FAQs

Ordering & Shipping

Why has my order been delayed?

Due to covid-19 we have experienced extended wait times from USPS. There has been a delay with them scanning in packages and there has also been a delay with them updating tracking information. If you need your package quicker please choose priority mail not first-class. We've experienced extended wait times for materials and manufacturing from our suppliers that is out of our control. 

How long does shipping take for in-stock items?

In-Stock items typically take 3-5 business days to process prior to shipping. Once your purchase has been processed and fulfilled, the estimated USPS time frames are First Class Mail (7-10 days Business Days), USPS Priority Mail (4-6 days Business Days) and Priority Mail Express (2-3 Business 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.

How long does shipping take for made to order items?

Facebook orders, Premier Sale, $50 sets, $45 sets, $40 sets and throwback sale orders take 4-7 business days to process since all of these are made to order. Once your purchase has been processed and fulfilled, the estimated USPS time frames are First Class Mail (7-10 days Business Days), USPS Priority Mail (4-6 days Business Days) and Priority Mail Express (2-3 Business Days). 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?

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. As we experience a high volume of emails, we will do our best to accommodate your request in the order it is received.

I purchased a Mystery Bag and used a coupon code at check out now my order is placed on hold, what do I do? 

As stated in the mystery bag product description coupon codes are not allowed for use on these items. These items are already discounted at 60-70% off MSRP. If any codes are used your items will be placed on hold, we will invoice you for the remaining balance. Once the balance is paid in full we will then ship your order. There is no cancelations on orders. 

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/final sale items 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 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! Please contact us at info@kandikouture.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 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.

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 14 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.  

 

Returns

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 30 days of the delivery date for US orders for a store credit, refund or exchange. Start your return here!

All items including Final Sale in the subject line are not eligible for return nor exchange. Also, items purchased using a 40% off discount code or above are FINAL SALE and not eligible for return this includes if your item is automatically discounted on our website. Premier Sets, $40 Sets, $45 Sets, $50 Sets are FINAL SALE.

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.

FINAL SALE/Custom Orders/ Trade Show/ Third Party Retailer/ Pop Up Shop/ Wholesale Orders Discounted of 40% 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.  

What is your Return Policy for Facebook orders?

We offer returns for facebook orders for store credit only. Certain items such as quick ship, mystery bags, flash sale and sample sale are final sale and are not eligible for store credit. The only items eligible for store credit are premier sale items and NEW sets that are made to order. Start your return here!

What is your Return Policy for international orders?

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. We offer return for refund. All shipping fees will be paid for by the customer as Kandi Kouture can not cover the shipping fees for international orders. Once your item(s) is received by USPS we will issue a refund or store credit for the price of your items we can not refund shipping. 

Bonus Credit for store credit and Shop Now

Kandi Kouture now offers a bonus credit when you choose to return for a store credit and/or the Shop Now method. Instead of choosing refund earn an extra $10 bonus credit when you return for store credit and/or Shop Now.  

What is your Exchange Policy?

At this time Kandi Kouture is now accepting exchanges! We now offer a wide variety of exchange options. You may exchange all eligible orders for the same style different size, different style, store credit, or refund. 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.