policies
ORDERS PROCESSING

 

Orders placed before 12pm EST are typically shipped out the same business days. Any orders placed after 12pm EST will be shipped the following business day (this includes orders with expedited shipping.

Each order is subject to product availability. Customer Service will reach out via email in the event that any item(s) are unavailable. Once the package has shipped, you will receive an automated email containing tracking information. 

Please note that we do not process or ship orders on weekends or holidays, and we cannot ship to P.O. boxes or APO addresses. Please contact support@kiini.com at the time of your order if you would like to add signature requirement on the package. 

DOMESTIC SHIPPING METHODS

  • USPS ground: delivers 1-5 business days after processing 
  • Fedex 2 day express: delivers in 2 business days after processing
  • Fedex Overnight express: delivers the next business day after processing.

INTERNATIONAL SHIPPING METHODS
  • Fedex International Express: Typically in 2-6 business days after processing. Sometimes if the destination is at a remote area and a local transportation had to be deployed, the transit time may be a few days longer. 
  • There may be a delay if the package is held at the customs and Fedex or customs officers were not able to contact the recipient. 
  • We ship to Russia and Brazil with USPS. The delivery time will depend on the destination address. 

 

INTERNATIONAL TAX AND DUTY

KIINI LLC is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the purchaser. Please check with your local customs office about rules and regulations that may apply to you. A helpful link to calculate how much you will be charged for customs depending on your country is dutycalculator.com. Please note, however, even with these shipping methods, transit times may vary due to customs delays. If you’re having trouble with your order, first please check the tracking information that is emailed to you and see if your package is still in transit. Contact the local Fedex office for any questions related to delays and customs fees. KIINI LLC is not responsible for delays in shipments due to pending customs duty/vat payments that are not paid by the customer. 

 

PACKAGE REFUSAL AT THE CUSTOMS

If the shipment is refused, the package is undeliverable, or the Import Fees are not paid, you will be responsible for the original shipping charges as well as the cost of returning the package to KIINI. These cost may include the return fee and customs processing fee imposed by your local government. Upon receipt of the package, we will issue a store credit for the amount of the merchandise minus the shipping charges. 


MODIFICATIONS/CANCELLATIONS
Orders cannot be modified after they have been submitted.
STORE CREDIT/GIFT CARD
Store credits / gift cards are valid for 3 years from the date they are issued. 

 

DELAYS / LOST / STOLEN PACKAGES

If your item has not been delivered at the promised time, here are the steps to be followed before contacting customer service. 
1- If the item is still in transit, check to see if you are aware of the actual transit time that is needed for selected shipping method. Please don't forget Fedex 2 day means (2 business days after the order is processed. Weekends don't count and if you had placed the order after 12 pm on any day, it will be processed the next business day!
2- If you are tracking the package and see that the item has not moved for several days, please contact the Customer Service at support@kiini.com
3- If you received a notice saying the item was delivered and the tracking shows that it was successfully delivered please check with the other people in your household, neighbor, doorman that may have picked up the package for you. If you have a security camera that points to your door/mailbox, please check the footage for the said delivery times in the tracking information. You may also contact the courier service referencing your tracking number.   We do not take responsibility for lost/missing packages that show successful delivery to the order address.
 

RETURN AND EXCHANGE POLICY

KIINI gladly accepts returns for all full priced items within 15 days of the purchase for store credit only.

KIINI LLC has full discretion in determining if items are in original condition when returned; products washed or worn will not be accepted.

-If you wish to make a return, please e-mail support@kiini.com with your order number in the subject line. We will send you the return instructions.

-For domestic orders, the first time return shipping fee is on Kiini. For additional returns on the same order 15$ restocking fee will be deducted from the store credit. 

For international orders, the return fees are customers responsibility. 

-Upon return of your item, we will email you a gift card for the amount of the store credit. Original shipping cost is non-refundable.  

-ALL SALE ITEMS ARE FINAL SALE- No returns or exchanges.  

DAMAGED PRODUCTS & SHIPPING ERRORS

All items are inspected during manufacturing and before it is shipped to the customer. 

In the event that we processed your order incorrectly, or you received a damaged or defective item, please notify the day of receiving the item and we will gladly replace it. 

Note that we do not take responsibility for damaged items purchased through third party retailers or merchandise that are already worn.

For any questions regarding your order, please contact Customer Service via email at support@kiini.com referencing your order number.