Support

Returns & Exchanges

To start your online return please click here.

If you purchased the $1.98 free returns for store credit or full refund + exchange protection at the original time of checkout, there is no cost to return the package. You will be able to submit a return for store credit, refund, or exchange and receive a pre-paid label through our returns center. If you did not purchase the $1.98 free return + exchange protection at the original time of checkout, you can still initate your return via our returns center.

START YOUR RETURN OR EXCHANGE

Note: if you placed your order through Facebook, Instagram or you are an international order, please review these terms.

To be eligible for refund or exchange, items must be in their original condition this entails that the item must be unwashed, unworn, and in original packaging. Final Sale items are not eligible for return or exchange. Please note: if items are marked with makeup or deodorant or show signs of wear they will not be valid for return and no refund will be issued. Returns and exchanges are accepted 45 days after order date.

Defects must be reported before items are worn, washed or tags have been removed.

FAQs

Below are some of are common questions about orders.

Contact customerservice@kiavaclothing.com for help or more information.

You must complete the return form found in our Returns Portal before mailing back your items.

Please include the packing slip with your return. The packing slip is included in the bag with your purchase and has all of your information and order number on it. Please place your item in it's original packaging.

Once we receive your return, please allow 5-7 business days for us to process your return. Once processed, your refund or exchange information will be emailed to you.

All clearance items marked as FINAL SALE are not eligible for exchange or refund. Some clearance items are only eligible for exchanges.

Re:do Free Unlimited Return for Store Credit or Exchanges is not applicable to clearance and sale items even if purchased with your items. Once you have checked out with re:do returns and exchanges please note that is is no longer refundable!

Checkout with the $1.98 Re:Do product for free unlimited returns and exchanges on your order if needed and send it back for free if it doesn’t work. This is only compatible with our website orders at this time, unfortunately it cannot accommodate international orders or orders placed through Facebook or Instagram.

Didn’t checkout with Re:Do? You will still return initiate your return through our returns center and purchase a label with discounted shipping rates saving you time and money!

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.

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.

If you purchased the $1.98 free returns for store credit + exchange protection at the original time of checkout, there is no cost to return the package. You will be able to submit a return for store credit or exchange and receive a pre-paid label through our returns center. If you did not purchase the $1.98 free return + exchange protection at the original time of checkout, you can still initate your return via our returns center.

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.

Shipping

Below are some common questions about shipping.

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.

Generally we will package and ship your purchase within 48 hours of the order being placed. Please allow 4-9 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.)

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)

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.

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.

Thank you for your support! You are likely already aware of customs fees, but we want to be sure that they don't surprise any of our wonderful customers in neighboring countries. International shipments may incur a customs or duty fee assessed by your local government. This fee is not collected by us, or paid to us. It is charged to the recipient at delivery by the government agency that oversees imports. We ship our products to thousands of customers in dozens of countries around the world. As such, we are required to fill out all customs forms properly or risk having shipments returned to us, fines, or even being prohibited from shipping to other countries. All orders are shipped from the United States. Products produced in countries other than the U.S. will be labeled according to their respective country of origin and recorded on customs forms. Because these fees vary from country to country, we recommend contacting your local customs office if you would like additional information.
We strongly encourage you to order 2 or more items to keep costs down.
If you need to return an item, we are currently offering in-store credit as the replacement.
We thank you for your support and patience as we work through this process together.

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