Refund policy

At Kaltza, we want you to shop with confidence. This Refund Policy explains how we handle returns, order cancellations, exchanges, damaged or incorrect items, and refunds for purchases made through our website.

Key Information

Policy Details Information
Return period 30 days from receipt of order
Cancellation period Within 8 hours of placing the order
Refund processing time 7 days
Refund method Original payment method
Restocking fee None
Return method By mail
Return label Free – download and print
Required product condition New, unused, unwashed, with original tags
Returns accepted Defective and non-defective products
Exchanges Accepted
Damaged goods Free return, replacement, exchange, or refund where applicable

Eligible Countries

We currently accept returns from customers located in the United Kingdom.

30-Day Return Policy

Kaltza offers a 30-day return period. You have 30 days from the date you receive your order to request a return.

We accept returns for both defective and non-defective products.

To be eligible for a return, the item must be in new, unused, and unwashed condition, with all original tags attached and, where applicable, returned in its original packaging.

Proof of purchase may also be required before your return can be approved.

Order Cancellations

You may request to cancel your order within 8 hours of placing it.

To request a cancellation, contact us at contact@kaltza.com and include your order number.

Please note that submitting a cancellation request does not guarantee that your order can be cancelled. If your order has already entered processing, fulfilment, or dispatch, we may no longer be able to cancel it.

If more than 8 hours have passed, you may still be eligible to return your order after delivery in accordance with this Refund Policy.

How to Start a Return

To request a return, contact us at contact@kaltza.com and provide:

  • Your order number

  • The item or items you wish to return

  • The reason for your return, where applicable

Once your return request has been reviewed and approved, we will send you the necessary return instructions together with a free downloadable and printable return shipping label.

Approved returns must be sent by mail to the return address provided below.

Return Shipping Costs

There is no charge for the return shipping label for approved returns.

Kaltza will provide you with a free return label that can be downloaded and printed.

We recommend keeping your return shipping receipt and tracking information until your return has been received and fully processed.

Restocking Fees

We do not charge any restocking fees for approved returns.

Return Address

Approved returns should be sent to:

364B Green Street, London, E13 9AP, United Kingdom

Please contact us before sending any item back. This allows us to confirm your return request and provide the correct return instructions and shipping label.

Refund Method

Approved refunds will be issued to the original payment method used when placing the order.

Refunds cannot normally be transferred to a different card, bank account, or payment method.

If the original payment method is no longer available, please contact us at contact@kaltza.com for assistance.

Refund Processing Time

Our refund processing time is 7 days.

Once your returned item has been received, inspected, and approved, Kaltza will process your refund within 7 days.

The refund will be issued to the original payment method used for the purchase.

Please keep in mind that your bank, card issuer, or payment provider may require additional time to credit the refunded amount to your account after the refund has been processed by us.

If you have not received your refund after the applicable processing period, please contact us at contact@kaltza.com

Exchanges

We accept exchanges for eligible products.

To request an exchange, contact us at contact@kaltza.com within 30 days of receiving your order.

Please provide your order number and details of the item you would like to exchange.

Items submitted for exchange must meet the same eligibility and condition requirements described in this Refund Policy.

Damaged Goods

If your order arrives damaged during delivery, please contact us at contact@kaltza.com as soon as possible.

Please provide:

  • Your order number

  • A description of the damage

  • Clear photographs of the damaged item

  • Photographs of the packaging, where applicable

Our team will review your request and determine the appropriate solution.

Eligible damaged products may be returned using the free return label provided by Kaltza.

Depending on the circumstances, we may offer a replacement, exchange, or refund to your original payment method.

Defective, Incorrect, or Not-as-Described Goods

If you receive an item that is defective, incorrect, or not as described, please contact us at contact@kaltza.com as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs showing the defective or incorrect item

  • Photographs of the packaging, where applicable

Our team will review the issue and provide an appropriate solution.

Eligible defective, incorrect, or not-as-described products may be returned using the free return label provided by Kaltza.

Where appropriate, we may provide a replacement, exchange, or refund to the original payment method.

Customer Support

If you need assistance with an order, product, return, exchange, or refund, the Kaltza customer support team is available to help.

You can contact us using the details below:

Email: contact@kaltza.com
Phone: +44 7473953371
Address: 364B Green Street, London, E13 9AP, United Kingdom

Customer Service Hours

Monday – Friday: 09:00 AM – 5:00 PM (GMT+0)
Saturday & Sunday: 10:00 AM – 2:00 PM (GMT+0)

We aim to respond to all customer enquiries within 24 hours.