Refund policy

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 review 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

Made for you, and we stand behind it.

Every Shop the Kei swimsuit is made to order, just for you. Because each piece is cut and sewn after you order, and for hygiene, **swimwear is final sale.** We can't accept returns or exchanges for a change of mind or a different fit. Our sizing chart and stylists are here to help you choose with confidence before you order.

If something is our fault, we make it right.

You'll receive a full refund or a remade suit, whichever you prefer, if your swimsuit:

  • arrives with a defect or damage,
  • arrives without its hygiene liner, or

  • doesn’t ship within the timeframe shown on its product page (for example, “ships in 2 weeks”).

    Need it for a trip? Add your travel date in the order note at checkout. We’ll confirm we can make it before your suit goes into production, or refund you right away if we can’t.

How to let us know: Message us within 7 days of delivery with your order number and a photo of the issue. You won't need to send the suit back unless we ask, and you'll never pay for our mistake.

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