Return and Refund Policy

We want you to feel confident shopping with us. Because every Kaila garment is made to order, we try to reduce the need for returns — but if something doesn’t work for you, here’s how we handle it.

Can I Return an Item?

Yes.

To be eligible for return, items must be:

  • Unworn and unwashed
  • In original condition
  • With tags attached
  • Returned within 30 days of delivery

Return Costs

  • Spain: Returns are free.
  • EU / UK / Switzerland / International: Return shipping costs are the buyer’s responsibility, unless the item is defective.

A prepaid label may be available depending on your region.

Refunds vs. Store Credit

Most of our garments are eligible for full refunds.

Each product page clearly indicates whether the item is refundable.

If eligible, you may choose between:

  • A full refund,
  • Or store credit (including refunded shipping costs and early production of replacement item).

How to Start a Return

You can initiate your return via:

  • Your customer account, or
  • Our return request form, or
  • Our chat

Instructions and the return address will be provided.

Please reuse the original packaging when possible.

Damaged, Incorrect, or Defective Items

If your item arrives damaged or incorrect, we will:

✔ Replace or refund the item

✔ Cover all shipping costs

✔ Ask you to return the defective item for quality control

Please notify us within 7 days of delivery and include a photo so we can help quickly.

Exchanges

We currently process exchanges as a:

  • Return → store credit → new order
    This ensures faster processing and accurate production for the replacement item.

Non-Returnable Items

For hygiene and safety reasons, certain items may be non-returnable (e.g., underwear).

Custom items may also be non-returnable.

If this applies, it will be clearly stated on the product page or you will be informed before making a purchase.

Processing Times

Once we receive your return:

  • Inspection: 2–3 business days
  • Store credit issued: same day approval
  • Refunds: 3–10 business days depending on your bank

Need Help?

You can always contact us through our chat or contact form.

We know returns can be stressful — we’ll make it as smooth and clear as possible.

Contact form