Refund policy
Refund & Exchange Policy
At KAAL, we take great care in crafting high-quality lingerie and want you to love every piece you receive. We understand that sometimes sizing may not be quite right, or an item may have a defect, and we’re happy to assist with an exchange or store credit when applicable.
Because lingerie is an intimate product, we have strict hygiene standards in place to ensure the safety and satisfaction of all our customers. Please review our policy below:
Returns & Exchanges
We accept returns and exchanges only for incorrect sizing or manufacturing defects within 14 days of receiving your order.
To be eligible, items must meet the following conditions:
✔ Unworn & unwashed, with all original tags and hygiene stickers (where applicable) still attached.
✔ In original condition (no marks, stains, perfume, or signs of wear).
✔ Not a final sale item (sale items and special orders are final).
For hygiene reasons, we cannot accept returns for change-of-mind purchases or items that do not meet the above criteria.
Exchanges for Incorrect Size
We know how important the right fit is, and we’re happy to exchange your item for a different size when available.
• If your preferred size is in stock, we’ll send a replacement once we receive and inspect your return.
• If the requested size is out of stock, we’ll send you the replacement as soon as new stock arrives.
• Customers are responsible for all shipping costs when returning or exchanging an item for size-related reasons.
Gift Purchases – Buying for Someone Else?
We know that many of our customers purchase KAAL pieces as gifts for their loved ones, and we want to make that process as easy and stress-free as possible.
If you’ve bought an item as a gift and it’s not the right size or style, we’re happy to assist with an exchange or store credit, provided that:
✔ The item meets our return criteria above (unworn, unwashed, with tags and hygiene stickers intact).
✔ The exchange request is made within 30 days of the original purchase date.
✔ The preferred size or item is in stock. If not, we’ll send the replacement as soon as new stock arrives.
Please note: Vouchers are non-refundable and cannot be exchanged for cash.
Shipping Responsibility:
• The customer is responsible for all shipping costs when returning or exchanging gift items for size-related reasons.
• If the item was defective or incorrect, KAAL will cover the shipping cost for the return and the replacement.
We do not offer refunds for gift purchases but will gladly ensure that your recipient gets an item they love through an exchange or store credit.
Defective or Incorrect Orders
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days at support@kaal.store with a photo of the issue.
• If confirmed as defective or incorrect, KAAL will cover the shipping cost for the return and the replacement.
• If the item does not qualify as defective or incorrect, standard return shipping costs will apply.
Order Modifications & Cancellations
Once an order has been placed, it cannot be canceled, as we begin processing immediately to ensure timely delivery.
However, if you need to modify your order (such as changing the size or color), please contact us within 24 hours of placing your order at support@kaal.store. While we will do our best to accommodate modifications, we cannot guarantee changes if the order has already been processed.
If a modification is not possible, our standard exchange policy will apply once you receive your order.
Final Sale Items
Some items are considered final sale and cannot be returned unless faulty:
• Sale & clearance items
• Special-order items
Need Help?
We’re here to help make your shopping experience as smooth as possible! If you have any questions or need assistance with an exchange, please email support@kaal.store – our team will be happy to assist.