Exchanges + Returns

RETURN AND EXCHANGE POLICY

If you are unhappy with your order, we certainly will accept returns if item is unworn and in good condition within 15 days from receiving item. We are a small business and really appreciate you contacting us within a few days of you receiving your order if you need an exchange or return. Once return approved, you’ll have one week to get in the mail or drop at our HQ.

HOLIDAY + POP-UP RETURN POLICY: If purchasing at our downtown Detroit holiday market, you have TEN days to return in person. IF for a gift, you have until January 5th to return in person at our pop-up in downtown Detroit with gift receipt OR can return online (we must be contacted by Jan 5th). If you purchased in person and want to return online, see below.

• Please do not return covered in pet hair or with stains.
• We will not cover sending out a new package due to any address issues - customer is responsible for inputting address correctly.

THREE WAYS TO RETURN OR EXCHANGE:

Where: Cadillac Square in Downtown Detroit

Hours: https://kilohandco.com/pages/markets

Bring your receipt or order # with you. If you do NOT have a receipt or item was a gift you'll be issued store credit via giftcard for the current amount of item or you can do a size exchange for the exact item if size is available. 

EXCHANGES: please order your new size/item online and select pickup - we cannot make on the spot exchanges as we may not have the item in stock or may need for current online orders. You will get an email when your order is ready. Leave your other item in a bag with your e-mail and order #, and the word RETURN on it. We will process your return within 24-48 hours.

Please note: Customers are required to pay for return shipping as well as shipping of a new item if exchanging. Please do not return items covered in pet hair, food, etc.

RETURN: IF YOU ORDERED ONLINE:

1. Log in to your account: In the "Email" field, enter your email address, and then click "Continue".

2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

3. Go back to the online store, and then enter a six-digit verification code. Click "Request return" for the order that you want to submit the return for. If your order has more than one item, then select the items that you want to return.

4. Select a return reason and add a note for the store.

5. Click "Request return".

EXCHANGE: IF YOU ORDERED ONLINE: We suggest returning your current item via the return portal link above and then we suggest purchasing the new item/size you want as that will expedite the process and we will ship our new item asap. (If you don't want to do that, you can email us your order # and the item/size you're looking to exchange for to see if we have in stock and we will wait until you ship back the item before sending out the new one.)

IF YOUR ITEM WAS A GIFT:  you can visit our Detroit pop-up for a size exchange or store credit giftcard thru January 5th OR if you want to return/exchange via online, please email us 1) exact item(s)/size(s) you are looking to exchange for or return 2) your full name and address. Once we receive your item, we will issue your gift-card OR send out the new item if exchanging

• RETURNS due to sizing issues or non-defective issues are to be paid by the customer. Shipping Fees will be required, see below (unless you drop off at our warehouse (37070 Amrhein Rd Livonia, MI). If the issue was our fault or there was a defective item we will happily return/exchange free of charge.
• RETURN SHIPPING: If you are doing a full refund, the refund will include only the amount of the items purchased (not the shipping originally paid), plus the return shipping cost will be deducted from the refunded amount based upon weight/location (this varies $5-$10). You can ship the item back yourself or drop off the item during pickup hours at our HQ in Livonia with a note stating your name/order # and that you want a refund to avoid shipping
• Returns are processed once item is received back at our office.

• While we suggest you just purchase the new item on your own as we won't ship out the new item until the original one comes back, if you wish to do a traditional exchange, please EMAIL INFO@KILOHANDCO.COM with your ORDER #, the ITEM and SIZE you wish to exchange for
• EXCHANGE SHIPPING: You will be charged $5 for the new item to be shipped out plus the cost of the returned item (this varies $5-10 depending on where you live/weight of item). You will receive an invoice to pay.
• If the issue was our fault or there was a defective item we will happily return/exchange free of charge.

*ALL SALE ITEMS ARE FINAL SALE, NO EXCHANGES OR RETURNS*

Where should you send your return?

You will receive a return label via e-mail to be shipped to 37070 Amrhein Rd Livonia, MI 48150, or you can physically drop off at our location during pick-up hours (see bottom of page)

QUESTIONS? SEND EMAIL TO INFO@KILOHANDCO.COM