Refund policy

We hope you love your Kaia Atelier purchase. From time to time we understand that your order may not satisfy your requirements as expected. We are happy to offer you an exchange or full refund (excluding shipping cost) on full priced items, as long as your return meets our below requirements.

 

RETURNS POLICY

Full priced item/s are eligible for an exchange in size or refund (full amount not including shipping) subject to the following requirements

  • A return must be requested within 7 days of receiving your item and returned to us within 14 days. Once the return is received, please expect up to 1-3 business days to process your return.

  • The item being returned must be in original condition, unworn, unaltered, unwashed and with their tags attached.

  • Return is folded and packed neatly when returned.

Please take caution when trying on garments, as we will not accept them if they have makeup marks, stains and/or smell of perfume or body odour.  


FAULTY ITEMS

If you have received a faulty item, please email us within 7 days of receiving at info@kaiaatelier.com.au with supporting imagery. Please note that faulty items do not include those that have already been worn. 

 

CANCELLATION POLICY

Unfortunately, once your order is placed, cancellations or changes cannot be made.


RETURNS PROCESS

  • Please send an email to info@kaiaatelier.com.au titled 'RETURN' 
  • Include your name, order number, the item/s you would like to return, and your reason for returning. 
  • If your return is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted. 
  • Customers are to cover the cost of return shipping. 
  • Please ship the item/s back to us within 14 days.
  • If the package does not reach us safely, we will not be able to process your return. We recommend using a tracked mail service.
  • Refunds will be processed back to the original payment method used, once we have received and inspected the returned item/s.
  • You will receive an email once your return has been processed, however, please remember it can take some time for your bank or credit card company to process and post the refund too. 

 

EXCHANGE PROCESS

  •  Please send an email to info@kaiaatelier.com.au titled 'EXCHANGE'
  • Include your name, order number and the item/s you would like to exchange. 
  • If your exchange is accepted, we’ll send you instructions on where to send your package.
  • Customers are to cover the cost of return shipping. 
  • Please ship the item/s back to us within 7 days.
  • We recommend using a tracked mail service, as we are not responsible for lost parcels.