Refund policy
INTERNATIONAL RETURNS
We accept international returns for eligible items that remain in their original condition, with all tags and hygiene liners attached.
International return requests must be submitted within 14 days of recieving your order.
To qualify for a return, items must be unworn, unwashed, unused and free from any signs of damage or alteration.
Customers are responsible for all international return shipping expenses unless the item is faulty.
Once your returned item has been received and inspected, an eligible refund or store credit will be processed within 14 business days.
HOW TO REQUEST AN INTERNATIONAL RETURN
To begin your return, please email kaieswim@outlook.com with the following information:
• Full name
• Order number
• Reason for your return
• Whether you would prefer a refund or store credit
Please do not send items back without first contacting our team.
AUSTRALIAN RETURNS & EXCHANGES
RETURNS
We accept eligible returns within 20 days of placing your order.
All returned items must meet the conditions outlined in our Return Conditions section.
For change of mind returns, customers are responsible for return shipping costs. Original shipping charges are nonrefundable.
If you receive a faulty or incorrectly supplied item, KAIE will include covering reasonable return shipping costs where required.
HOW TO REQUEST A RETURN
Please contact kaieswim@outlook.com and include:
• Your full name
• Original order number
• Reason for returning your item (incorrect sizing, change of style, change of mind or faulty product)
• Your preferred resolution (refund, exchange or store credit)
Please allow up to 2 business days for our customer care team to respond.
Once your return request has been reviewed and approved, you will receive an email containing return instructions and shipping information.
We recommend using a tracked shipping service, as KAIE cannot accept responsibility for parcels lost or damaged during return transit.
REFUNDS
Refunds for change of mind returns are available on eligible full priced items only.
Please note the following conditions:
• Sale and discounted items are considered final sale for change of mind purchases.
• Complimentary gifts and promotional items cannot be returned for a refund, exchange or store credit due to change of mind.
• Original shipping costs are nonrefundable for change of mind returns.
• Items must meet all requirements outlined in our Return Conditions section.
• Refunds will be issued to the original payment method.
Once your return arrives, our team will inspect the garment to ensure it meets our return requirements.
Please allow 2 to 3 business days for your return to be assessed after it has been received.
You will receive an email confirming whether your return has been approved or declined.
If approved, your refund will be processed to your original payment method.
HOW LONG WILL MY REFUND TAKE?
Once approved and processed, refunds generally take 2 to 7 business days to appear in your account, depending on your bank or payment provider.
Processing times may vary between financial institutions.
If your refund has not appeared after 7 business days, we recommend contacting your bank first.
For further assistance, please email kaieswim@outlook.com, and our team will be happy to help.
EXCHANGES
We understand that finding your perfect fit is important.
Exchanges are available on eligible full priced items within 20 days of placing your order, provided they meet our Return Conditions.
Please note:
• Exchanges are subject to stock availability.
• We cannot reserve or hold items while awaiting a return.
• Customers are responsible for return and exchange shipping expenses for change of mind exchanges.
• Sale and promotional items are not eligible for change of mind exchanges.
• International exchanges are not available.
If your preferred size or style is unavailable, our team can assist you with an alternative eligible return option.
For exchange enquiries, please contact kaieswim@outlook.com.
STORE CREDIT
If you would prefer store credit instead of a refund, we can issue a KAIE SWIM digital gift card for the approved return value.
Store credits are valid for 36 months from the date of issue.
Please allow 2 to 3 business days following approval for your store credit to be issued.
Your digital gift card will be delivered to the email address associated with your order.
RETURN CONDITIONS
To ensure fairness and maintain our hygiene standards, all change of mind returns must be received in their original sale condition.
We recommend trying on swimwear over underwear to ensure hygiene standards are maintained.
her stains
All returned garments undergo a thorough inspection before a refund, exchange or store credit is approved.
If an item does not meet our return requirements, the change of mind return may be declined.
In these circumstances, the customer may be responsible for the cost of having the item shipped back.
FAULTY OR INCORRECT ITEMS
If you believe you have received a faulty, damaged or incorrect item, we sincerely apologise.
We encourage you to contact us as soon as possible, preferably within 24 hours of receiving your order, so we can assist you promptly.
Please email kaieswim@outlook.com with:
• Your full name
• Order number
• A description of the issue
• Clear photographs showing the fault or incorrect item
Our customer care team aims to respond to faulty item enquiries within 2 business days.
Damage resulting from normal wear and tear, accidents, improper washing or failure to follow garment care instructions is not generally considered a manufacturing fault.
NEED HELP?
If you have any questions regarding returns, exchanges, refunds or your KAIE order, please don’t hesitate to get in touch.
Email: kaieswim@outlook.com
Our team aims to respond to all enquiries within 2 business days.