KIAN

Exchange & returns

The window

You have 14 days from receiving your order to exchange an item or return it. That is the period set by Article 9 of Ukraine's Consumer Rights Protection Act, and it applies whatever the reason — the piece may simply not suit you.

Conditions

We take an item back if it:

  • has not been worn — no traces of wear, washing, ironing, perfume or cosmetics;
  • has kept its saleable condition, with the factory tags and labels still attached;
  • comes back complete, as it arrived;
  • is accompanied by proof of purchase — the order number or the confirmation email is enough.

What cannot be exchanged

Resolution No. 172 of the Cabinet of Ministers of Ukraine lists non-food goods of proper quality that may not be exchanged or returned. From our range that covers underwear, on hygiene grounds. It does not apply where an item is faulty: a defective piece can always be returned.

How to do it

  1. Write to us — details are on the Contacts page. Give the order number, which item you are returning, and what you want instead: another size, another colour, or a refund.
  2. We confirm and send you the details for the return shipment with Nova Poshta.
  3. Send the parcel. Put a note with the order number inside — it finds its order faster that way.
  4. We inspect the item the day it arrives and tell you the outcome.

Who pays the return postage

The same rule the law uses, and it depends on why the item is coming back.

  • An item of proper quality — it did not suit you, or you changed your mind — return postage is paid by you. We add no handling fee on top; you pay Nova Poshta's tariff and nothing else.
  • A fault, damage or the wrong item — the wrong piece, the wrong size, the wrong colour — return postage is on us. It was our mistake, and you do not pay for it.

On an exchange for another size or colour, we cover the postage of sending the replacement to you.

Refund timing

Money goes back the way it came: a card payment is refunded to the same card, and a deposit to the card it was paid from.

We start the refund within three working days of receiving and inspecting the item. How long it then takes is your bank's business, usually three to ten banking days. That part is outside our control.

If something arrives faulty

Write to us straight away and attach photographs. We handle those cases separately and first — neither the saleable-condition requirement nor the excluded-goods list applies to them.