Returns & Exchanges

We offer refunds or exchanges is the item is not right for you.

Email us within 48 hours of receiving your item to arrange an exchange or return.

If you would like to return an item, please email us first hello@klay.co.nz with your order number and item/s you would like to return and we will reply with return confirmation, which will include instructions on how and where to return it to. 

Please note: Return shipping & shipping of exchanged item will be at customers expense. 

If you pay by AfterPay, the refund balance will be minus the AfterPay fee (5% for NZ orders, 7% for Australian orders). We still get charged the AfterPay fee even for refunds.

Items need to be returned to us in similar protective packaging they were sent in, with all original labels, tags and product boxes within 10 days of return information being sent to you. Safely wrapped in tissue/ cushions in a box etc. The product boxes/ packaging must also be undamaged (ie shoe box, kettle box) on being returned to us.

Returned items must be sent using tracked courier, with a tracking number and signature required, as we are not able to exchange items if they do not get back to us. Responsibility for the item remains with the purchaser until it is back with us. We are not responsible for any customs duties or taxes on international orders.

Once we get the item back in original brand new, unworn/ unused condition, we will process your refund or exchange. We will not accept returns that have been worn/ used. For refunds, the credit, minus the shipping costs will return to your account via our website host Shopify. This might take a couple of days to show up in your account.

We do not offer exchanges/ refunds on sale items or very limited items.

We do not offer exchanges, repairs or refunds on items that have faded or been damaged due to general wear and tear, poor storage or not following the care instructions. Care instructions for each item is sewn into the side of garments or on the inside of cushion covers & bags. Please look after your Klay goods and they should last you for years.

If your item is faulty, please contact us with a description and images. If the fault is ours we will happily refund, exchange or repair the item.

Klay reserves the right to refuse a return or exchange if the merchandise in question does not meet these requirements.