Return & Refund Policy

CAN I RETURN MY KALAIA PRODUCTS?

KALAIA Label accepts returns if there is a sizing issue or defect and will exchange a new piece of the same item to you, subjected to availability. KALAIA Label does not offer refunds on items due to change of mind. We will only offer a refund if the garment has a manufacture defect or if an alternate size in the same style is unavailable for exchange.

The garment purchased must be unused and in the same condition as when received to be eligible for a return. However, sale items and gift cards will not be accepted for return or exchange.

We only ask that the following requirements are met:

Items must be in original condition and must not have been worn, altered, or washed. All tags must also be in place.


ARE RETURNS FREE?

KALAIA Label does not bear shipping costs for returns unless item is damaged, in which case you will need to provide a proof of expense and we will credit the amount to your account (the same method you used to pay) within 7 days and we will email you once complete.

If you are shipping an item over USD75, you should consider using a trackable shipping service or purchasing shipping insurance. KALAIA Label does not guarantee that we will receive your returned item, in which case we cannot be responsible for the loss of the item.


WHAT IF MY ORDER ARRIVES DAMAGED, OR THERE IS A FAULT?

Whilst we hope this never happens, if you do receive damaged items, or have a manufacturing fault evident, please contact us immediately at hello@kalaialabel.com so we can personally assist you and sort out your problem as soon as possible.

HOW DO I ORGANISE A RETURN OR EXCHANGE?

You will be required to fill in the return slip that's available here. Please contact hello@kalaialabel.com with your return query (return slip attached) so that our returns team can arrange for your exchange and/ or store credit refund to be processed as soon as possible. For Singapore customers, all exchange garments will need to be returned within 7 working days from date of purchase.

For International customers, all claims must be lodged within 14 days from date of shipping.

 

HOW LONG DOES IT TAKE FOR MY EXCHANGE/ STORE CREDIT REFUND TO BE PROCESSED?

At KALAIA Label, we try to process returns as quickly as possible, we do ask for 24-48 hours to be able to process your return.  

If you are exchanging for your item instead, we will send you your new piece/s out after we have received your return, and issue you a new tracking number.

If you are refunding, we will refund you through store credit into your KALAIA Label account, and you will be notified once the process has been completed.

  

WHERE DO I SEND MY RETURNS TO?

Simply email hello@kalaialabel.com to confirm your eligibility to return and we will provide you with the return address.

When returning items, please enclose the following:

  • Your returned item
  • Filled return form
  • Proof of expense where necessary