Cancellation Policy
- Order Cancellation: Orders can only be canceled within 12 hours of placement. After this time, once the order is processed, it cannot be canceled.
- Custom & Personalized Orders: All custom or personalized orders, including those with names, initials, or specific requests, cannot be canceled once they are placed, as they are final sale.
Return Policy
- Eligibility: We accept returns for store credit on items that are unworn, undamaged, unaltered, and returned in their original packaging, including boxes, pouches, or any gifts with purchase.
- Time Frame: Returns must be initiated within 30 days of delivery as confirmed by courier notification.
- Custom & Personalized Items: All personalized and custom orders, including those with names, initials, or specific requests, are FINAL SALE and are not eligible for return.
- Receipts: A physical or electronic receipt is required for all returns.
- Non-Refundable Charges: Shipping and handling fees are non-refundable. A return shipping fee of $8 will be deducted from the credited amount.
- International Orders: All international orders are FINAL SALE and are not eligible for return.
- Gift Cards: Kristien Surya E-Gift Cards are non-returnable and cannot be exchanged for cash or credit.
Please note: All returns are subject to an inspection process upon receipt. Returns that are damaged (e.g., tangled, scratched) or not in acceptable condition may be refused or incur a restocking fee.
How to Return an Item
- Request a Return: Please email ClientServices@KristienSurya.com to initiate a return request.
- Prepare Your Item: Ensure that the item is packed securely in its original packaging and placed inside a shipping box. Please do not use an envelope as this may cause damage, and such returns will not be accepted.
- Attach Prepaid Label: Use the prepaid UPS shipping label we provided via email.
- Drop Off: Return your package at any UPS Store, Authorized Shipping Outlet, or Customer Center.
- Confirmation: Once we receive and validate your return, we will notify you via email. Store credit processing may take 3-5 business days.
Important: Kristien Surya is not responsible for items that are damaged or lost if you choose to use your own shipping method.
Gift Returns
- Gift Recipients: Returns for gifts will be issued as store credit, provided a gift receipt is included.
- Condition: All gift returns must be in their original condition and packaging.
Exchange Policy
We do not offer direct exchanges via mail. To exchange an item:
- Return the Item: Follow the return process by requesting a return label and sending back the original item.
- Store Credit: Once the returned item passes our inspection, we will issue store credit for you to purchase a replacement.
Please note that all returned items must meet our return requirements before store credit is issued.