CANCELLATIONS
If you changed your mind about your order, you have up until 1 hour following the receipt of your order confirmation to cancel the order by emailing our customer care team on: customerservice@kalissi.com
SHIPPING
When placing your order, you must provide an address at which our courier can obtain a signature when delivering your parcel. Each online order will be delivered to a single address. In cases where different delivery addresses are required for different items, you will need to place a separate order for each of the addresses that you would like us to ship to.
FREE Austria & Germany Express Delivery for orders over 200€
(We aim for 2-3 working days delivery)
Austria & Germany Express Delivery for orders under 200€ : 10€
(We aim for 2-3 working days delivery)
FREE EU Standard Delivery for orders over €500
(we aim for 4-5 working days delivery)
Express EU Delivery: 25€
(We aim for 2-3 working day delivery)
Express USA Delivery: 35€
(We aim for 4-5 working days delivery)
Import duties may apply to your order depending on your order value and shipping country.
Rest of the world Express delivery: 35€
(We aim for 4-5 working days delivery)
Import duties may apply to your order depending on your order value and shipping country.
**International delivery times may vary, particularly if shipments are subject to customs and duty procedures beyond our control. Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. You can see examples of cost and transit times below for main destinations below.
Please note that shipping times may vary subject to national holidays and bank holidays.
FOREIGN TAXES AND DUTIES
In most cases, any customs or import duties are charged once the delivery reaches its destination country. Customs policies and import duties vary widely from country to country – we would therefore not be able to advise on what these costs would be. Any charges on a delivery are payable by the receiver. Please contact your local customs office for current charges before you order.
RETURNS
We hope you love all of your new Kalissi purchases. However, if something isn't exactly what you were looking for, you will have 14 working days from the day of delivery to exchange or return your item.
All returns must receive a Return Number prior to sending, please follow the instructions below.
Return Address
Kalissi e.U.
Franz-Josefs-Kai 3/14
1010 Vienna
Austria
HOW TO RETURN YOUR ORDER
RETURNS POLICY
You can request a return for your order within 14 days of receiving the package. In this case, any sum debited from your credit or debit card for the returned items will be re-credited to your account as soon as possible, no more than 14 days after we receive your return.
We are only able to offer a refund if the items are returned clean, unworn, in their original packaging and with all tags and labels attached. For hygiene reasons pierced jewellery cannot be returned.
Any non-faulty items that are returned in a condition unsuitable for resale (e.g. washed, soiled or damaged) will not be refunded. In such cases we will contact you and arrange to send the item (s) back to you.
Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. We request that you do not remove tags until you are completely sure that you would like to keep an item. Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
MADE-TO-ORDER/PRE-ORDER
Any made-to-order or pre-order product cannot be returned, cancelled and/or refunded or exchanged. Except where same is covered by the following warranty.
We warrant our Items for workmanship or material defect, and we warrant Items that do not meet the ordered specification, provided in all cases that a claim is made in this regard by you within /7/ days at the latest as receipt of the subject Item(s). Therefore, it is your responsibility to thoroughly scrutinize the Item(s) upon receipt, and to file a claim where applicable in accordance with this warranty. A claim should be filed as per the following: you need to contact our customer service before returning the Item(s) subject of the claim, by sending an e-mail to customerservice@kalissi.com. Accordingly, you will obtain a return number to note on the “Return Authorization” enclosed with the order received. No returned parcel shall be accepted without a return number. This number must be written legibly on the parcel. In cases of return, the Item(s) must be sent to the return center in their original condition (packaging, accessories, etc.).
You shall bear the return cost, expenses and all potential customs duties. Any parcel returned after the prescribed timeframe shall be refused and returned to the sender on the sender’s sole cost and expense.
The costs and risks pertaining to the return of Item(s) are borne by the sender. Therefore we recommend that returned goods be sent via insured, traceable delivery for your protection.
Upon receipt of the Item(s) returned by you, our customer service will send a confirmation of receipt of the Item(s) by e-mail. We will assess each claim on a case by case basis, and inform you whether same falls in the scope of our warranty policy. In the affirmative, we will inform you whether the subject Item(s) will be repaired, exchanged, or whether the order relating to said Item will be cancelled. This decision is to be made solely by us. In the event of cancellation, you will receive a full refund for the Item’s price, which excludes any and all shipping expenses. In the event we deem your claim is not covered by the warranty, we will inform you of same, and the Item(s) will be shipped back to you unchanged, on your sole cost and expense.
SALE AND PROMOTIONS
At various points in the year we will offer sales and promotions on select styles. Any such discounts cannot be applied to orders placed prior to their announcement.
ADVICE FOR RETURNING GOOS
All items to be returned must have a Return Number prior to sending. This number can be obtained by emailing customerservice@kalissi.com within 7 working days of receiving your order. Once you have received a return number, please take care to follow the instructions emailed to you. You cannot return goods without this number and we reserve the right to refuse/return any unidentified returns that we receive. Please be aware that international customs duties and sales taxes will NOT be refunded for shipments outside the European Community (EC). It is the customer’s responsibility to retain copies of all tracking information and to ensure that the returned goods arrive to Kalissi within the specified timeframe. Please note that Kalissi cannot accept liability for any returns lost during transit, so we encourage customers to follow the above advice and track their package carefully.
When returning items, we strongly recommended obtaining proof of postage and/or relevant airway bills and documentation from your courier. We cannot accept responsibility for parcels lost in transit, as such you are advised to arrange your own insurance.
EXCHANGES
We are happy to exchange item(s) from your original order for the same style in a different size or colour, subject to availability. As with returns, the item(s) to be exchanged must be returned within 14 days of your order being delivered. Exchanged items will be dispatched once returned goods have been received, processed and checked.
INTERNATIONAL EXCHANGES
If you wish to exchange an item from your order, please contact customerservice@kalissi.com explaining which pieces you would like to exchange and the reason(s) why.
Once you receive an email approving your exchange request, please follow the instructions outlined above under ‘International Returns’.
FAULTY ITEMS
Naturally, we will accept returns for any items that are damaged or faulty on arrival. Any such items will be inspected by our team once received before the return is confirmed. Note that items with irregularities resulting from the handmade nature of many of our items may not be accepted as faulty.
We will happily replace a faulty item if a replacement is in stock and available. If you would like to be sent a replacement, please make this clear when emailing us to request your Return Number. Note that we are unable to provide replacements in an alternative size or colour.
In cases where we are unable to offer a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase, plus any shipping costs incurred. Please note that refunds to credit cards can take up to 30 days and are subject to your bank’s refund regulations. If you have any questions, please contact us on customerservice@kalissi.com
COVID-19
Given recent developments in the COVID-19 outbreak, we would like to reassure you of the measures we have in place to ensure the safety of our customers, employees and partners.
Our warehouse and delivery drivers are following the World Health Organisation’s latest recommendations with regards to closely monitoring staff wellbeing, minimising interpersonal contact and the regular sanitisation of hands and equipment. At this stage we are able to continue shipping online orders with little or no interruption, and we will be sure to inform affected customers should this change. Please do not hesitate to contact us with any questions.
For now, we’re sending love and positivity to everyone sick, struggling or self-isolating.
Let’s all keep looking out for one another.