Refund policy
Key Information
| Return period | 30 days from receipt of order |
|---|---|
| Refund processing time | Up to 10 days after approval |
| Restocking fee | None |
| Return shipping costs | Customer's responsibility |
| Required product condition | New, unused, unwashed, with original tags |
| Exchanges | Accepted |
Eligible Countries
We currently accept returns from customers in United Kingdom.
How to Start a Return
If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order.
To start a return, contact us at contact@kaltza.online and provide your order number along with the item(s) you would like to return.
Once your request is reviewed, we will provide you with the appropriate return address and any required return instructions by email.
We recommend using a tracked shipping service when returning an item, as you are responsible for the package until it has been received by us.
No restocking fees are charged for approved returns.
Refund Process
Once we receive your returned item, we will inspect it to confirm that it meets our return requirements, including being new, unused, unwashed, and in its original condition with all applicable tags attached.
If the return is approved, we will process your refund within 10 days using the original payment method used for the purchase.
If you have not received your refund within 15 days after we confirm that your refund has been processed, please contact us at contact@kaltza.online.
Exchanges
We accept exchanges for eligible products.
To request an exchange, please contact contact@kaltza.online with your order number and details of the item you would like to exchange.
Return shipping costs associated with an exchange are the customer's responsibility unless the item received was incorrect or defective.
Non-Refundable Items
For hygiene and safety reasons, the following products are final sale and cannot be returned unless they arrive defective or incorrect:
| Non-refundable items |
|---|
| Beauty products |
| Bodysuits |
| Masks |
| Underwear & lingerie |
| Jewellery |
| Swimwear |
Damaged or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us at contact@kaltza.online within 24 hours of delivery.
Please include your order number and clear photographs of the item and packaging so that we can investigate the issue and provide an appropriate solution as quickly as possible.
Customer Support
| Support | Hours |
|---|---|
| Monday – Friday | 9:00 AM – 4:30 PM (UTC+0) |
| Saturday – Sunday | 10:00 AM – 2:00 PM (UTC+0) |
| Email support | Available 7 days a week |
Email: contact@kaltza.online
Address: 364B Green St, London E13 9AP, United Kingdom
Policy Changes
We reserve the right to update or modify this Return & Refund Policy when necessary. Any changes will be published on this page.
If you have any questions regarding returns, refunds, or exchanges, please contact us at contact@kaltza.online.