Refund policy
Return period
You can return or exchange eligible items within 30 calendar days of the delivery date shown in your tracking. Choose a refund, an exchange for another size or color, or store credit. Sale items are included, unless they're marked Final Sale. Returns requested after 30 days generally aren't accepted; if something out of the ordinary happened, email us before sending anything.
Return conditions
To be eligible for a refund, exchange or store credit, each item must be:
- unworn (other than trying on) and unwashed
- in its original, resalable condition, free of odors, make-up, deodorant, pet hair and stains
- with all original labels and tags attached
- returned in the original bag it was delivered 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 items marked Final Sale can't be returned or exchanged unless they're faulty.
How to return
- Go to our Returns Portal at return.kenzen.shop, also linked at the bottom of every page.
- Enter your order number and the email address you ordered with.
- Select the items, choose a refund, an exchange or store credit, and pay for your return label. The price is shown before you pay.
- We'll review your request and email you the next steps. Please don't send anything back until you hear from us.
Drop the parcel off within 7 days and keep your receipt. Only pack items from one order in each parcel. Returns sent without registering in the portal, or to another address, can't be processed.
Gift orders
If you received your order as a gift, the person who placed it needs to start the return, as the portal asks for the order number and email used at checkout. They can also email us and we'll help.
Return shipping
Return shipping is paid by you for refunds, exchanges and store credit, unless the item is faulty or we sent the wrong one. Original shipping costs aren't refunded. You can follow your return with the tracking number on your label.
Exchanges
Choose Exchange in the Returns Portal to swap an item for another size or color. Once your return has arrived and been checked, we process the exchange within 3–7 business days and send the new item. Exchanges are subject to availability: if the item you want is no longer available, we'll contact you to agree on another size, color or product of the same value, store credit or a refund. Want a different product? Choose store credit.
Store credit
Choose store credit and you'll receive the amount you paid for the returned items as a KENZEN e-gift card by email once your return has been checked. It can be used on anything at kenzen.shop, doesn't expire, and can't be cancelled or exchanged for cash.
Damaged, faulty or incorrect items
Please don't register a standard return for these. If an item arrives damaged, or you receive the wrong or an incomplete order, email kenzen@kenzen.shop within 7 days of delivery. If a fault appears while you wear the item, contact us within 30 days of delivery. Include your order number, clear photos of the item and packaging, and a short description of the issue. We'll cover the return and send a replacement (if available) or a full refund, including any shipping you paid. Normal wear and tear, misuse, incorrect washing and small variations in color or measurements aren't defects.
Refunds
Returns are inspected when they arrive. Once your return is approved, your refund is processed within 10 business days and you'll get a confirmation email. Refunds go to your original payment method only (Klarna purchases through Klarna); we can't refund a different card or account. Please allow up to 3 business days for the money to appear, depending on your bank or payment provider. Refunds cover the price you paid for the returned items. If a promotion no longer applies after a return, its value may be deducted from the refund.
Refused parcels
Refused parcels aren't treated as returns, and shipping costs aren't refunded.
Your order number is in your order confirmation email. Questions? Email kenzen@kenzen.shop. Full terms: Terms of Service, section 9.