Ordering & Shipping
How long does shipping take?
In-Stock items typically take 1-2 weeks to process prior to shipping. Once your purchase has been processed and fulfilled, the estimated USPS time frames are First Class Mail (3-5 days) and USPS Priority Mail (2-3 days).
New Releases, Black Friday, and Special Event sales may delay this process time due to higher order volumes. Back-Ordered items and Custom Orders typically take 2-3 weeks to process prior to shipping. Processing times are not guaranteed.
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?
Once an order has been placed, it cannot not be changed or canceled. PLEASE be sure to double-check your cart for accuracy before submitting payment.
How do I cancel my order?
After an order is uploaded into our system, any changes or cancellations creates a significant disruption to our production/fulfillment processes. Therefore, once an order has been placed, it cannot not be canceled. No exceptions can be made.
If I upgrade my shipping method, does this expedite the processing time?
No, it does not. Upgraded shipping expedites the USPS shipping time frame but has no effect on our processing times.
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 a discount code to items already on sale?
No, discount codes are intended for and can only be applied to full-price merchandise. Any order using a discount code towards items already on sale and/or mystery bags will be canceled.
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 email@example.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! Please contact us at firstname.lastname@example.org 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 shipped, you will receive another automated email with shipping information including the USPS tracking number.
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. You may want to first check with 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. Route Shipping Insurance is available at checkout, and we recommend purchasing this insurance to insure your package.
I received my order, but an item is missing/defective/not what I ordered. What do I do?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care department within FIVE days from the delivery date of your purchase. Any missing, defective, or incorrect items reported to us after five days, will not be considered for replacement. No exceptions can be made.
To expedite the 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 purchase online full-priced purchase, we will happily accept your unworn/unwashed items within 14 days of the delivery date for US orders. Start your return here!
Sale items including and not limited to Black Friday, Cyber Monday Sales, and Facebook Purchases. Also, items purchased using a 30% off discount code or above are FINAL SALE and not eligible for return.
Eligible items must be returned in their original condition – not worn, washed, or damaged – and must have all tags attached and returned in original packaging. Note: Please try on garments over underwear.
Due to health regulations, soiled, worn, damaged, or laundered styles will not be accepted. It is Kandi Kouture's discretion to determine if the returned item has been soiled. If an item is determined to be soiled, orders will not be accepted for a return or merchandise credit. Kandi Kouture cannot send back the order, and will have to damage out any soiled products.
International Orders/ Custom Orders/ Convention/ Trade Show/ Third Party Retailer/ Pop Up Shop/ Sale Items/ Facebook Sales/ Discounted of 30% or more are FINAL SALE and cannot be returned. If a Final Sale item is returned to us and is outside of our store policy, the returnee must pay the shipping fee to have the item(s) returned back to them. Kandi Kouture will reach out via email if we receive an item(s) that is not eligible for return with instructions on how to proceed.
Please note, Route Shipping Insurance and initial shipping & handling fees are non-refundable.
Currently, we do not accept returns for international orders.
What is your Exchange Policy?
At this time Kandi Kouture is not accepting exchanges however to expedite your return click here this is the quickest way for all eligible returns to receive an E-gift card so you can shop for your desired items!
I am an international customer. Is your Return & Exchange Policy the same?
Our return policy is the same for international customers including the times frames mentioned above. We currently do not facilitate exchanges on international orders. Kandi Kouture is not responsible for returns until they reach our facility.
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 email@example.com Mondays-Fridays between 9:00 AM to 4:00 PM PST.