1. Return eligibility
If you wish to request a return, contact Kisvy within 7 calendar days of delivery. Items should be unused, unworn, unwashed, and returned in their original condition with tags and packaging intact. Please wait for return instructions before sending an item back.
2. Items that may not be returnable
Custom-made or personalised pieces, altered garments, hygiene-sensitive items, and clearly marked final-sale products may not be eligible for return except where required by applicable law or where an item is faulty or incorrect. The applicable terms will be explained before a custom order is accepted.
3. How to request a return
Email [email protected] with your order reference, the item you wish to return, and the reason. Kisvy will review the request and provide the next steps and return address where eligible. Do not send items to an address until return instructions are provided.
4. Refund processing
Once an approved return is received and inspected, Kisvy will notify you of the outcome. Approved refunds are issued to the original payment method where possible. Processing time can depend on the payment provider or bank. Any delivery charge refund will be handled according to applicable law and the circumstances of the return.
5. Damaged, faulty or incorrect items
Contact support as soon as reasonably possible and include your order reference and clear photographs of the issue. This does not affect any rights you may have under applicable consumer law.
6. Exchanges
Exchanges depend on available stock. If an exchange is not possible, Kisvy will explain the available options. A replacement is not confirmed until the request has been reviewed.
7. Custom design orders
Custom design work begins only after the design, quote, schedule and payment terms are agreed. Any cancellation, fitting, alteration and refund terms for a custom order will be confirmed in writing before work begins.
Policy terms should be checked against the laws and fulfilment practices that apply to Kisvy's operating location and customer markets before the store accepts live orders.