Returns & Exchanges
We offer exchanges, or store credit if the item is not right. The goods must be in brand new, unused condition.
We also offer refunds for cancelled/ refunded/ returned items, but it will be minus the non refundable transaction fees we are charged. Please see below.
We do not accept returns or exchanges on sale items.
You must 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 email@example.com 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. Items must be despatched to us on a tracked signature required courier within 3 days of receiving email return confirmation.
Please note: Return shipping & shipping of exchanged item will be at customers expense.
Important: for cancels/ returns/ refunds (not exchanges or store credit) on all orders the refund balance will be minus the Shopify transaction fee: NZ orders 2.7% +30cents. International orders 3.5% + 30cents.
As we do not get refunded on this.
Additionally, if you pay by AfterPay, the refund balance will be also minus the AfterPay fee (Afterpay fee is 5% for NZ orders, 7% for Australian orders). We still get charged the AfterPay fee even for refunds. The total that will deduced from the refund for NZ orders is the Shopify transaction fee (this is 2% for all orders using Afterpay) 5% + 2% = 7%. For international Afterpay refunds it is 7% + 2% = 9%.
The total deduced would be minus the Shopify fee + Afterpay fee.
If you paid by PayPal, the refund balance would be minus Shopify fee + PayPal fee. The PayPal fee is 5%. We still get charged this even for refunds. The total deduced would be minus the Shopify fee + PayPal fee.
We do not make any money from this. This is just the cost of the fees we have to pay, which we do not get refunded on for returns.
If you paid by direct bank transfer, there are no fees.
For exchanges, the only additional cost is for the courier of returned/ exchanged goods.
Items need to be returned to us in similar protective packaging they were sent in, with all original labels, tags and product boxes within 3 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 (if we have arranged courier + transaction fees) will return to your account via our website host Shopify. This can take up to 10 days to show back up in your account.
We do not offer exchanges/ refunds on sale items, very limited items (such as Lunar Calendars), made-to-order Older size Disc and Globe Covers, or on socks.
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.
If you return or exchange items that were sent with a free shipping offer, the shipping cost to you will be deducted from the refund. If you would like to exchange an item made on a free shipping offer, shipping of the exchanged item will be additional.
Klay reserves the right to refuse a return or exchange if the merchandise in question does not meet these requirements.