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 NOTE:
- 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.
RETURNS: Please click link below and log in to your account (you'll get a one time code to enter and you can process your return from there) LINK TO RETURN: https://shopify.com/18452249/account (you must use same email used for order!)) - you will get an email with return label to print out if you wish to use once approved - IF YOU PURCHASED AT THE MARKETS PLEASE EMAIL US - as your email may not be associated with your order #. info@kilohandco.com
- 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.
EXCHANGES: Due to the nature of our launches, we suggest you purchase the size you want as a new order and fill out return request for the size you'll be returning.
- 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.
PLEASE INCLUE YOUR NAME or ORDER # ON ALL 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)
FYI - any orders with incorrect addresses due to customer entering incorrectly, shipping fees for re-sending are on to be paid by the customer.
Please reach out with any questions! We'd LOVE to make any issues with your order right!
QUESTIONS? SEND EMAIL TO INFO@KILOHANDCO.COM