Returns & Exchange

Returns/Exchanges

We take great pride in making quality pieces that you’ll love. It is important to us that you are wholly satisfied with your product. If for any reason you do not absolutely love your piece, we will gladly issue you a refund or exchange for the value of the merchandise. Merchandise must be unworn & have all the tags still intact. Also the higiene strips must not be compromised!

Please send the return item(s) within 7 days from the date of delivery. Merchandise must be in original condition, unwashed and unworn. Please include the original tags. We will happily exchange the item(s) for another or refund the payment. Exchanges are dependent on existing stock and certain criteria (peek the online store to check).

Original shipping fees are non-refundable. Merchandise returned after 7 up to 14 days may be exchanged or refunded in the form of a store credit.

Customers wishing to exchange merchandise must log the return on your Kaleiia account under orders as soon as possible to be allocated a Return Authorization

  • Process of a return, the following requirements must be met :
  •  Items are logged for return within 7 business days of receiving your order
  • Items must have all original swing tags attached
  • Items must not have been worn, washed or altered in any way
  • For health purposes, hygienic liners must be still intact and un compromised.
  • Your refund request will be reviewed and if authorised you will recieve an authorisation number that must reflect on the package. If your authorization number is not displayed on the outside of your package it cannot be allocated to your account for a refund. 
  • We will inform Courier guy to arrange for a collection

Unfortunately, Kaleiia does not offer refunds after 7 days and holds an Exchange Only Policy after 7 up to 14 days. Please note that Kaleiia is not responsible for returned shipping costs on exchanges unless product is faulty.

Kaleiia cannot be held liable for the loss of garments being returned.  Using a registered post service or courier such as DHL, Courier Guy or any Courier service that register the package to return the goods, and keeping a record of the tracking details is the safest way to return goods.

Please note that orders on discount or that was sold on Sale are not eligible for an Exchange. 

NB: Faulty items are classified as faulty if they are received damaged or where a manufacturing fault has occurred within a reasonable time frame.
 Items that are damaged as a result of wear and tear are not considered to be faulty. Please make sure you have read the care instructions labeled attached to your bikinis to ensure them a prolonged life.

When am i eligible for an exchange on my bikini?

Faulty Product

  • Please note, each product is quality checked before sending it out for delivery.
  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all hygiene seals still intact
  • it is not missing any accessories or parts;
  • it is not listed under non refundable or non returns.
  • you must log a return on your Kaleiia account under orders within 7 days of delivery.  You can return a product if it is defective, we will inspect product and if it is defective product it will be replaced with a new one. We will collect the product from you at no charge if product is defective. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.  Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product, send you a replacement or refund you if that is your preference within 7 working days. Refunds can take up to 5-10 working days to reflect depending on the banking institution.  We are entitled to refuse a return if the unwanted product is returned damaged and not faulty, not in a re-saleable condition or missing any accessories.
  • When a return is loged you will be asked for additional information such as meausurments, photos and description and reason for the return.

Wrong size?

Bikinis can be exchanged for a different size provided that such variation is available, and is available at the same price as the product originally purchased. In such a case, we will collect the product from you and deliver the requested product to you at your charge for courier fees. If such variation is not immediately available, we will credit your account with the purchase price of the product within 7 days of you logging the return on your Kaleiia account under orders.

  • Delivery Fees can not be refunded. 
  • Wrong size can only be credited to your Kaleiia account
  • When a return is loged you will be asked for additional information such as meausurments, photos and description and reason for the return.

We reserve the right to inspect the product to validate your return. Please make sure your product is in the return requirements state for returns.

Not what you ordered?

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us by logging a return on your Kaleiia account under orders within 2 days of delivery and we will collect the product from you at no charge. Within 2-3 days. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 7 working days of the return (or refund you if that is your preference) bare in mind that refunds can take 5-10 working days to reflect in your account.

Products damaged on delivery

Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a damage return on your Kaleiia account under orders within 2 days

On receiving your package and it looks noticeably damaged please take photos of damaged packaging and product.  

 We will arrange to collect the product from you at no charge. Within 2-3 days. Once we have inspected the product and validated your return, we will, at your choice, replace the product as soon as possible (if such replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 7 days of logging the return (bare in mind that refunds can take 5-10 working days to reflect in your account)

  • When a return is loged you will be asked for additional information such as meausurments, photos and description and reason for the return.

Defective products

  • Please note, each product is quality checked before sending it out for delivery.

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return.

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
  • When a return is logged you will be asked for additional information such as, photos and description and reason for the return.

 

How do I track my return or exchange?

You can track your return on the Orders tab in your account..

This is the most current tracking information available. We’ll also keep you updated on the progress of your return via email. 

Exchange orders can be found on the Orders tab in your Kaleiia Account.

How does the return process actually work?

  1. Log your return request for an exchange or refund: Log in to your Kaleiia account and log the return under your order of the product(s)
  2. You will be taken to the the orders return page for your product(s)
  3. On the returns page you will be asked for additional information, such as a return reason, measurements, photos etc.
  4. After completion and submision, Kaleiia will review the request and send out a collection authorization code for the return if the return is found valid and approved.
  5. Prepare the return parcel: Pack the product in its original packaging, and into a shipping box to protect the products during transit.
    • Courier collection: Our couriers will send you an SMS reminder the morning of your selected collection date. Once collected, the package will be returned to our warehouse.
    • Receive & Review: When the package arrives back at the warehouse, the items are inspected before the refund or exchange is finalised and fully authorised. This process can take 2-3 days (longer during high-volume periods).
    • Refunds: If the refund is approved, you will receive an email confirming that your money is on its way. 
      • Refund to your original payment method or EFT can take 7 working days to process, and may take an additional 5 working days to reflect in your account. Contacting us will unfortunately not speed up this process.
      • Refund to Kaleiia Account wallet found in the Kaleiia account is immediate at time of processing and approval of refund.
      • Exchanges: If the exchange is approved and finalised, you will receive an email confirming your exchange order and we’ll start preparing the delivery. You will be able to track the progress of your exchange order from your account.
      • If your return does not meet the requirements and is rejected, we will get in touch and let you know why and to arrange to have the item couriered back to you

Can I change my collection address for a return?

We are unable to change an address after your return has been logged. You can contact us to cancel the return mail us at returns@kaleiia.com with your order number once we cancled the return we will send you a notification email and then log a new return for a different collection address. 

What are my refund options?

Where possible, we’ll refund you to your original method of payment, as detailed below. 

You can choose to be refunded to your Kaleiia Shopping wallet. This is the fastest refund method as it does not rely on banking systems to be processed.

Credit Card or Debit Card

Refunds for orders paid with Credit or Debit Card will be made back to the card used for the order through the Payfast Payment Gateway. 

Instant EFT

Refunds for order paid with Instant EFT by Payfast will be made back through the Payfast Payment Gateway. 

Payfast, Snapscan

Refunds for orders paid by Snapscan will need to be transferred by EFT to your bank account. You’ll be prompted to provide  your banking details when logging your return (or as requested by us). It takes 7 business days to process EFT refunds and up to 5 -10 working days for the refund to reflect in your account depending on banking institution.

Can I get a refund for my delivery fee?

Delivery fees are not refundable unless an order has arrived damaged, faulty or incorrect.

 

 

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