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Return & Refund Policy

Thank you for shopping with Kafiloe, we hope you can have a pleasant shopping experience in our store. 

If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you. Please don't hesitate to contact us via email: support@kafiloe.com

Order Cancellation:

Your order will be fully refunded if it’s canceled within 1 hour of purchase. If you decide to cancel/change the order, please email us. We will NOT accept order cancellation requests after 1 hour of purchase.

Return & Refund Policy:

1.You have 21 days to decide if an item is right for you, if you would like to return or exchange the item please contact us within 21 days of delivery. 

Explanation: You have 14 days to decide if an item is right for you, if you would like to return or exchange the item please contact us within 14 days of delivery. Return is valid within 7 days once the request is approved by support team.

2.The following items cannot be returned or exchanged: gift cards, bodysuits, lingerie sets & sleepwear, swimwear, underwear (including women's shape-wear and body shapers)

Attention: If you place an order under the pre-order collection, we will assume you agree to the delayed shipment (normal processing time is 1-5 days, pre-order collection will require 10-15 days). Refund requests due to delayed shipping will not be accepted. However, if we fail to ship within the specified delay, a full refund will be issued, along with a $5 gift card as compensation.

3.The Final sale items (45% off or more) cannot be returned. Items marked clearance are non-returnable.

Attention: If an order meets this condition by using a gift card and a discount code (45% off or more), the order is also not eligible for return.

4. We do not provide prepaid return labels and you are responsible for covering shipping costs to the unwanted return. 

5.All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any garments that appear to have been worn, washed, or altered in any way will not qualify for a refund.

6.Any parcels returned to us due to the customer refusing to pay customs charges/taxes, full refund is not acceptable. We only accept 30% refund of the order in this case. For orders we help to pay the taxes (either import or export taxed), we only accept 50% refund of the order.

 

KAFILOE'S Responsibility:

We're responsible for re-sending a replacement at our expense or refund in full the original product price and its shipping if wrong item/size/color or defective/damaged item has been sent. Damaged, defective, or incorrect items must be reported within 7 days of delivery.

Once we receive the item, we will refund in full the original product price and its shipping or resend for free a replacement at our expense.

*Note:This solution is effective only when Kafiloe is responsible for shipping the wrong item/size or defective/damaged item.


Customer's Responsibility:

1.Incorrect order(size of item)

If the customer has ordered an incorrect size or product, we can allow a return&refund. If customer chooses a return, the customer will be responsible for the shipping fee both ways (to and from our warehouse) for an exchange. If customer chooses a refund, please contact our Customer Service, we will help you to solve this. (Customer Service email: support@kafiloe.com )

*Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

2.Unwanted item

If the customer decides that they no longer want the item or simply want to exchange the item, they can report this to us within 21 days of receiving the product for return.

*Note:Return shipping fee is paid by customers.

3.Wrong shipping address provided

If the customers put incomplete address or wrong address, they're responsible for the order lost, and we don't refund the order.

Return Process:

1. Please contact us and indicate the return reason, along with your order number. For defective, incorrect items, please attach a picture.

2. All returns must be approved by our customer service team. We'll send you the nearest warehouse for the return.

3. Returns are processed within 5 days after we receive your package. The refunded amount is credited back using the original payment method.