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Returns
To initiate a return, please submit a request for a Return Authorization (RA) through your KVK account. Alternatively, you can contact our Customer Care team to assist you with the return process. KVK adheres to a strict no-paper policy, so as to reduce waste. This is why shipments do not include a return slip inside the box.
Guest Orders: If you placed your order as a guest, you must create an KVK account in order to request and manage a return yourself. If you would prefer not to create an KVK account, you can contact our Customer Care team to help you facilitate the return.
Please note that multiple orders cannot be returned with a single return request and in the same box; orders will need to be shipped separately with several return requests.
When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by KVK. KVK reserves the right to refuse any request for a return without this mandatory proof of return postage.
Return with a prepaid label in Hong Kong
We will email customers in Hong Kong a prepaid return label (PPL) to return their orders (shipped to Hong Kong), and a fee of $HKD 290, applicable per package received, will be deducted from the refund amount.
Please follow the steps below to initiate a return request:
Step 1 - Access your ‘Order History’ from your account page.
Step 2 - Request a prepaid return label (PPL).
Step 3 - A PPL and return instructions will be sent to the email address associated with the order.
Please note that when returning products that contain alcohol, such as fragrances, or batteries, a customer experience agent will be in touch with you within one business day to advise you on necessary shipping instructions and required documentation.
Step 4 - Print the label and carefully follow the instructions.
International Returns
Please follow this step-by-step guide to initiate a return authorization:
Step 1 - Log in to your KVK account and access your ‘Order History’.
Step 2 - Request a return authorization.
Step 3 - An number and return instructions will be sent to the e-mail address associated with the order.
Please note that when returning products such as dangerous goods as detailed below, or certain other products, a customer experience agent will be in touch with you within one business day to advise you on necessary shipping instructions and required documentation.
Step 4 - Follow the instructions and coordinate the return with your local postal service.
Please ship returning international packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages and obtain a tracking number.
Exchanges
KVK does not offer direct exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience.
Refunds
To return one or more items from an order, all of the following conditions must be met:
KVK reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address without any refund being processed. In order to avoid this, please contact our Customer Care team to address any issues or concerns you have regarding the item(s) you wish to return.
When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by KVK. KVK reserves the right to refuse any request for a return without this mandatory proof of return postage.
Refunds
Once the returned merchandise has been quality checked and approved, KVK will issue a refund to the original method of payment and a confirmation e-mail will be sent to you. Please note that it can take up to 5 business days to process the return items, subject to its compliance with our Return Policy. It may take your financial institution additional time to process the transaction and update your bank statement.
Please note: shipping fees and duties will not be refunded.
Warranty
All products purchased through KVK website, including apparel, accessories, electronics, sports gear, home goods, beauty, selfcare and cosmetics items, pet accessories and any products that may be classified as dangerous goods purchased through the website are subject only to the applicable warranties of their respective manufacturers. Warranties are provided by the manufacturers and not by KVK. Where permitted by law, KVK disclaims all warranties and conditions relating to any products sold or distributed by KVK and will not be liable for failure to use any product in accordance with the manufacturer's instructions. Please consult the user manual or contact the manufacturer for any relevant warranty information.
If you are not satisfied with your purchase, you can request a return within 30 days of our receipt of your order. The item must be in its original packaging, unused, and in unaltered condition, and otherwise, comply with our Return Policy.
Dangerous Goods
Some products sold by KVK are or contain items considered dangerous goods (e.g., candles, fragrances) which have certain shipping restrictions and require special labeling and may require special packaging for shipment. When submitting a request for a Return Authorization through your KVK account or when consulting with a Customer Care team member to initiate the return, you must correctly identify the product you are returning in order to receive the appropriate return instructions. Once your request has been received, we are going to reach out to you with specific instructions and a special return label will be sent to you via mail. Please note that the entire return process may take 10-20 business days. KVK will not be liable if you fail to obtain the appropriate dangerous goods shipping label from KVK or your carrier, or you do not follow the detailed return instructions provided to you for returning the product to KVK.
Frequent Returns
We offer a lenient return policy to provide customers with an easy and convenient shopping experience. If you are experiencing sizing issues or consistently finding merchandise to be unsatisfactory, please contact our Customer Care team.
Frequent returns made from the same account will automatically be flagged in our system. If we notice that our return policy is being abused, we may take action in the form of blocking an account and/or canceling future orders.
KVK reserves the right to reject returns that do not comply with our Return Policy. Returns that do not respect the policy will be sent back to the original shipping address without any refund being processed.