At KAIOU, we want you to shop with confidence. If something is not right, we're here to help.
UK cancellations and returns
For most UK online orders, you may notify us that you wish to cancel within 14 days of receiving your goods, without giving a reason. You then have a further 14 days to send them back.
To start a return, email info@kalikollective.co with your order number and the items being returned. We'll provide return instructions and the return address. You can also use our Contact page.
Condition of returned items
You're welcome to inspect and try items on as you would in a shop. Please return them in good condition with labels and packaging where possible. Where handling beyond what is necessary to inspect an item reduces its value, we may make a proportionate deduction from the refund as permitted by law.
Return postage
For change-of-mind returns, customers pay the direct cost of returning goods unless we agree otherwise. Please retain proof of postage. If an item is faulty or not as described, we will cover reasonable return costs where required by law.
Refunds
For a valid UK cancellation, we'll refund the item price and applicable standard outward delivery charge. If you chose a premium service, we need only refund the cost of our least expensive standard delivery service. We'll issue your refund to the original payment method within 14 days of receiving the goods back or receiving proof you've returned them, whichever is earlier. Your payment provider may need additional time to process the refund.
Exchanges
If you'd prefer another size, style or print, please contact us to discuss availability. Exchanges are subject to stock availability and do not affect your statutory rights.
International orders
KAIOU ships internationally. Please contact us before returning an international order so we can provide the correct instructions. Customers ordinarily pay return postage for change-of-mind returns unless otherwise agreed, but applicable consumer rights and requirements depend on the destination. Nothing here restricts mandatory rights that apply in your country.
Faulty, damaged or incorrect items
If your order is faulty, damaged or incorrect, email info@kalikollective.co with your order number and, if possible, clear photographs. We will resolve the issue in accordance with your legal rights. Statutory rights for faulty or misdescribed goods are not restricted by the change-of-mind return period.
How to cancel
You can notify us by email using your name, order number, items being cancelled, date received and a clear statement that you wish to cancel. You don't need to give a reason.