FAQ

No. Kala Creation does not refund items that have been delivered as ordered — whether you have changed your mind, the fit is not what you hoped, or you would simply prefer some‐ thing else. What we offer instead is an exchange, on the conditions in the next answer. Items that arrive damaged, defective or wrong are a different matter entirely and are covered in Section G below.

All of the following must be true: Within 7 days: Your request reaches us within seven days of delivery Unused: Not worn, used, washed, dry-cleaned, altered or tailored All tags attached: Every original tag, label and seal still attached and intact Bill available: The original invoice, plus your order number or order confirmation Free of marks: No stains, makeup marks, perfume, smoke or post-delivery damage Original packaging: Wherever that packaging is still available Exchanges are also subject to the replacement being in stock, and you may exchange a given item once per order. We inspect everything sent back; if it does not meet these conditions we will tell you and return it to you, at your cost, and no exchange will be made.

You do — both ways. You arrange and pay to send the piece back to us, and the courier charge on the replacement is payable by you before we dispatch it. When we confirm the ex‐ change we tell you what that charge will be, so you know the full cost before sending anything. We add no handling or restocking fee on top. This does not apply to anything that arrived damaged, defective or wrong — in those cases we pay the courier both ways and you pay nothing. See question 33.

Call or email us within 7 days of delivery, quoting your order number and telling us what you would like instead. Send photographs of the piece with its tags attached if we ask for them. We will then confirm the exchange, tell you where to send it and what the courier charge on the replacement will be. Please do not send anything back before we have confirmed it. Pack it securely with all tags attached and a copy of the invoice inside, and once it reaches us, passes inspection and the courier charge is paid, we dispatch your replacement within 48 hours.

Anything requested more than 7 days after delivery; anything whose tags, labels or seals have been removed, cut or tampered with; anything worn, used, washed, dry-cleaned, altered or tailored; anything stained, marked, damaged or soiled after delivery; anything for which the bill and proof of purchase cannot be produced; and anything made or customised to your own measurements. None of these exclusions apply to an item that arrived damaged, defective or incorrect.

We will offer you an alternative piece of equal value, or a credit note you can use against a future purchase.