Ordering & Shipping
How long does shipping take for in-stock website items?
In-stock items typically take 1-3 business days to process prior to shipping. Once your purchase has been fulfilled, it will take an additional 2-6 business days for delivery based on your shipping method and location. All packages are shipped via USPS or UPS. Please understand that processing and shipping times are not guaranteed.
Our $45 Set/Leotard made-to-order sale items typically take 7-14 business days to process prior to shipping.
Final Closeout sales events, New Releases, and Black Friday sales events may delay this processing time due to much higher order volumes. Back-ordered items and custom orders typically take 2-3 weeks to process prior to shipping.
How long does shipping take for facebook items?
Facebook quick ship items typically take 1-4 business days to process and made-to-order items typically take 7-14 business days to process prior to shipping. Once your purchase has been fulfilled, it will take an additional 4-6 business days for delivery based on your location. Please understand that processing and shipping times are not guaranteed.
If I upgrade my shipping method, does this expedite the processing time?
No, it does not. Upgrading to priority or express shipping expedites the shipping time but has no effect on our processing time.
I placed two or more orders recently, and they were shipped together. Can I get a refund on any shipping?
Kandi Kouture reserves the right to combine multiple orders that have the same shipping address and ship them together. Please understand that our shipping fee also includes our handling fee; and in most cases, the postage is higher and/or upgraded due to the added weight. Requests for shipping refunds will not be taken under consideration. No exceptions can be made.
Does Kandi Kouture ship internationally?
Yes, we do! Once your purchase has been processed as mentioned above, it typically takes 7-14 business days for your shipment to arrive in your country with USPS First Class International Shipping. However, delivery time frames may be longer depending on your country's customs.
How do I change my order?
If you wish to change items, please email us as soon as possible at email@example.com with your order number and ORDER CHANGE in the subject line, and we will make every effort to accommodate your request. Please understand that change requests are not guaranteed, especially past 24 hours of placing an order.
How do I cancel my order?
We cannot cancel an order once it has been placed. However, you are welcome to return any eligible unwanted items back to us in accordance to our return policy.
I have two current and valid discount codes. How do I apply them both in my cart?
Only one discount code can be applied per order. Be sure to use your best one.
Can I apply my discount code to any purchase?
Not everything, discount codes cannot be applied to any Final Sale item including Mystery Bags or to any Facebook item as these items are already heavily discounted.
I still used a discount code towards a Final Sale purchase and now my order is on-hold. What do I do?
As mentioned above, discount codes are not allowed for use towards these purchases as items are already heavily discounted. If a discount code is mistakenly applied, your order will be placed on hold, and an invoice will be emailed for the remaining balance. Once the balance is paid in full, your order will continue to be processed. Orders with a balance due cannot be shipped or canceled.
I still used a discount code towards a Final Sale purchase and my order was canceled. Why didn't I receive an invoice for the balance?
As mentioned above, discount codes are not allowed for use towards these purchases as items are already heavily discounted. Due to the extreme popularity of our Close-Out and Black Friday sales events, Kandi Kouture reserves the right to cancel any order that mistakenly used a discount code.
I'm in love with an item, but it’s showing out of stock online. How often do you restock your items?
Please contact us at firstname.lastname@example.org to inquire about the estimated restocking time frame of an out-of-stock item.
I’m in love with an item, but I can’t find it on your website. Am I out of luck?
Maybe not! Please contact us at email@example.com to inquire about any retired styles or colorways. We may be able to custom make it for you.
How do I know my package has shipped and is on its way?
Once you place an order, you will receive an automated email confirming your purchase. Once your order has been packaged for shipping, you will receive another automated email with tracking information, and the shipping courier will be in possession of your package typically within 24 hours.
Please allow USPS 24-72 hours (excluding weekends/holidays) to scan and update their tracking information as we have experience delays with their website not always showing in real time.
My package was not delivered and is being returned to Kandi Kouture. What happens now?
Any package returned to us due to an invalid/incorrect address will be placed on hold. We are happy to reship your purchase for an additional shipping fee. If we do not receive a response from you within 14 days of our email, your purchase will be re-stocked, and you will be issued a store credit for the purchase amount minus the shipping fee plus any additional shipping fee incurred for return shipment.
Any “Refused” or “Return To Sender” packages returned to us will be re-stocked, and you will be issued a store credit for the purchase amount minus the shipping fee plus any additional shipping fee incurred for return shipment.
My tracking info shows my package was delivered, but I never received it. What should I do?
Kandi Kouture provides customers with the option to track their packages via USPS. If the tracking information states that your purchase has been delivered but you have not received it, please notify your local post office/carrier and discuss the matter with them. We have noticed the majority of delivery issues are resolved after doing so. You may want to first check with your household members, as well as your neighbors in case another home received it by mistake.
Due to an increase in fraudulent claims, Kandi Kouture is not liable for any lost or stolen packages that have confirmed delivery via USPS tracking number.
I received my order, but an item is missing/ defective/ incorrect. What should I do?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing, defective, or incorrect, you must contact our customer care department within 14 days from the delivery date of your purchase. Any concerns regarding missing, defective, or incorrect items reported to us after 14 days, will not be taken under consideration. No exceptions can be made.
To expedite any replacement/exchange process, please include a detail description of the item in question along with supportive images. All inquiries should include an image of the entire item laid out flat. If defective, include close-up images of the damage. If the wrong size, include an image of the inside size tag.
Once approved, you will receive return instructions including a pre-paid postage label to return the defective or incorrect item back to us. To be eligible for this replacement/exchange, the item must be unused and in the original condition that you received it. The Kandi Kouture tag must still be attached. No exceptions can be made.
What is your Return Policy? How long do I have to make a return?
While we hope that you will love your Kandi, if for whatever reason you are unsatisfied with your eligible website purchase, we will happily accept these items within 30 days of the delivery date for your choice of a refund (minus a restocking fee), store credit, or exchange. All shipping fees are excluded. Start your return here!
Purchases that are FINAL SALE are not eligible for a return which include: items with Final Sale in the subject line, mystery bags, items purchased using a 35% off or more discount code, and items automatically discounted 35% or more.
Kandi Kouture cannot guarantee coordinating items in our Sale Collection (including items with Final Sale in the subject line) that are purchased individually as separates will not sell out and be available to ship together as an intended coordinating set. We will make every effort to ship your entire closeout clearance purchase; however should any individual item become unavailable, we will only remove and refund those sold out items. All available closeout clearance separates will ship regardless if only a top or a bottom and will not be eligible for a return with being a FINAL SALE. Thank you for your understanding.
Eligible items must be returned in their original condition – not worn, washed, damaged, or soiled – free of any perfumes or scents - must have all tags attached and returned in original packaging with the bar code. Note: Be sure to try on garments over underwear.
Kandi Kouture accepts only one exchange request per eligible item. Any exchanged item is a final sale and not eligible to be returned for a refund, a store credit, or an additional exchange.
Kandi Kouture is not responsible for first class return labels being attached to incorrect packaging requiring extra postage. We are happy to provide an additional return label if needed at your expense.
Any and all Custom Orders/ Trade Show/ Third Party Retailer/ Pop Up Shop/ Wholesale Orders/ Costume Orders are FINAL SALE and cannot be returned. No exceptions can be made.
If any ineligible item is returned to us outside of our store policy, you will be responsible for the shipping fee to have the item returned back to you. Kandi Kouture will reach out via email with instructions on how to proceed.
Due to health regulations, soiled, worn, damaged, or laundered garments cannot be accepted for a return. It is at Kandi Kouture's discretion to determine if the returned item has been soiled, worn, damaged, or laundered. We are unable to handle these types of items, and they will be disposed of and not returned to you.
Can I return a Facebook order?
We are happy to now accept returns on eligible Facebook orders purchased directly from Kandi Kouture within 30 days of the delivery date for a store credit minus any shipping fee. Eligible items must be unworn/ unwashed/ undamaged/ unsoiled with product tags attached. All items must be returned in the condition received and follow the same standards outlined in our general website returns policy stated above. Start your return here!
Certain items such as quick ship, mystery bags, flash sale, sample sale, live sale, lots, customs, and costumes are FINAL SALE and are not eligible for a return. The only Facebook items eligible for return are sets/leotards that are made-to-order and priced at $50 or more each. All shipping fees are excluded.
Can I return an international order?
We are proud to announce we now accept returns for international orders! All eligible international orders must be returned within 30 days of receiving your package. Eligible items must be unworn/ unwashed/ undamaged/ unsoiled with product tags attached. All items must be returned in the condition received and follow the same standards outlined in our general website returns policy stated above. All shipping fees will be paid for by the customer as Kandi Kouture can not cover the shipping fees for international orders.
Bonus Credit for store credit and Shop Now
Kandi Kouture now offers a bonus credit when you choose to return for a store credit plus the Shop Now method. Instead of choosing refund or a store credit to use later, earn an extra $10 bonus credit when you return for store credit and Shop Now.
Can I make an exchange?
At this time Kandi Kouture is now accepting exchanges! You may exchange all eligible orders for the same style different size or different style. Eligible items must be unworn/ unwashed/ undamaged/ unsoiled with product tags attached. All items must be returned in the condition received and follow the same standards outlined in our general website returns policy stated above. Start your exchange here!
How long is a store credit valid?
Kandi Kouture e-cards are valid up to one year from the issue date.
Do you refund shipping fees?
No, all shipping fees are non-refundable.
I purchased from a third-party retailer and would like to return or exchange. Can you help?
Kandi Kouture do not accept any returns nor facilitate any exchanges purchased from third-party retailers. No exceptions can be made.
How do I care for my Kandi Kouture?
We highly recommend that you hand wash only with light detergent and cool water and lay flat to dry. Do not use fabric softener. Kandi Kouture is not be responsible for any garment once the product tag has been removed and it has been washed.
What is the fabric content?
All Kandi Kouture products are couture and created from the highest quality fabrics in the industry. We have many different fabric contents due to our robust offerings. Detailed fabric content can be found on the website listing of every style. Every garment is fully lined and made with the highest quality fabric designed to stretch and mold to the body.
Don't see your question answered? Shoot us an email at firstname.lastname@example.org Mondays-Fridays between 9:00 AM to 4:00 PM PST.