Our returns centre provides easy, quick and hassle free returns.
How it works:
1. Go to our returns centre.
2. Fill in your email address and order number. You can find your order number on the order confirmation email or log in to your KAI account (if you have one) to view the order number on the orders page.
3. Choose the item(s) you would like to return and select the reason for returning. Please select the most accurate reason to enable us improve your shopping experience.
4. Choose whether you would like to receive the refund to the original payment method or store credit. Please note, sale items are refund to store credit only.
5. Select how you would like to ship back the item(s), you can choose to ship with a carrier of your own choice or use our prepaid return label. Please note that returns are not free of charge except in the case of defective items, and the cost of the label will be deducted from the returned amount. Also, shipping fees are non-refundable. If the item is defective, you will receive a full refund.
6. Please note that using a carrier of your own choice may incur additional charges such as customs charges which are out of our control and we recommend using a tracked delivery service.
7. With our pre-paid returns service, you will no longer incur customs fees on returns as long as you are a private customer.
8. Print the label and pack all the returned item(s), along with the packing slip. Attach the label to the parcel making sure that no other labels are showing.
9. For international orders, take your return to an authorized DHL drop-off location and ship. Please find authorized DHL drop-off locations here. For domestic UK orders, please take your return to an authorized DPD drop-off location. Please find them here.
10. You will receive an email as soon as we have received your items, and when a refund has been issued.
Please allow up to 10 days from when we receive your return, for your refund to be processed.
We do not offer exchanges. Please return your item for a refund and place a new order.