Refund policy
At Kiki Lane, customer satisfaction is our top priority. We recognize that circumstances may arise prompting a desire to return an item or request a refund. Please review our policies regarding returns, refunds, and cancellations.
Refund Eligibility
Refunds are available based on specific conditions
Damaged or defective items -Should your product arrive damaged or defective, kindly reach out to us within 7 days of delivery. We will promptly offer a refund or replacement.
Custom orders - Refunds are not available for customised or personalised orders, except in cases where the product is damaged, defective, or has a printing error.
Missing or incorrect items - If a mistake occurs in your order, such as receiving incorrect item(s), wrong quantity, or missing item, please reach out to us within 7 days of delivery. We will rectify this by sending you the accurate item(s) or providing a refund.
Non-returnable items
Except for damaged or defective items, these products are non-returnable
- Personalised Items
- Custom orders
Returns
If your item doesn't meet non-returnable criteria and you're unsatisfied, contact us within 7 days of delivery. Dispatch items to us within 14 days of delivery.
The buyer is responsible for return postage. Items must be returned in original packaging and condition. Any loss in value due to not returning in original condition is the buyer's responsibility.
How to make a return / get a refund
To start a return or seek a refund, contact us at kikilane.shop@hotmail.com. Include your order number and reason for return. For damaged products, we may request images and a detailed description of the issue.
If you need to return an item, we will provide you with shipping details. The buyer is responsible for postage costs; it is advisable to use a trackable service.
Upon receipt of the return, the item(s) will undergo inspection before determining refund approval. If approved, the refund will be automatically processed to the original payment method. It may take 5-10 business days to appear on your statement.
In case of damage or fault, replacements are shipped only upon receipt of the original item. Shipping costs for returning the item will be refunded.
Cancellations
Cancellations are possible if the order hasn't begun. Contact us promptly at kikilane.shop@hotmail.com to cancel. Once in production or shipped, cancellations are not available.
Non-refundable situations
We cannot offer a refund if:
- You have changed your mind on a custom or personalised order and production has started
- Items return to us damaged or in used condition (unless returned due to a fault)
- You have requested after the 7 day window
Missing or Late refunds
Please contact you banking provider first. If the refund still hasn't reached your statement, please contact us after
Contact us
For any questions or concerns about returns, refunds or cancellations, please contact us at kikilane.shop@hotmail.com