Help: Returns & Exchanges

You have 30 days from the delivery date in your tracking to return an item for a refund, exchange it for another size or color, or swap it for store credit. Once your return is approved and you have your label, drop the parcel off within 7 days.

Sale items are included, unless they're marked Final Sale. Items must meet our return conditions.

Go to our Returns Portal, also linked at the bottom of every page. Enter your order number and the email you ordered with, pick the items and choose a refund, an exchange or store credit. You pay for your return label in the portal.

We'll review your request and email you the next steps. Please don't send anything back until you hear from us. Then drop the parcel off within 7 days and keep your drop-off receipt. Returns sent without registering in the portal, or to another address, can't be processed.

Yes. Return shipping is paid by you for refunds, exchanges and store credit. You buy the label in the Returns Portal and see the price before you pay. The original shipping cost isn't refunded. If your item is faulty or we sent the wrong one, the return is on us.

Returns after the 30-day period generally aren't accepted. If something out of the ordinary happened, email kenzen@kenzen.shop before sending anything.

No. Please only pack items from one order in each parcel, with that order's own label. Parcels with items from several orders may not be processed.

Yes. Sale items can be returned or exchanged within the same 30 days, as long as they meet the return conditions. The only exception is items marked Final Sale.

Yes. Ask the person who placed the order to start the return, as the Returns Portal needs the order number and the email used at checkout. They can also email us at kenzen@kenzen.shop and we'll help.

Each item must be unworn apart from trying on, unwashed and in its original, resalable condition: no odors, make-up, deodorant, pet hair or stains, with all labels and tags still attached, and packed in the original bag it came in.

Items that don't meet these conditions can't be refunded, exchanged or credited, and won't be sent back to you, as they can't be resold.

Underwear, socks, gift cards and Final Sale items can't be returned unless they're faulty.

Choose Exchange in the Returns Portal and pick the new size or color. Once your return has arrived and been checked, we process your exchange within 3–7 business days and send the new item. Exchanges are subject to availability, and you pay for the return label.

We'll contact you to find an alternative: another size, color or product of the same value. If nothing suits you, you can have store credit or a refund instead.

Choose Store credit in the Returns Portal. You'll get the amount you paid for the returned items as a KENZEN e-gift card, and can spend it on anything you like.

Once your return has been checked, we email you a KENZEN e-gift card for the amount you paid for the returned items. It doesn't expire, works on everything at kenzen.shop and can be used over several orders. It can't be cancelled or exchanged for cash. More in Gift Cards & Promotions.

Please don't register a regular return for this. Email kenzen@kenzen.shop with your order number, clear photos of the item and packaging, and a short description: within 7 days of delivery if it arrived damaged, or within 30 days if a fault shows up while you wear it. We'll cover the return and send a replacement or a full refund, including any shipping you paid. Normal wear, misuse, wrong washing and small color or size variations aren't faults.

Email us within 7 days of delivery with your order number and a photo of what arrived and the packing slip. We'll send the right item at no cost.

We check every return when it arrives. Once it's approved, your refund is processed within 10 business days and we'll email you to confirm. Please allow up to 3 business days for the money to show, depending on your bank or payment provider.

Back to the payment method you used. Klarna orders are refunded through Klarna. We can't refund to a different card or account.

What you paid for the returned items. Return shipping and the original shipping cost aren't refunded. If you used a discount that no longer applies after the return, it may be deducted.

Please don't. Refused parcels aren't treated as returns and the shipping costs aren't refunded. Use the Returns Portal instead.

Our full refund policy is here, and section 9 of our Terms of Service has the complete terms.