Your satisfaction is our priority.

At Kivu Collections, we are committed to ensuring that you love every piece you purchase. If something doesn’t feel right, we’re here to make it better. Please read our returns and exchanges policy carefully.

Eligibility for Returns

You may return or exchange your item(s) within 14 days of receiving your order if the following conditions are met:

  • Items must be unused, unworn, unwashed, and in original condition
  • Must include all original tags, labels, and packaging
  • Proof of purchase (order confirmation email or receipt) is required

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Sale or discounted items
  • Gift cards
  • Custom-made or personalized items
  • Accessories worn for hygiene reasons (e.g., earrings, masks)

How to Request a Return or Exchange

  1. Email us at: orders@kivucollections.com
  2. Include the following details:
    • Your full name
    • Order number
    • Item(s) you wish to return or exchange
    • Reason for return (optional but appreciated)
  3. Wait for our confirmation and return instructions
  4. Ship the item(s) to the address we provide

Return shipping costs are the responsibility of the customer unless the item was incorrect or defective.

Refunds

  • Refunds will be processed to your original payment method within 7–10 business days after we receive your returned item(s).
  • You will receive an email notification once the refund has been issued.
  • Shipping costs are non-refundable unless the return is due to our error.

Exchanges

Need a different size or color? No problem!
Once we receive your returned item, we’ll ship out your exchange item (if available) at no additional cost.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with clear photos and your order details. We’ll resolve the issue as quickly as possible.

International Returns

International customers are welcome to return items, but please note:

  • Return shipping costs must be covered by the customer
  • Ensure the return is marked as a “Return/No Commercial Value” to avoid customs fees
  • Kivu Collections is not responsible for returns lost in transit