Most frequent questions and answers
Once an order has been placed, you cannot change the address under your .KINU account but luckily there is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.
The fastest and best way to update an address on your order is by chatting us via Live Chat and we’ll do our best to help you out.
Please allow 2-4 weeks + shipping time.
Many of our products are handmade, bespoke & unique to your order specification.
This means that your products may take on average 2-4 weeks to prepare before we dispatch them. Please allow ample time for your handmade products to be made and then shipped.
2-4 weeks is an average and we will ship your products as soon as they are ready.
Thank you kindly for your patience from all of us ♡.
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We are so sorry to hear this – let’s get this resolved as quickly as possible.
Please reach out to our Customer Service Team. Make sure you have your order number, email address, a couple of clear photos of the fault and preferred outcome on hand to help us provide you with a quick resolution.
On average, the entire returns process takes 7 business days (metro areas).
Depending on your location, it can take 2 to 15 business days for your return to reach us from when you hand it over to the courier.
Once your return has been delivered to our Fulfilment Centre, we process your refund/exchange within 1-3 business days.
We’ll keep you updated via email along the way.
We offer free* returns for 30 days from the date of purchase. Handmade & Custom made items are excluded from this policy. To be eligible for a return:
- Item(s) have to be initiated for return and placed in the post within 30 days of the purchase date.
- Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty
- Item(s) must be in the original packaging which must be in original condition. This includes branded dust bags, shoe boxes and jewellery packaging. You don’t need the clear plastic packaging.
- Item(s) must be unworn and unused with the original tags still attached. Items sealed for hygiene reasons can only be returned if the seal is intact.
Simply initiate the return online via your .KINU Account and follow the steps to send it back.
*The above return policy is in addition to and does not affect the statutory rights you have under the Danish consumer Law; for more information please visit our terms and conditions
*Parcelpoint pickup return service does carry a small fee.