returning

We do our utmost to deliver quality items of your choice to your home. Nevertheless it might happen that you are not fully satisfied with your purchase. You can always return your purchase and we will a give a full refund of the item price. This also applies to "SALE" items.
The procedure is as follows:   

Free return shipping and free exchange shipping:
With the Kiala label enclosed in every order (starting 20 September 2011) you can ship your return to us free of charge (Netherlands and Belgium only)*) with Kiala. (For locations see www.kiala.nl or www.kiala.be)
When you decide to exchange one or more items for something else, we will also ship your new order for free.
If you ship with a shipping company other than Kiala, costs will occur. These costs are for your own account.

Conditions
1 Returns have to be reported to us within 7 days after receipt of the order. Please do so on our website in "My account"  The date of the second delivery attempt of our shipping company and the date of delivery to a Pick up location (i.e. Kiala) is also treated as date of receipt.  
2 Your return shipment has to be delivered to  us no later than 7 days after your notification (please be aware that shipping can take 2 - 5 days)
3 Please enclose a printed copy of the return notification in your parcel so we can identify the sender. 

Please note that:
1 The returns have their labels attached and are in their original package.
2 Returns will not be accepted if they are:
a Worn or washed;
b Damaged and / or repaired;
c Have not been used or treated in accordance with their instruction. (Soles of shoes for instance should not be damaged as a result of fitting.) 

Processing and refunding
Your return will be confirmed by email when you report your return on the website and on receipt in our warehouse. No later than 3 business days after receipt of your return we will refund to your credit card or bank account, depending on your original payment method.
The shipping costs of the original shipment will not be refunded. If you exchange your return for a new purchase, we will send this new order free of shipping costs. Exchanging with your return amount on our website is easy and without any delay.  

*) Unfortunately this service is not yet available for other countries. Return shipments from other countries have to be shipped to us postage paid. Detailed instructions are included in every order we ship.