Política de reembolso

Returns & Refunds Policy

We hope you love every piece from Shop the Kei, but if something isn’t quite right, we’re here to help. Sign-in to begin processing your self-serve return https://account.shopthekei.com

Return Window

We accept returns within 30 days of delivery. If it’s been more than 30 days since your order arrived, we can’t offer a refund or exchange.

Return Eligibility

To qualify for a return:

  • Item must be unused, unwashed, and in its original condition
  • Must include original packaging and tags
  • A correct order # or receipt is required

🚫 Non-Returnable Items

We do not accept returns on:

  • Items marked Final Sale
  • Gift cards 
  • Digital/downloadable products 
  • Intimate or sanitary items
  • Hazardous materials, flammable goods, or perishables (e.g., food, flowers)

👙 Swimwear Exceptions

Your peace of mind matters — and so does hygiene.

For the safety of all our customers, we accept returns on swimwear only if the hygiene liner is fully intact, the item is unworn, and returned in its original packaging within 14 days of delivery.

To qualify for a swimwear return:

  • The hygiene liner must be unremoved and undamaged

  • Tags must be attached and packaging in original condition

  • The item must be unworn, unwashed, and free of any scents or marks

  • Returns are for store credit only

Due to the intimate nature of swimwear, we reserve the right to refuse any item that does not meet these conditions.

Need help with sizing or fit before you order? Our stylists are happy to help via chat!

Exchanges

We only offer exchanges for items that arrive defective or damaged due to our error.
Need help with sizing or a similar style? Chat with our team—we’d love to assist.

💳 Refund Process

Once we receive and inspect your return, we’ll notify you by email. If approved, your refund will be processed and applied to your original payment method within 3–5 business days.

Late or Missing Refunds

If you haven’t received your refund:

  1. Recheck your bank or credit account 
  2. Contact your card provider (processing can take time)
  3. Still no refund? Chat with us for assistance.

🎁 Gift Returns

If you received an item as a gift:

  • You’ll receive store credit in the form of a gift certificate 
  • If the gift wasn’t marked as such at purchase, the refund will go to the original buyer

📦 Return Shipping

We’ll guide you through returns via our chat support (bottom right of your screen).
Please do not send items back to the manufacturer.

If you ship a return:

  • Use a trackable method for items over $75
  • Shipping costs are non-refundable 
  • Return label cost may be deducted from your refund