In our convenient exchange and return portal, you can exchange the product you ordered for a different size or another product - free of charge. When you choose to return to a gift card, you save the return fee (€5.00) and get +10% extra on the amount to be returned (gift card valid for 12 months)! You can find all the detailed conditions at the bottom of this page.

If you have placed an order through IVALO.COM, check the return instructions here .

Conveniently make all exchanges and returns of your order in one go on the portal:

 

General
All our products have a 14-day return right from receipt of the goods in accordance with the Consumer Protection Act. Products to be returned must be in their original condition, i.e. unused and in condition the items can be sold again. Please return the product in its original packaging. The right of return does not apply to opened socks or hygiene products.

We process exchanges and returns after they arrive at our warehouse within a maximum of 14 days. Exchanging products is free, for returns we charge €5.00 return costs, but you can avoid the return cost by choosing a refund for a gift card.

Please remember to ask for and keep the receipt and the tracking number when you ship the return package. This way we can track the return shipment if necessary.


Exchanges
For all orders, we offer one exchange delivery for another size or product. You can therefore exchange several products in your order, but all exchanges and returns must be made at the same time in the portal and sent to us in the same shipment. We offer an exchange for all products worth more than €25. The exchange is only offered through the portal.

The exchange product is sent when our warehouse receives and processes the returned product sent by the customer. You can get instructions for sending the product from the portal. Please note that the exchange product you have selected will only be reserved for you when the product to be returned arrives at the warehouse. If the replacement product is not suitable, the same 14-day right of return applies to the product as with the original order (no new exchange). If you are returning a once-exchanged product, use the order number of the new exchange order in the portal.

If you wish, you can also exchange the product for a more expensive or cheaper product. If you choose a product with a different price, the remaining amount will either be credited to the original payment method or you will be charged using the payment link sent by email, depending on whether the replacement product is more expensive or cheaper. The payment link for the more expensive replacement product will be sent when the return arrives at the warehouse.


Returns
Select the products to be returned in the portal at the same time as you make any exchanges. You can choose to return the money to the original payment method or to a gift card, in which case we will not charge a return fee for the return. For returns, we charge return costs of €5.00/shipment (unless you choose a refund for a gift card in the portal). The return cost is automatically deducted from the refunded amount. Gift cards issued in connection with returns are valid for 12 months.

The money for the returned products will be refunded when the return shipment arrives at the warehouse. For orders paid with a gift card, we return the amount paid with the gift card back to the gift card. We process returns after they arrive at our warehouse within a maximum of 14 days.


With the return fee (€5.00), we cover part the handling costs incurred by us for the return. The customer does not incur any other costs for the return, as long as the products are sent back by predetermined delivery methods, such as the carrier's return code. You can get instructions for sending the product back from the portal.

A salable product
If the product is returned to Kaiko in an unsaleable condition (e.g. dirty, used, lots of animal hair), we cannot accept the return. In this case, Kaiko has the right to either return the product in question to the customer without a refund, or alternatively, Kaiko can keep the product and refund the customer 50% of the amount the customer has paid for the product.


Claims
If the product you received is defective, you can make a complaint by sending us a picture of the product's defect, an explanation of the situation, your order number, name and phone number via email info(a)kaikoclothing.com. We will return to the matter as soon as possible!


Promotional offers
If you return a product with a promotional offer (such as buy 3, pay 2), please note that the offer expires if the conditions of the offer are no longer met and we will take this into account in the amount to be returned.


Eg: We offer a selection of products take 3, pay 2, in which case the cheapest one is free. You end up returning one of the three products, in which case the conditions of the offer are no longer met. If you return one of the products that you have paid for, we will deduct the value of the free product from the amount to be returned (you end up keeping the product you received for free, but the offer for the free product is no longer fulfilled, as you only keep two products).


Campaigns with free merchandise
If you return an order that was included with a free gift/merchandise, please also return them if the conditions of the campaign no longer met. We reserve the right to charge the price of the gifted merchandise, if the free gift/merchandise is not returned accordingly.


For example: we offer a free accessory (worth €14.90) for orders over €150 and you place a €200 order. However, you return products in such a way that the final value of the order is no longer more than €150, in which case you must also return the product you received on sale, because the conditions of the offer are no longer met. If we do not receive the merchandise in connection with another return, we have the right to deduct the value of the merchandise from the amount to be returned by €14.90.

 

Problems during in transport

If the product is lost during transport, damaged or the wrong product has been delivered to the customer, the customer must report the error immediately to the address info(a)kaikoclothing.com .

Notification of incorrect delivery or defective product must be made within 14 days of receiving the product. If the package is damaged during delivery, a complaint must be made immediately to the transport company.


We reserve the right to change our terms of delivery. We recommend that you read the valid delivery conditions before placing an order. We treat all customer data in complete confidence.

Updated 1/12/2023