Returns, Refunds and Exchanges

Item damaged during shipping?

If a product is damaged during shipping we will follow up with the service provider to find out what went wrong. We may ask you to send a photo of the product, if damaged, so we can follow up with the service provider. 

Where possible, we will mend the product. We will refund your costs to send the product back to us for repair. If the packaging the product arrived in is still suitable for shipping please re-use it. If not, please use standard shipping packaging. Please also include the order slip or order number with the returned product. 

If the product is damaged beyond repair we will replace with the same or similar, or store credit.

Please let me know straight away if a product has arrived damaged. Kiewa Designs won’t mend or replace products if you contact us about the problem after 20 days from the shipping date. 

Changed your mind?

You can cancel an order any time prior to shipment and we will give you a full refund, no questions asked. 

If you change your mind about a product you have received, please let us know straight away. We can exchange the product, offer store credit, or offer a full refund. We can also offer store credit for the costs of returning the product, or refund the costs to ship the item back to Kiewa Designs. 

Kiewa Designs will also pay the return shipping costs if the return is a result of our error (i.e. you received an incorrect item). 

If the packaging the product arrived in is still suitable for shipping please re-use it. If not, please use standard shipping packaging. Please also include the order slip or order number with the returned product. Kiewa Designs won’t offer exchanges or refunds on products after 30 days from the shipping date. 

Refunds

You should expect to receive your refund within four weeks from shipping the item back to Kiewa Designs. This time includes the time it takes for the item to return to us (5-10 business days), plus processing time when we receive it (3-5 business days), and the time it takes for your bank to process the refund request (5-10 business days). 

Please contact us with your order number and details about the item you’d like to return. 

Thank you for your interest in Kiewa Designs.