Canceling Orders

  • If your order has not been shipped, please visit the Helpdesk.
  • If your order has been shipped, you will need to return the item to us.

Returning or Exchanging Items

If you are not completely happy with your purchase, simply return the item or items to us in original saleable condition within 7 days of receipt. We will issue a refund (see below for details), or exchange the item for a different size if preferred. Items marked with an asterisk ( * ) in the product name or identified as vintage or otherwise indicated, are non-refundable.

Returns Policy

  • All items returned must have a Return Merchandise Authorization (RMA) number. Unidentified items may be returned the the sender.
  • We can only exchange items for a different size. Please specify the size when requesting your RMA.
  • All items must be returned new, unused and with all Kisami and designer garment tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer.
  • Where provided, belts, accessories and any designer packaging such as documentation, authenticity cards, dust bags and leather tags must be included with your return.
  • Clothing should be tried on before wear. Please ensure that your are not wearing perfume/aftershave or a deodorant which may leave a scent or marks on the item, otherwise the returns may not be accepted and may be sent back to the customer.
  • In the interests of hygiene, we do not offer refunds or exchanges on pierced jewellery, underwear or swimwear if the hygiene seal has been removed or if they are soiled, unless they are faulty. Underwear and swimwear should be tried on over underwear, without removing the protective hygiene seal.
  • Shoes should be tried on a carpeted surface before wear. Shoes must be returned in their original, undamaged shoe box, as this is part of the product. Shoes returned without boxes or in damaged boxes may not be accepted and may be sent back to the customer.
  • The item remains your property and therefore your responsibility until it reaches us. We recommend that you return the items using a tracked, registered and insured delivery service. We can not refund if we do not receive the returned items.
  • The costs of returning the item is your responsibility. In many cases we can provide a collection service, the cost of which will be deducted from the refund.
  • Items may take up to 14 working days to be received and processed by us. We will notify you of receipt of returned items by email.
  • Items must be returned within 14 days of the date of your RMA request. Returns after this period are accepted at our discretion and may only be refunded as a Gift Voucher. RMA requests made after 7 days will also be granted at our discretion.
  • Keep returned items in the same shipment to ensure your return is processed as quickly as possible.
  • Ensure items are returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes must be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
  • You may cancel a Gift Voucher within 7 days of receipt of the Gift Voucher Code, for a full refund, provided the Gift Voucher code has not been used.
  • You may only cancel a Gift Voucher for a refund if it has been purchased from the Website. Gift Vouchers supplied in-kind, whether complimentary or in the form of refunds or remaining balances are non-refundable.
  • Notwithstanding anything else in the Terms & Conditions, we reserve the right to charge you for the cost of returning the item to us.

Returns Process

  1. Contact the customer service team for an RMA request, quoting your order number, name, address and details of the item.
  2. Arrange for shipment or arrange a collection with us.
  3. Return the invoice and items to our returns address. Ensure the RMA number is marked clearly on both the invoice and the parcel.
  4. You will be notified by email upon receipt of returned items.

Returns Address

Kisami Returns Team,
Darwin House,
Corbygate Business Park,
Corby,
Northants,
NN17 5JG,
UK

Faulty Items

If the item you receive is faulty, please contact the customer service team for an RMA request. We will then advise on how to proceed with the return. Where possible, we will offer to repair the faulty items.

Please note that items damaged as a result of wear and tear are not considered to be faulty.

Wrong Items

If you have received an item that you did not originally order, please contact the customer service team for an RMA request. We will then advise on how to proceed with the return.

Refunds

Your refund will either be credited to the original purchaser’s credit/debit card or supplied as a Gift Voucher, and if collected by us, will exclude shipping costs (with the exception of wrong or faulty items), to cover the cost of the collection service.

If a discount or offer was applied against your original order, the amount refunded will be adjusted for the revised order value and appropriate discount.

Items purchased in full or in part with a Gift Voucher will be refunded accordingly in full or in part with a new replacement Gift Voucher.

Customs duties and Sales taxes for non-UK customers are non-refundable – you may be able to recover these by contacting your local relevant tax authority.

Distance Selling Regulations

Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel your order, for a full refund. This does not apply to items marked with an asterisk ( * ) in the product name or identified as vintage or otherwise indicated.

All order cancellations must be made in writing, quoting your order number and sent within 7 working days of receiving the items (starting from the day after receipt).

We will provide a full refund, but you must return the cancelled items at your cost. We may arrange to collect the items from you, at your cost, if we do not receive the items back.

Statutory Rights

Your statutory rights are not affected by our returns policy.

Last Updated

These terms were last updated on Wednesday, March 25, 2009.