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What is the procedure for Return/Exchange?

At KOL.KIM, your satisfaction is always guaranteed! That is why we allow exchange and size/color exchange!

This a gentle reminder that our warehouse is based in the China, and we are not liable for any return packages that may cause Custom duty and tax.

After we receive the return package without a problem we will process the refund/exchange asap.

OUR RETURN POLICY

Non-Refundable Items

  • Pre-orders are final sales and cannot be canceled or refunded. This is because we generate shipping postage and prepare your package immediately. Pre-orders are manufactured based on your order and cannot be canceled once paid.
  • Custom design items may not be returned.
  • Special orders (Customized Pieces and made-to-order items, free gifts, final sale items.) are final sales and are not eligible for return or exchange.
  • Returns without a KOL.KIM Return Merchandise Authorisation will be refused upon receipt. Returns with missing paperwork or product will not be processed.

Returns

  • We accept returns for refund or exchange within 14 days of the date your item was delivered.
  • Beyond 14 days ONLY EXCHANGES will be accepted within 30 days of the original receipt of the order.
  • Shipping fees are non-refundable.
  • Each order only allows return once.
  • Although some areas enjoy free postage, we bear the freight for each order ($10-$25), so once the refund is made, the freight will not be refunded.
  • There will be a 20% restocking fee for all refunds.
  • The return postage will be at your own cost and we are not liable for any return packages that may become lost in transit.

Criteria for returns:

  • *We will reimburse or pay for return shipping only in the event that we have erred. For example:
  • The customer received the wrong item.
  • The item is broken, and defective. (For broken or defective items, customers need to contact us within 48 hours of receiving their order.)*

Please note that to be eligible for a return, items must be in their original purchase condition, including all product documentation, and shipped back to us within 14 days of the date your item was delivered.

If a package or item delivered to you arrives damaged, please refuse the shipment or contact us immediately at support@kol.kim. Please retain all packing materials unless instructed otherwise by KOL.KIM.

Claims for damaged or missing items must be reported immediately or within 48 hours of receipt of your order.

Exchange Procedure

Drop us an email at support@kol.kim and provide us with the following:

  1. Order ID
  2. Product name
  3. A photo provided that your item(s) are securely in the original packing materials/brand new.
  4. The alternative size and/or color of the product that you wish to exchange for.
  • Exchange is limited to 1 time for the same item.
  • Special orders (Customized Pieces and made-to-order items, free gifts) are not eligible for exchange.
  • Although some areas enjoy free shipping fees, we actually bear the freight for each order ($15-$30), so once the exchange is made, you will need to pay the reshipping fee for resending the new replacement.
  • The return postage will be at your own cost and we are not liable for any return packages that may become lost in transit.

How do I know the status of my return/exchange?

Please allow 10 business days upon receiving your parcel for us to process your return/exchange request. If you have not heard back from us by the end of 10 business days, please email us at support@kol.kim we will assist you accordingly.

  • Item(s) must NOT be returned to the address on the package you received. That is not our return address and will affect the processing of your return.
  • Return packages should be authorized. Any return request not authorized by customer service will not be honored. Please be sure to submit a return request online or contact us before returning.

CANCEL OR CHANGE AN ORDER

If you would like to change or cancel an order please contact support@kol.kim . We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. Re-routing packages to alternate addresses are not possible once in transit. If you would like your package held for collection, please contact us. If your order has already shipped and you no longer want it, please contact us to set up a merchandise return once you have received the shipment.

Our company offers customized orders that are specifically tailored to the unique needs and requirements of our clients. Due to the personalized nature of these orders, we regret to inform our customers that we do not offer any refunds for such orders. Once an order is placed and work has begun, we cannot cancel or refund the order. This is because we invest a significant amount of time, resources, and effort into creating customized orders for our clients. We encourage our clients to thoroughly review and provide clear instructions for their customized orders to ensure that the end product meets their expectations. Any changes or revisions required will be accommodated to the best of our abilities. We appreciate your understanding and cooperation in this matter. If you have any questions or concerns, please do not hesitate to contact us.