Returns, Exchanges & Refunds
Thank you so much for shopping with Kuwaii. We really value your custom and appreciate your order! At Kuwaii we take great pride in our reputation for quality and excellent fit, and our products that are considered an alternative to fast fashion. In the instance that you need to return or exchange one of your items, please follow the steps below.
How To Return Your Order
At Kuwaii, we are happy to offer you the option to exchange either online or in one of our stores, to make the returns process as simple and stress-free as possible.
Please follow the below instructions based on how you would like to return your item.
Returning your online order by mail:
1. Email online@kuwaii.com.au within your intention to return your item, strictly within 24 hours of delivery of your order. Please include your order number, and whether you wish to exchange, credit or refund
2. Follow the ‘Conditions of Return’ below
3. Our online team will provide you with postal instructions and a Returns Authorisation number (RA#), which must be included with your returned item, written on the original paperwork.
— Do not post your order back to us before receiving your RA number, as it will not be accepted.
— Customers are responsible for return shipping changes, and we are not liable for any returned items that are lost in the post or damaged. We strongly advise customers to send the return via a traceable delivery method and keep record of your tracking number.
— Shipping and handling charges are not refunded unless the original item was incorrect or faulty.
Returning your online order in a Kuwaii store:
1. Bring in the item you wish to return to any Kuwaii store within 10 days of receipt of your order
2. Follow the ‘Conditions of Return’ below
3. Our friendly store staff will check your purchase date, and ensure your item is in its original and unworn condition before approving your return
4. We can process an exchange credit note on the spot for you.
5. If you are looking to be refunded for your order, our team are unable to this on the spot, but they can begin the process for you by taking your order and sending it back to our head office. Only full priced purchases will be eligible for a refund.
Full Price Items
Full price items purchased online are eligible for an exchange, credit note, or full refund.
Sale Items
Sale items purchased online are eligible for exchange for another item only, and we cannot provide credit or a refund.
Online Studio Sale / Outlet Sale Items
Online Studio Sale items are heavily marked down and as such we cannot offer any credit notes, refunds or exchanges. We are also unable to accept vouchers or credit notes on these items. These are considered final sale items.
Pre-orders
Pre-ordered items purchased online are eligible for an exchange, credit note, or full refund. Please note that any orders placed that include a pre-order style will not be posted out until all pieces are ready for postage, unless otherwise arranged. Exception apply for mask and underwear pre-orders.
Conditions of Return
We are happy to accept returns for items placed through our online store that meet the below terms and conditions.
For posted orders, we are happy to accept returns that are received back to us within 10 days of arriving to you.
For Click & Collect orders, we are happy to accept returns that are received back to us within 10 days of the order being finalised in our online store. Please ensure that:
—Item is in original condition, and has not been worn, altered or washed
—Item still has all original tags attached
—Packaging must be in place and in good condition
—Footwear returns must be sent in the original box they were provided with
—Jewellery returns must be completely unworn, and earrings must not have been tried on
—Oils and perfumes must be in sealed condition
—Order must be received by us within 10 days of delivery date, any returns received outside this period will not be accepted
—Orders must include their RA number provided by the online team
—Order must include original paperwork
Refunds/Exchanges/Credits
Refunds will be processed within 5 working days of the stock being returned to us, and will be issued to you via your original payment method. Orders made using a credit or voucher will be issued a new voucher to be redeemed within 6 months.
Online credit will be provided to you in the form of a coupon code, which can be redeemed at kuwaii.com.au for a period of 6 months from date of issue.
Exchanges will be processed within 5 working days of receipt, and will be posted to you free of charge.
Christmas & Gift Extended Returns
Please notify us by the 30th of December if you would like to return a Christmas gift purchased in December. We offer an extended returns period for Christmas gifts (purchased in December only), valid for 2 weeks after Christmas Day. All returns must be received back by 8th January. Valid for exchange or credit only.
Kuwaii Quality Guarantee
We thoroughly check all goods prior to delivery & pride ourselves on excellent quality pieces. However in the unlikely case your item is faulty, please email online@kuwaii.com.au with a photograph and description of the issue.
Kuwaii reserves the right to repair or replace the item for you. If there’s no suitable replacement item we will offer you a refund, and you will be reimbursed for return shipping charges.
Any faulty items will be assessed by our team on return, so please ensure these are posted back in original and clean condition.
Items that have been damaged through wear will not be deemed as faulty.
These T&C relate to our online store only – our physical stores have different policies regarding returns and exchanges.