To lodge an online return please visit our returns portal here.
View our Boutiques Return Policy here.
We've updated our Returns Policy | Any online orders placed on or after Saturday 11th September 2020, will be subject to the new returns policy.
FULL PRICE ITEMS
14 days from delivery date.
Customers have 14 days, from the day they receive their order, to submit a return and return their items to Kivari HQ.
Your returned order must arrive at Kivari HQ no later than 14 days after your delivery date to qualify for a refund.
For this reason, we recommend that you send your return back to us within 7 days of your delivery date to ensure that it arrives in time.
15-30 days from delivery date.
Any full price item received in Kivari HQ after 14 days from delivery date, will only be eligible to receive a Kivari Credit Note.
30+ days from delivery date.
Any full price items received after 30 days from the delivery date will not be eligible for a refund or Kivari Store Credit and will be returned to sender.
Online purchases cannot be returned or exchanged at any of our Kivari Boutiques.
Full priced items:
Kivari accepts refunds or store credits on full priced items. This includes items purchased with the 10% Off promotional discount code used for signing up to our newsletter subscription.
Sale and Promotion items:
All items that are marked Final Sale are not eligible for a return, exchange or credit note. Items purchased during a promotion that is not marked final sale can be returned for a store credit only.
Do you have a fault with your product?
Please contact our lovely customer care team at firstname.lastname@example.org or contact us via our Live Chat with a description of the fault and image for our review and we will be here to help resolve this for you.
- Items must be returned in their original condition; unworn, unused, unwashed, unaltered and with all tags attached to be accepted.
Items must not have any dirty marks, make-up or fake tan marks.
Items must not smell of perfume, deodorant, cosmetics or washing power.
- Full Price items must be returned within 14 days of receiving your order.
- Returns must be sent back to our returns department within 3 business days of receiving your RA number.
- Kivari is not liable for the loss of any garments being returned. We recommend sending your parcel back with a tracking number.
- Online returns are not accepted at any of our Kivari boutiques.
- Online orders cannot be exchanged at any of our Kivari Boutiques.
- Online orders MUST be returned via the returns portal to our online returns department.
- Original shipping costs will not be included in the refund/credit note amount, with the exception for approved faulty items.
- If your RA number and sender details are not clearly labelled on your return parcel, your return will not be able to be processed.
- Items that do not meet the requirements above will be rejected for a return and sent back to the sender.
- Kindly note: International returns cannot be accepted over $1000.00, if so please ship these items separately as Kivari will not be responsible to pay any duties to received your return goods. If this charge occurs, it will be deducted from your refund total.
How to return your item:
- Please review our returns policy to ensure your item is eligible for a return
- Search your order details in the returns portal here.
- Select the option you are after for your return - refund or store credit
- You will receive an email with you RA number and our return address
- Clearly label your parcel with your full name and RA # Number
- Send your return back to us within 3 business days of receiving your approved return RA # number
All items are inspected by our quality control team before returns are processed. If returns do not meet the inspection and/or meet the returns conditions they will be rejected and sent back to you
We suggest to use a traceable postage service to track your returns whereabouts.
We endeavour to process returns as quickly as possible but we allow up to 10 business days to be processed
Kivari offers a 3 month warranty period on all of our pieces. This does not include reasonable wear-and-tear or items damaged by not following the recommended garment care process.
Online Store credit:
By choosing the option of a credit you will receive a digital gift card to the attached email on your order with a voucher to be used online. This will expire 6 months from the date of issue.
Do you offer Exchanges?
Unfortunately at this time we do not offer an exchange service. Don't sweat it though - if your item is full priced you can re place an order for the exchange size and submit your return so you do not miss out on the size you are after!
Do you cover costs of the return shipping?
Kivari does not cover the cost of shipping your return items.
Digital gift cards:
Digital gift cards are not eligible to be returned. Returns processed by the payment method of a digital gift card will be re issued once onto that payment method.
Need further assistance with our returns:
We are here to help! Please call us on +61 403 503 352 or email us at email@example.com for any further assistance in regards to your return.