Return & Cancellation Policy
Returns
Return Conditions
We accept returns only in cases of company error, such as shipping the incorrect item. The item must be returned in perfect, unworn condition with all original tags attached. We do not accept returns or exchanges due to ordering the wrong size, as our sizing guides and customer support team are available prior to purchase to assist with selecting the correct size.
Return Process
To initiate a return, please contact Kilaeko Support and submit a ticket with your order number, reason for return, and preferred resolution (refund or store credit). Our team will review your request and, if approved, provide a return shipping label via email. You will have 14 days from receiving the return label to send back the item. Once we receive the returned item, we will inspect its condition. If the return is accepted, we will process your refund within 3-10 business days. If you selected store credit, it will be emailed to you.
Shipping Costs
For approved returns, Kilaeko will cover the cost of return shipping. We will provide you with a prepaid shipping label.
Exchanges
We do not offer exchanges during this time due to our limited product and drop system.
Order Cancellations
Cancellation Window
You may cancel your order only during the “Order Processing” stage, before the order status changes to “Shipped”. Once an order has shipped, it can no longer be canceled.
Cancellation Fees
There are no fees for canceling an order during the allowable window.
Pre-Order Cancellations
Pre-orders cannot be canceled once placed, as we begin production based on pre-order quantities. Please ensure you are certain about the item and size before placing a pre order.
Refunds for Canceled Orders
If you cancel your order during the allowed window, you will receive a full refund of the purchase price to your original payment method. Refunds will be processed within 3-10 business days.
If you have any further questions about our Return & Cancellation policy, please contact info@kilaeko.com. We're happy to assist you.