Last updated: 2026-10-20

At Kekoes, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. This policy explains how returns, exchanges and refunds work.

1. Return Window

You have 30 days from the date you receive your order to request a return or exchange. The delivery date shown in the tracking information will be used to determine eligibility. Requests made after the 30-day period cannot be accepted, except for items that are damaged or defective.

2. Return Eligibility

To be eligible for a return or exchange, your item must meet all of the following conditions:

• The item is unused, unworn, unwashed and in the same condition as you received it;
• The item is in its original packaging, with all tags, labels, accessories, manuals and free gifts included;
• The item has not been altered, damaged, or assembled in a way that prevents resale;
• You provide proof of purchase, such as your order number or order confirmation email.

Items that do not meet these conditions may be refused or may receive only a partial refund.

3. Non-Returnable Items

For hygiene, safety or other reasons, the following items cannot be returned or exchanged unless they arrive damaged, defective or incorrect:

• Gift cards and downloadable products;
• Personalized, engraved or custom-made items;
• Intimate apparel, swimwear, and earrings;
• Health, beauty, hygiene or personal care products that have been opened or used;
• Perishable goods;
• Items marked as "Final Sale" or "Non-Returnable" on the product page;
• Free gifts and promotional items.

4. How to Return an Item

Please follow these steps to start a return:

1. Contact us: email us at [email protected] with your order number, the item(s) you wish to return, the reason for the return, and photos of the item if applicable.
2. Receive instructions: our team will review your request and reply within 1-2 business days with a Return Authorization and the return address.
3. Pack your item: pack the item securely in its original packaging and include a note with your order number.
4. Ship your return: send the package using a trackable shipping service and send us the tracking number. We recommend keeping your proof of shipment until your refund is completed.

Please do not send your return to the manufacturer or to any address not provided by us. Returns sent without prior authorization, or sent to the wrong address, may not be accepted or refunded.

5. Return Shipping Costs

Original shipping fees (if any were charged) are non-refundable. For international returns, the customer is responsible for any customs duties or taxes incurred on the return shipment.

6. Inspection and Approval

Once your return arrives at our facility, we will inspect it to confirm that it meets the eligibility requirements. Inspection is usually completed within 3-5 business days of receipt. We will notify you by email once your return has been approved or rejected. If a return is rejected, we will explain the reason and can send the item back to you at your expense.

7. Refunds

If your return is approved, your refund will be processed automatically to your original payment method within 5-10 business days. Please note:

• Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement;
• If you paid using a discount code, the refund will be based on the amount you actually paid;
• If you return only part of an order that qualified for a promotion, the refund amount may be adjusted to reflect the promotion terms;
• Refunds are issued in the original currency of payment. We are not responsible for differences caused by exchange rate fluctuations or bank fees.

8. Late or Missing Refunds

If you have not received your refund after the timeframe above, please:

1. Check your bank account or card statement again;
2. Contact your credit card company or bank, as it may take some time before your refund is officially posted;
3. If you have done all of this and still have not received your refund, please contact us.

9. Exchanges

We are happy to exchange eligible items for a different size, color or style within 30 days of delivery. To request an exchange, contact us following the same steps as a return and let us know which item you would like instead.

• Exchanges are subject to stock availability. If the requested item is out of stock, we will issue a refund instead.
• If the new item has a different price, we will either refund the difference or send you a payment link for the balance.
• The replacement item will be shipped once we have received and approved your original item.

10. Damaged, Defective or Incorrect Items

We carefully inspect every item before shipping, but if something goes wrong, we will make it right. If you receive an item that is damaged, defective or not what you ordered, please contact us within 7 days of delivery and include:

• Your order number;
• Clear photos or a short video showing the issue;
• Photos of the outer packaging and shipping label.

Once we confirm the issue, we will offer a free replacement or a full refund, including any shipping costs. In some cases, we may not require you to return the item.

11. Order Cancellation

You can cancel your order free of charge as long as it has not yet been shipped. Please contact us as soon as possible with your order number. If your order has already been shipped, it can no longer be cancelled, but you may return it once received in accordance with this policy.

12. Sale Items and Gifts

Regular-priced and discounted items are eligible for return under this policy unless marked as "Final Sale". If the item was marked as a gift when purchased and shipped directly to you, you may receive a refund to the original payment method of the person who placed the order, or an exchange for another item.

13. Contact Us

If you have any questions about returns, exchanges or refunds, our support team is happy to help: