Ordering & Shipping

 

How long does shipping take for website items?

In-stock website items found in our Ready To Ship Collection 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.

All other styles such as made-to-order, pre-orders, mystery bags, sample sale, or any other special offers typically take 7-14 business days to process prior to shipping. However, some styles from Kandi Kouture may exceed the 7-14 business days.

Please be aware when purchasing ”ready to ship” items and “pre-order” items in the same order. You order is subject to ship once your pre-order items are completed in production therefore your entire order will ship together once your “pre-order” item(s) are completed. 

Final Closeout, 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 ready-to-ship items typically take 1-4 business days to process prior shipping. All other styles such as made-to-order, pre-orders, mystery bags, sample sale, or any other special offers typically take 7-14 business days to process prior to shipping. However, some styles from Kandi Kouture may exceed the 7-14 business days. 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. 

 

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. Please understand that Kandi Kouture provides full retail prices before any discounts on the US Customs Declaration.

 

How do I change my order?

If you wish to change items, please email us as soon as possible at info@kandikouture.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 item with "Final Sale" in the title listing including Made-to-Order styles, Pre-Orders, Sample Sale items, or Mystery Bags as these items are already discounted 50%-90% off. This includes discount codes for free shipping.

 

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 excluded from use towards any final sale item. 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 upon request.

 

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 excluded from use towards any final sale item. Due to the extreme popularity of some of our sales events, Kandi Kouture reserves the right to cancel any order that mistakenly used a discount code and balance was not paid.

 

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 info@kandikouture.com 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! Be sure to click the "Notify Me When Available" to receive a restocked email notification. Any item currently in our Close-Out Sale Collection will not be restocked. 

 

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.

Sometimes USPS takes 24-72 hours (excluding weekends/holidays) to update their website tracking information after we drop off your package to them so don't worry if there is not an immediate tracking update from the time you receive our shipping notification.

 

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/undeliverable 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, any in-stock items 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; and any made-to-order items will be discarded and no store credit/refund will be issued.

Any “Refused” or “Return To Sender” packages returned to us for in-stock items 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 made-to-order items will be discarded and no store credit/refund will be issued.

 

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 damaged, defective, or incorrect. What should I do?

Once you receive your order, thoroughly check and try-on your items before removing any Kandi Kouture tags. If you believe an item is damaged, defective, or incorrect, you must email our customer care department within 14 days from the delivery date of your purchase. Any concerns regarding damaged, defective, or incorrect items reported to us after 14 days or reported to us after our product tags have been removed, will not be taken under consideration. No exceptions can be made.

To expedite any replacement/exchange process, please include in your email 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 showing the attached Kandi Kouture tag. If damaged or defective, also include any close-up images showing the reported issue. If the wrong size, also include an image of the inside size tag.

Once approved, you will receive return instructions including a pre-paid postage label to return the item back to us within a stated time frame. 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.  

Due to Kandi Kouture being unable to verify the conditions in which a garment has been placed, we cannot consider a damaged or defective inquiry once an item has been worn, washed or Kandi Kouture tag removed.

In an effort address any fraudulent claim, Kandi Kouture reserves the right to refuse any damaged and/or defective claim due to misrepresentation of the condition in which merchandise was received.

 

I received my order, but an item is missing. What should I do?

Once you receive your order, thoroughly check and try-on your items before removing any Kandi Kouture tags. If you believe an item is missing, you must contact our customer care department within 14 days from the delivery date of your purchase. Any concerns regarding missing items reported to us after 14 days will not be taken under consideration. No exceptions can be made.

 

Is my package insured?

USPS Ground Advantage packages are not insured therefore Kandi Kouture is not responsible for any lost packages that state delivered by USPS. However Priority Mail USPS packages are insured. Please remember this information when checking out. 

 

Returns

 

 

What is your Return Policy? How long do I have to make a return?

 

Effective: November 27th 2024

Any items using a discount of 35% or more are now eligible for return for exchange and/or store credit. Your Black Friday, Small Business Saturday/Sunday, and Cyber Monday orders are now eligible for return for store credit/exchange.

Please note this does not include final sale items.

HOLIDAY Return Policy

Effective: November 27th 8am pst-December 31st 11:59pm pst 2024

We understand the holidays are here and we want to make it easier for you this year! You will now have 60 days to return your Kandi. 

NEW Website Return Policy

No order is FINAL SALE until you are satisfied with your purchase. That means all orders using discount codes or items already discounted no matter how high the discount is you will be able to return for a store credit/exchange. Due to this amazing return policy you may be subject to a small handeling fee to return your items. (Unless your item states final sale which includes but is not limited to mystery bags and sample sale.)

 

Eligible orders for REFUND

Your items are eligible for refund if you did not use a discount over 35% or if your items were not already automatically discounted by 35% or more. Your items are also eligible if they did not include final sale, sample sale, and/or pre order in the title.

Eligible orders for return for EXCHANGE/STORE CREDIT

Your order is now eligible for exchange/store credit no matter how large the discount on your items/order is. Your items are not eligible if your items include final sale, mystery bag, pre order, and/or sample sale in the title.

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 if the items were discounted by 35% or less or a store credit/exchange for all items discounted at 35% or more (minus a handling fee).

Purchases that are FINAL SALE are not eligible to be returned to us for a refund, store credit, or exchange include: items with Final Sale or Pre Order in the subject line, made-to-order styles, mystery bags, sample sale items.

Sale Availability - Kandi Kouture cannot guarantee coordinating items in our Close-Out 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 USPS Ground Advantage pre-paid 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 the increase in fraudulent returns, Kandi Kouture reserves the right to refuse any return due to wardrobing or misrepresentation of the condition merchandise in which was received.

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.

Do I pay a handling fee to return eligible items?

We've listened and we've made changes. Now that we offer return for exchange/store credit on all eligible HIGHLY discounted items we do charge a small handling fee for all returns. Don't worry this fee is only to cover the shipping costs. 

Can I return a Custom order?

Due to custom items being specially made to order Kandi Kouture does not allow returns nor exchanges for custom order items. Thank you for understanding! No exceptions can be made.

 

Can I return a Facebook order?

We will happily accept returns on eligible Facebook orders purchased directly from Kandi Kouture within 30 days of the delivery date for a store credit minus the return label shipping fee. Facebook items eligible to be returned for store credit are sets/leotards purchased from a Facebook post or via messenger no matter how large the discount as long as your item(s) does not include final sale in the title. All custom orders are excluded. All shipping fees are excluded.

Eligible items must be unworn/ unwashed/ undamaged/ unsoiled with product tags attached. All items must be returned in the condition shipped and follow the same standards outlined in our general website returns policy.

All other Facebook items including mystery bags, sample sale, live sale, lots, customs, costumes, and made-to-order/pre order items are all FINAL SALE and are not eligible to be return for a refund, store credit, or exchange. No exceptions can be made.

 

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. Final Sale items excluded.

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.

 

Care Guidelines

 

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 info@kandikouture.com Mondays-Fridays between 9:00 AM to 4:00 PM PST.