Refund policy

Returns Policy

We hope you are delighted with your purchase; however we will accept returns of items purchased at full price within 30 days of the receipt of your order, should you wish for an exchange or refund.

Please ensure the item(s) are in their original condition and packaging, with all tags attached. Ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been damaged or worn.  

Please note:

We do not accept returns on discounted items (sale & outlet) for refund, exchange or credit

All returns must be registered within 30 days of receiving your order

Returns from multiple orders cannot be combined

Any returns received in unsaleable condition will not be refunded and returned to the customer at the rate of our standard shipping charge

Any unauthorized order returned to the warehouse will be returned to the customer at the rate of our standard shipping charge

If you have received a damaged, faulty or incorrect item please contact our Client Experience team before returning

Refunds:

Refunds are processed within 14 working days of receipt to allow for inspection onto the original method of payment (credit card or Paypal account). We cannot facilitate with refunds to a third party. You will receive an email once your order has been refunded.

Refunds of split and part-paid orders are processed to your original payment methods in the sequence that the original order payment was made. If your order is part-paid with a gift card or voucher, this balance will be refunded before any cash refund as this payment was taken first.

Exchanges:

We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 30 days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website or alternatively, please get in touch with us.

 

Non-returnable:

Sale items are final, we do not accept returns. 

Please note that exchanges on Kalena Kai Swimwear are only offered if the product remains unopened with the tamper seal in place.