We want you to love your purchase. However, we understand that sometimes things don’t work out as expected. Please carefully review our Return & Exchange Policy below to ensure a smooth process.

Change of Mind

If you’ve changed your mind about your purchase, we’re happy to help with an exchange or return, as long as you meet the following conditions:

• Contact us within 14 days of receiving your order.
• Send us your return tracking number within 3 business days of contacting us.

To make the process faster, please include the following information in your inquiry:

• Name
• Order Number
• Product Name/Code
• Reason for Exchange/Return

Please note:

• The customer is responsible for round-trip shipping costs for exchanges or returns due to change of mind.
• Items must be in their original, unused condition when they arrive at our warehouse. If any items show signs of use or damage, they will not be accepted for exchange or return.
• The return shipping fee is at the customer’s expense, and the initial shipping fee is non-refundable.

Defective or Incorrect Items

If you receive a defective or incorrect item, we will take care of the shipping costs for exchanges or returns. To process your request, please:

• Contact us within 14 days of receiving your order.
• Send us your return tracking number within 3 business days.

To speed up the process, please include:

• Order List
• Barcode of the item(s)
• Clear pictures of the item(s)
• A picture showing the defect or issue

Please note:

• If the item is defective or incorrectly shipped, kassiy will cover return shipping costs.
• Return shipping fees must be paid in advance, as COD (cash on delivery) is not accepted for international returns. Once we receive and inspect the returned items, we will refund the shipping costs.

Missing Items

If any items are missing from your order, please contact us within 14 days of receiving the package. To help us resolve the issue quickly, please provide:

• A picture of the parcel you received
• A picture of the items you received
• Your Order List
• Pictures of the barcodes on each item

What happens next:

• If we confirm the item is missing, we will promptly send you a replacement, subject to stock availability.
• Kassiy will cover all re-shipping costs.

Sometimes, orders are shipped in multiple parcels for your convenience. Please check your Order Status to verify if your items were shipped separately.

Non-Eligible Returns / Exchanges

Please note that the following items cannot be returned or exchanged:

• Items reported more than 14 days after delivery.
• Items with removed tags, even if they were defective on arrival.
• Customised or handmade items.
• Earrings are non-eligible for returns due to Health and Hygiene Laws regardless of being worn or unworn
• Items showing signs of use, perfume, smoke, washing, or alterations.
• Items damaged due to intentional misuse, including missing tags, alterations, or washing.
• Goods returned without prior notice or after return was denied by our Customer Service team.

Refund Policy for Unclaimed Packages

If your package is returned to us due to absence of the addressee or an incorrect address, the round-trip shipping fee will be deducted from your refund.

In some cases, if the shipping cost is particularly high, the parcel may be discarded. In such instances, no refund will be issued, and customers will be responsible for any losses.

Return address will be provided on a case-by-case basis for all refund issues.

Important Notes:

• Please double-check your order before purchase, particularly size, color, and customisation options, to ensure satisfaction.
• For the fastest resolution, include all required details when contacting us about returns or exchanges.

We appreciate your understanding and cooperation in ensuring a smooth and efficient return or exchange process.
Please contact us via info@kassiy.cm