Condition: Items must be unworn, unwashed, and with original tags attached
  • Return Shipping: Customer responsible for return shipping costs
  • Refund Processing: 5-10 business days after we receive your return

Return & Exchange Process

Step 1: Initiate Your Return/Exchange

To begin the process, please email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Kaiia Customer Service Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Name: [Your Full Name] Email: [Your Email Address] Item(s) to Return/Exchange: [Product Name(s) and SKU if available] Reason for Return/Exchange: [Please provide details] I understand and agree to the terms of your returns policy. Best regards, [Your Name]

Step 2: Wait for Authorization

Our team will respond within 24 hours during business days with:

  • Return authorization number
  • Shipping instructions and return address
  • Further instructions if applicable

Step 3: Package and Ship Your Return

Please ensure:

  • Items are in original condition with tags attached
  • Include the original packing slip or order confirmation
  • Write your return authorization number on the outside of the package
  • Use a trackable shipping method (we recommend insurance for valuable items)

Step 4: Processing

Once we receive your return:

  • We’ll inspect the items within 2-3 business days
  • You’ll receive email confirmation when your return is processed
  • Refunds or exchanges will be processed accordingly

Refund Information

Refund Timeline

Refunds are processed within 5-10 business days after we receive and inspect your return. The timing depends on your payment method and financial institution:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
  • PayPal: 3-5 business days to reflect in your account

What’s Refunded

You’ll receive a refund for the cost of the returned items. Original shipping fees are non-refundable, and return shipping is at your expense.

Exchange Information

We’re happy to exchange items for a different size or color, subject to availability. If the item you want is not available, we’ll process a refund instead.

For exchanges:

  • We’ll ship the new item once we receive your return
  • You’ll be responsible for shipping costs for the new item
  • Price differences will be charged or refunded as applicable

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Underwear & Nightwear (for intimate apparel and sleepwear)
  • Swimwear (if the hygiene seal has been removed)
  • Face + Body products (skincare and body care items)
  • Jewellery & Watches that have been personalized or engraved

These items may only be returned if they are faulty or not as described.

International Returns

As we serve customers globally (excluding some Asian and remote regions), please note:

  • You are responsible for any customs duties or taxes on returned items
  • We recommend marking the package as “Returned Goods” to avoid additional charges
  • Refunds will be issued in the original currency of purchase

Need Help?

Our customer service team is here to assist you with any questions about returns or exchanges.

Email: [email protected]

Response Time: Within 24 hours during business days

Business Address:
Kaiia Online Shop
2900 Lowndes Hill Park Road
Los Angeles, US 90017

This returns policy is designed to ensure a premium shopping experience while maintaining the quality and integrity of our fashion collections. Thank you for choosing Kaiia Online Shop.