SUPPORT

  • Returns & Exchanges
  • FAQs
  • Shipping

Return Policy

You may return the item to us in its original condition within 21 days of the confirmed delivery date.Original condition entails that the item must be unwashed, unworn, and in original packaging.

How do I return an item?

When returning items to KIAVA, please include a note with the following information: Your name, date of purchase, method of purchase, and a brief explanation of the reason for the return. Please ship items to be returned to KIAVA's shipping address as found on the shipping envelope that your product arrived in. Contact customersupport@kiavaclothing.com for help or more information.

When should I see my refund?

If item meets the aforementioned criteria, a full refund less original shipping will be issued to original form of payment. 


Please note: Goods will only be accepted for return if they are returned within 21 days of the confirmed delivery date. The item is your responsibility until it reaches us. We recommend that you send the item to us using a delivery service that insures you for the value of the goods, and allows you to track the item in transit and require a signature upon delivery. KIAVA Clothing is not responsible for items lost in transit during return. The cost of shipping the item to KIAVA Clothing is the customer’s responsibility. Shipping charges are not refundable.

Important Return Information

Items Purchased at KIAVA Clothing parties and venues where the customer has the option to personally inspect and try on clothing prior to purchase will not be eligible for refund. 


Items purchased from the clearance page are not eligible for return or exchange. All sales of items from the Clearance page are final. These items may not be returned for refund, store credit, or exchanged for other items.


Failure to properly wash, dry, and handle clothing may cause damage. Customer assumes full responsibility for any and all damage incurred while laundering, drying, treating, and using KIAVA Clothing.


To ensure your satisfaction and continued enjoyment of all KIAVA Clothing products, please wash items individually to avoid color transfer. Follow washing/drying instructions carefully and always avoid washing with articles of different colors together. Keep brightly colored and dark items away from other clothing and fabric when wet. Tumble dry, low heat for best results 


All items are subject to inspection by KIAVA Clothing to ensure refund eligibility. Any items not in original condition will not be eligible for return, but will be sent back to the customer as is.

Can I exchange my item?

Occasionally we receive requests for exchanges. We want you to LOVE your KIAVA Clothing and would be happy to exchange any items if we have what you need in stock. Please see our policy regarding exchanges below. 


Please send item(s) to be exchanged to: 

KIAVA CLOTHING 

385 North 400 East

Orem, UT 84097

Exchange Policy

Please be sure that they are in original condition (unwashed, unworn, etc.) In the return package include a note with your name, the date of purchase, as well as the original shipping address that we sent the item(s) to. Give us a clear explanation of what size and color you’d like exchanged and we will send your requested item(s) back to you, free of charge. HOWEVER, If the sizes or colors of the item(s) you have requested are out of stock or unavailable we will simply issue a refund. (Please note that we will not contact you directly to inform you of the refund. However, PayPal and most credit card processors usually send a confirmation email to the email address provided at the time of checkout.) The refund will be issued to the original form of payment. You may want to use a delivery confirmation when shipping the items to us. We offer the exchange once per order.


Please send item(s) to be exchanged to: 

KIAVA CLOTHING 

385 North 400 East

Orem, UT 84097

After an item has been successfully returned a refund will be issued back through PayPal as it was received. We process these payments weekly. Please allow up to seven business days for funds to be returned. 


*Occasionally we are contacted by customers that have placed an order without first verifying that their shipping address is correct and up to date. Please verify that your shipping address is correct before placing your order. We will ship directly to the shipping address we are given through the method of payment. We will not be responsible for any item that is lost, stolen, or otherwise undelivered due to incorrect shipping information received from customer or method of payment. (updated 11/4/2015 @10:56 pm Mountain time.)

Do you ship internationally?

Yes! We love sharing KIAVA with the world. We are currently shipping to the United States, Australia, Canada, New Zealand and the UK.For more information regarding KIAVA's shipping, please click HERE.  

What is the best way to contact KIAVA?

The best way to communicate with us is via email at KIAVAclothing@Gmail.com Please include your name as it appears on your order along with your order number with all communication.

What address can I send a return to?

Please send item(s) to be returned to: 

 KIAVA Clothing

 385 North 400 East

 Orem, UT 84097 


Just be sure that they are in original condition (unwashed, unworn, etc.) In the return package include a note with your name, the date of purchase, as well as the original shipping address that we sent the item(s) to. We will simply issue a refund for the item(s) that are being returned. The refund will be issued to the original form of payment. You may want to use a delivery confirmation when shipping the items to us. Thanks for contacting us! Have a wonderful day! Our full return Policy can be found online HERE.

Can I exchange my item?

Of Course! Occasionally we receive requests for exchanges. We want you to LOVE your KIAVA Clothing and would be happy to exchange any items if we have what you need in stock.If you wish to exchange item(s) simply ship to the address below).  


Please send item(s) to be exchanged to: 

KIAVA CLOTHING 

385 North 400 East

Orem, UT 84097


Please be sure that they are in original condition (unwashed, unworn, etc.) In the return package include a note with your name, the date of purchase, as well as the original shipping address that we sent the item(s) to. Give us a clear explanation of what size and color you’d like exchanged and we will send your requested item(s) back to you, free of charge. HOWEVER, If the sizes or colors of the item(s) you have requested are out of stock or unavailable we will simply issue a refund. (Please note that we will not contact you directly to inform you of the refund. However, PayPal usually sends a confirmation email to the email address provided at the time of checkout.) The refund will be issued to the original form of payment. You may want to use a delivery confirmation when shipping the items to us. We offer the exchange once per order. Our full return/exchange policy can be found HERE.

Is there a store or location where I can buy/try on clothing?

At this time, we are only online. However, we are now beginning to offer our products wholesale to businesses interested in selling KIAVA clothing. If you would like your favorite store to carry our clothing, please tell them to contacts us at KIAVAclothing@gmail.com!

Why does tracking show that my international order has been in the same place for several days? 

 Packages sent outside the United States have to clear customs in the country that they are being shipped to. This process can take anywhere from a few days to several weeks. Tracking will show the last U.S. city that your order flew out from. After that, tracking will not update until the package has cleared customs. Customs fees and Duties may be required in order to obtain your clothing. If you believe that your clothing has cleared customs and has not yet been delivered, please check with your local post office to see if the package is being held there. Customs and duties are the responsibility of the buyer. We have no control over how long it takes for international orders to arrive. Please note, that many international orders will be routed through a country other then that of its final destination. This is to be expected and is done to ensure a more secure delivery internationally.  


Do you ship internationally?

Yes! We love sharing KIAVA with the world. We are currently shipping to the United States, Australia, Canada, New Zealand and the UK.For more information regarding KIAVA's shipping, please click HERE.  

When should I receive my package? 

Generally we will package and ship your purchase within 3 business days of the order being placed. Please allow seven to thirteen business days for your product to arrive after it has been shipped within the United States. (These shipping time estimates are not guaranteed and may vary during high volume times such as holidays.)


If you are purchasing a product that will be shipped internationally, please allow for extra time in transit as well as the time required for packages to clear customs. The customs clearance process differs from one country to the next as does the time required to be cleared. In some cases, customs may hold the items in transit for several weeks without notice before delivery. (Depending on the country you are purchasing from, customs charges may be charged by your respective governments and are the responsibility of the customer, not of Kiava Clothing.)    

Can I track my package? 

We strive to get you your clothing quickly. Tracking is provided as a courtesy when available. Please note that tracking information is not always up to date. On international orders, tracking may not be updated once the item has crossed outside of U.S. borders. In order to ensure a more timely and secure delivery, international orders may be routed through Europe. This is done to provide a more secure shipping process. Thank you for your purchase. We look forward to seeing you at the gym! (Your shipping total is calculated automatically prior to checkout)  

Holiday Shoppers

We will work very hard to get your items to you in time for Christmas, however, we can not guarantee that they will be delivered by Christmas as carriers and shipping companies have not extended those guarantees to us a merchants. Within the continental United States, orders placed on or before December 12th will have the greatest likelihood of pre-Christmas delivery. International orders must go through the customs clearance process in the country that they are being shipped to. We do not have any control over the length of time this process takes as it is a controlled by each countries respective governments. We will however be extending the return/exchange window to accommodate holiday gift giving. Items purchased in the month of December may be returned or exchanged within 10 days following Christmas. All items being returned or exchanged must comply with all other aspects of the return/exchange policy.  

Did you verify your shipping address? 

Occasionally we are contacted by customers that have placed and order without first verifying that their shipping address is correct and up to date. Please verify that your shipping address is correct before placing your order. We will ship directly to the shipping address we are given through the method of payment. We will not be responsible for any item that is lost, stolen, or otherwise undelivered due to incorrect shipping information received from customer or method of payment. If you notice that the address you provided us for shipping was incorrect, we may be able to correct it before it ships if you contact us within 24 hours; however, this does not guarantee that we will be able to correct it in time. If the item has been shipped already to the incorrect address that We received at time of payment, we will not re-ship the item, or return the purchase price until the package has been returned to us by the postal service. PLEASE verify that your shipping information is correct prior to making a purchase. This will allow us to get you your clothing as quickly as possible and save you time and money.   

Can I order an item that is already sold out? 

Occasionally, we will receive an order for an item that is currently sold out. We have set an inventory available limit to prevent this from occurring, but occasionally an order is mistakenly processed for an item that is unavailable. If this occurs, Kiava Clothing will issue a refund for the item(s) that is out of stock including its applicable shipping cost via PayPal. If other items that are available have been ordered, they will be shipped.