Returns Policy

 

  • Kwaai boutique online returns portal can only be used to return items purchased online at www.kwaaiboutique.co.za
  • Please send us an email info@kwaaiboutique.com if you would like to return an item.
  • All returns will be processed if a return is made within the first 1-7 days of purchase. Items can be refunded via credit or bank transfer, in-store credit in the form of an E-Gift Card code if they are are misprinted, defected or damaged with sufficient proof thereof.
  • We do not refund orders for buyer’s remorse, and size exchanges are to be offered at your shipping expense and discretion.
  • You will be responsible for covering the shipping costs to return your item(s) unless the items are misprinted, defected or damaged.
  • Please make use of our size charts before purchasing items. Exchanges will only be allowed once for size issues.
  • Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
  • Items must be sent back within 1-7 days of the delivery date for exchanges or returns.
  • Items must be unworn, unwashed, and in original condition (including all paperwork, packaging, accessories) with tags attached.
  • Sale items cannot be returned for store credit unless defected or damaged.
  • Please allow 7-30 business days for us to process your return once it is received by our Distribution Center. We operate with customers from around the world and will ensure the quickest possible turnaround time.
  • Kwaai boutique is not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
  • Damaged or incorrect items must be reported within 7 days of delivery.
  • We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information , city, town, province, state, zip code or postal code (if applicable) are critical to ensuring delivery.
  • Because we cannot ensure the style/size required will be available by the time returned items come back to the Distribution Center, except in very limited circumstances, if we are unable to accommodate exchanges, we will facilitate a gift card purchase of a different item or a refund.
  • We are sorry, but we are unable to offer free exchanges if the fault is with the customer due to a wrong size. Returns must be made at your own cost unless the item returned is misprinted, defected or damaged.
  • Kwaai Boutique guarantees the working of its products for the full warranty period given, effective from the date of purchase.

 

MISSING ITEMS

You have 7 business days after delivery of your parcel to report any missing items missing from your package. If you do not report your missing item within the 7-day period then, unfortunately, we cannot send a replacement and we will not be held liable for missing items. The customer will have to take a picture of the delivery to prove that there are missing items in their package. Kwaai Boutique will verify this info with our courier services.

 

EXCHANGES (if applicable)

We only replace items if they are defective or damaged by the manufacturer.  If you wish to exchange it for another item in our product category, send us an email at info@kwaaiboutique.com


WHAT DO I DO IF MY PRODUCT IS FAULTY?

  • We are Sorry you have received a faulty item! But we can get this sorted out, please contact our Customer Services (info@kwaaiboutique.com) with a picture of the faulty item and your order number.
  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

 

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We aim to process and refund your return ASAP, but on occasions it may take up to 30 days internationally for your return to be processed. This factors in transport across the world, public holidays, pandemic delays and specific circumstances of the country we deliver to.



WHAT ABOUT SHIPPING A RETURN?

  • To return your product, you should mail info@kwaaiboutique.com and arrange the shipping.
  • You will be responsible for paying for your own shipping costs if you wish to exchange or refund your item. Shipping costs are non-refundable.
  • In a case where your product arrives misprinted, damaged or defective, the company will be held liable for shipping costs and logistics.
  • Please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

DO YOU REFUND THE DELIVERY CHARGE?

Unfortunately, we do not refund delivery charges on any orders.

  • If you are not 100% satisfied with your purchase, you can return the product for an exchange of the product for another one, be it similar or not.