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Frequently Asked Questions

Returns and Refunds

  • WHAT IS YOUR RETURN POLICY?

    Kiko offers a generous return policy if for any reason you are not happy with your order(s), you have 30 days from the date of purchase to return the merchandise. Once your package will be received at our warehouse we will issue a refund for the value of the merchandise you sent back to us minus a $5.00 processing fee. Please note that it could take up to 5 weeks after the day you shipped the merchandise back to us before the refund will hit your credit/debit card. Returns are only possible for items purchased at full price through the Website: merchandise bought on SALE is NOT returnable. Merchandise bought at a discounted price via a COUPON code is returnable.
    Customers can initiate a return on line by clicking on the “Start Return” link located on the order and shipping confirmation emails and on Customer Portal landing page.

    To request a return you shall:
    1. Fill in the Return Form document enclosed in the parcel you have received or printed via the return portal.
    2. Pack your return parcel well with appropriate packaging material.
    3. Enclose the Return Form along with your merchandise in a securely sealed package.
    4. In case of free return, affix the Return Label to the package, remove any other labels on the package and drop it off at the Post Office or FedEx location.
    Make sure to ship the package to the following address:

    KIKO USA c/o Walker SCM / L.A. Enterprises (NJ LOC)
    1 Costco Drive
    Monroe Twp, NJ 08831


    Refunds are generally processed within thirty days from KIKO USA’s receipt of the returned products; this timing may vary depending on Client’s financial institution. Refunds will be made using the same method of payment used for the purchase of the products, unless it is expressly agreed otherwise.

  • THE PACKAGE I RECEIVED SHOWS SIGNS OF TAMPERING. WHAT SHOULD I DO?

    If your package appears to have been damaged or tampered with, contact immediately our Customer Service.

  • I RECEIVED A DEFECTIVE PRODUCT THROUGH MY ONLINE ORDER. CAN I RETURN IT?

    KIKO MILANO is committed to offering safe products of the highest quality. In those rare instances in which an item purchased online is defective, please immediately report the problem via email to returns@kiko-us.zendesk.com with subject: “Defective Order”. Please include the order number and a picture of the defective item(s). Be advised that a picture of the defective item(s) is required in order to get a full refund.
    Our Customer Service will contact you to arrange the terms for a refund.

  • THE PRODUCT I RECEIVED IS NOT THE ONE I ORDERED. WHAT SHOULD I DO?

    If you received the "wrong" product, please report it immediately to our Customer Service.
    Our Customer Service Department will contact you again to arrange the terms of the refund.

  • I PURCHASED A DEFECTIVE PRODUCT AT A STORE. WHAT SHOULD I DO?

    KIKO MILANO is committed to offering safe products of the highest quality. In those rare instances in which an item purchased at a store is defective, you can return the product along with its receipt to any of our store locations. Our Sales Staff will assess the defect and report the problem to our Quality Control Department. Your product can then be replaced with any item of the same value or less.

  • CAN I EXCHANGE A PRODUCT I PURCHASED AT A STORE?

    You have a period of 30 days to exchange a product purchased at a store for another product of equivalent value or less. The product must be intact and unused. Please visit any of our store locations and bring the product along with its receipt in order to make an exchange. 

  • CAN I EXCHANGE A KIKO PRODUCT AT A STORE OTHER THAN THE ONE WHERE I BOUGHT IT?

    Yes you can exchange a KIKO product at any of our store locations provided that the product is intact, unused, and you have the receipt.

  • CAN I EXCHANGE A KIKO PRODUCT PURCHASED ONLINE DIRECTLY AT THE STORES?

    We’re afraid you can’t. If you would like to replace a KIKO MILANO product purchased online please check the online return policy.

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