Returns & Exchanges
Our promise
We want you to love your KAKAIYS piece. If for any reason it is not right, you may return or exchange it within 14 days of delivery for a full refund or store credit.
Return conditions
- Item must be unworn, unwashed and in original condition.
- All original tags, dust bag and packaging must be included.
- Item must show no signs of wear, fragrance, smoke or alteration.
- Made-to-order and personalised pieces are final sale and not eligible for return.
- Sale items marked "Final Sale" are not eligible for return or exchange.
How to start a return
- Email returns@kakaiys.com within 14 days of receiving your order.
- Include your order number and the reason for return.
- We will issue a Return Authorisation (RA) number and shipping instructions within 1 business day.
- Pack the item securely with the RA number visible on the outside of the parcel.
- Ship via a tracked, insured service to the address provided.
Refunds
Once your return is received and inspected (typically within 3 business days), we will issue your refund to the original payment method. Refunds usually appear in your account within 5–10 business days depending on your bank or card issuer.
Exchanges
Need a different size or colour? Follow the same process and indicate "Exchange" in your email. We will hold the new item for you and ship it as soon as your return is received. Exchanges within the same price tier ship complimentary.
Return shipping
Return shipping is the customer's responsibility unless the item is defective or we shipped the wrong piece. We strongly recommend a tracked, insured courier — we cannot process refunds for parcels lost in transit.
Defective or incorrect items
If you received a defective or incorrect item, contact us at care@kakaiys.com within 7 days of delivery with photos. We will arrange complimentary return shipping and a full refund or replacement.
Craftsmanship warranty
Every KAKAIYS piece carries a 6-month craftsmanship warranty from the date of delivery, covering manufacturing defects in stitching, hardware and lining under normal use. The warranty does not cover: natural patina, water or oil staining, scratches and marks from daily wear, damage from misuse, improper storage, exposure to extreme heat or chemicals, or alterations made by a third party. Contact care@kakaiys.com with photos and your order number to make a warranty claim.
Handcrafted variations
Every piece is cut, stitched and finished by hand from full-grain leather. Slight variations in colour, grain, scarring, stitch alignment and patina are inherent to natural leather and are not considered defects. These characteristics are part of what makes each KAKAIYS piece one of a kind.
Non-returnable items
The following are strictly final sale and cannot be returned, exchanged or refunded:
- Made-to-order, bespoke and made-to-measure pieces
- Personalised or monogrammed items
- Custom colour, custom leather or custom hardware orders
- Items marked "Final Sale" at checkout
- Care products, gift cards and promotional items
Chargebacks & disputes
We are committed to resolving every issue directly. Please contact us before initiating a chargeback or payment dispute — most issues are resolved within 48 hours. Chargebacks filed without first contacting us, or for items that fall outside this Returns Policy, will be contested with full order, delivery and communication records.