Refund policy

At Kivella Shoes, customer satisfaction is important to us. If you are not completely happy with your purchase, please review our return and refund policy below.

Return Eligibility

We accept returns within 30 days of delivery.

To be eligible for a return, the item must be:

  • Unworn and unused
  • In its original condition
  • In the original packaging
  • Free from stains, odors, damage, or signs of wear

Items that do not meet these conditions may not be accepted.

Non-Returnable Items

The following items cannot be returned:

  • Items marked as final sale
  • Gift cards
  • Items that have been worn, washed, damaged, or altered
  • Items returned without approval

How to Start a Return

To start a return, please contact us at:

Email: [your email]

Please include:

  • Your order number
  • Your full name
  • The item you wish to return
  • The reason for the return
  • Photos if the item arrived damaged or incorrect

Our customer service team will provide return instructions after your request is approved.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

We recommend using a trackable shipping service, as we are not responsible for lost return packages.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method.

Please note that it may take several business days for the refund to appear on your account, depending on your bank or payment provider.

Damaged, Defective, or Wrong Items

Please inspect your order when it arrives.

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at:

Email: kivellashoes@gmail.com

Please include your order number and clear photos of the issue so we can help resolve it quickly.

Exchanges

If you need a different size, color, or style, please contact us first. The fastest way to get the item you want is to return the original item and place a new order after your return is approved.