Return Policy

Terms of returns

you may return your kumashop.COM.AU order for a refund within 14 days of purchase, for any reason.

for returns of sale items, we do not offer refunds unless deemed faulty. you are welcome to return sale items on your credit card unless the item is marked as final sale.

returned items must be unworn, unused and unwashed with all original tags attached.

unfortunately, we are unable to process exchanges through our online store.

if you wish to swap your purchase for an alternative style or size, please process a return via kuma customer services and repurchase your preferred item. we will process a refund to your original payment method or credit voucher for you once your return has been received and quality controlled by our returns team.

Earrings are non-returnable for reasons of hygiene and safety, unless in the event of being faulty. 

All items are quality controlled and checked for any faults before they are dispatched to customers. returns that are damaged, show signs of wear or do not have their original tags attached may not be accepted and may be sent back to the customer.

How to return

You may submit your return via our customer services.

Please allow up to 5 business days for your return to be processed once your return has been received. once your return has been approved you will receive a confirmation email. if your return does not meet our return policy requirements you will be contacted by our customer care team.

Return freight

We offer returns on all orders within Australia. when returning from new zealand or elsewhere in the world, after submitting your return through our website you will be given the return address to send this back to us. Users should pay for the delivery. 

Faulty items

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please submit your return via the returns page and provide us with a brief description and upload a photo or two showing the defect/fault. You may also contact our customer care team at [email protected]

Foods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear or incorrect garment care are not considered to be faulty.

Incorrect items

If you have received an item different to the one you ordered, please immediately contact us at [email protected]

refunds

Your refund will be credited to the credit card or PayPal account used to make the original order. please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. this can vary between card issuers and unfortunately, we are unable to influence this.

If you have used a gift voucher to make your purchase, you will be issued a new credit voucher valid for 6 months and redeemable at KUMA stores and online.

Sale items may be returned for a credit voucher only, unless marked as final sale. 

Final sale

Final sale applies to items that have been marked down to clear. items that are marked with final sale are not eligible for return, unless in the event of them being faulty. we recommend choosing carefully to avoid disappointment and suggest contacting [email protected] for assistance, prior to purchasing.

 

a notice will appear in your cart for items that have been marked as final sale, and by purchasing a final sale item you agree that the item cannot be returned. if final sale items have been returned to KUMA head office without authorisation, items will be returned to sender.

Exchanges

we are unable to facilitate exchanges through our online store, if you wish to exchange your purchase for an alternate item, we recommend requesting a credit voucher for your return to place your new order.