Refund policy
Before You Begin
Please review our policy before submitting a return or exchange request.
Only items purchased on kikiandjojo.com are eligible.
Our return window is 7 calendar days from the date your package is delivered.
Eligibility Requirements
To be accepted, all returned items must be:
- Unworn, unwashed, unaltered, and undamaged
- With all factory tags attached
- In original packaging
- Free from stains, odors, or signs of wear
Items that do not meet these requirements may be refused or subject to additional inspection.
Final Sale & Promotional Items
Sale, markdown, clearance, and items purchased as part of designated promotional events are considered FINAL SALE.
This includes, but is not limited to:
- Sale or markdown merchandise
- Clearance merchandise
- Buy More, Save More promotions
- Holiday or special-event promotions
- Orders placed using promotional discount codes, including percentage-off, fixed-amount, or other promotional offers
- Other promotions specifically identified as FINAL SALE
FINAL SALE apparel is not eligible for a refund to the original form of payment.
Eligible FINAL SALE apparel may be returned within 7 calendar days of delivery for:
- Exchange
- Store Credit
All returned merchandise must meet our standard eligibility requirements.
Welcome & First-Order Discounts
Standard welcome or first-order discount codes applied to full-price merchandise do not make the item FINAL SALE.
Full-price merchandise purchased using a standard welcome or first-order discount remains eligible for refund, exchange, or Store Credit under our standard return policy.
Accessories
All accessories are FINAL SALE.
Accessories are not eligible for return, exchange, refund, or Store Credit, unless the item arrives damaged or has a verified quality issue.
If you receive a damaged or defective accessory, please contact us within 7 calendar days of delivery and include photographs of the issue.
Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us within 7 calendar days of delivery and include photographs clearly showing the issue.
Where applicable, we will gladly provide a replacement of the same item at no additional cost.
We are unable to provide replacements, refunds, or warranty coverage for items that have been worn, washed, altered, dry cleaned, or damaged after delivery.
Promotional Codes & Price Adjustments
Promotional codes must be entered at checkout and cannot be applied retroactively after an order has been placed.
Sale prices, promotional discounts, and coupon codes cannot be combined unless explicitly stated as part of the promotion.
We are unable to issue price adjustments for previous purchases.
Final Sale pricing reflects additional savings and is not eligible for price adjustments.
How to Start a Return or Exchange
Please email customercare@kikiandjojo.com within 7 calendar days of delivery.
Please include:
- Your order number
- The item(s) you wish to return or exchange
- The reason for your return or exchange
Once your request has been reviewed and approved, you will receive return instructions for eligible merchandise.
Returns sent without prior authorization may not be accepted.
Your Return Options
1. Refund to Original Payment
Full-price merchandise is eligible for a refund to the original form of payment when the return is initiated within 7 calendar days of delivery and all return eligibility requirements are met.
Full-price merchandise purchased using a standard welcome or first-order discount also remains eligible for a refund to the original form of payment.
The following are not eligible for refunds to the original form of payment:
- Sale or markdown merchandise
- Clearance merchandise
- Items purchased as part of designated promotional events
- Merchandise purchased using promotional discount codes, excluding qualifying standard welcome or first-order discounts
- Merchandise purchased using promotional discount codes, excluding qualifying standard welcome or first-order discounts
- Other merchandise designated as FINAL SALE
- Accessories
For eligible refunds:
- Returns refunded to the original form of payment incur a $10 restocking fee per item
- If using our prepaid return shipping label, an additional $10 return shipping fee applies
- Processing time is approximately 7–10 business days after your return is delivered and inspected
- Refunds typically appear within approximately 7 business days, depending on your financial institution
- Original shipping charges are non-refundable
2. Exchanges
We offer free shipping on domestic exchanges for eligible merchandise.
Exchange Guidelines
- Exchange requests must be initiated within 7 calendar days of delivery
- Exchanges are processed based on the price actually paid for each item
- New discount codes cannot be applied to an exchange
- If the requested size or item is unavailable, Store Credit may be issued instead
- Each order may be exchanged up to two times
- Due to fast fulfillment, exchange orders cannot be canceled once processed
Sale, markdown, clearance, and promotional FINAL SALE apparel remain eligible for exchange within the 7-day return window, subject to availability.
Accessories are not eligible for exchange unless damaged or defective.
Your replacement item will be shipped after the original merchandise has been delivered to us and successfully inspected.
3. Store Credit
Store Credit is issued as an E-Gift Card sent via email.
- Processing time is approximately 3-5 business days after your return is delivered and inspected
- Store Credit does not expire
- Store Credit may be used toward future purchases
- Free return shipping is included for eligible Store Credit returns
Sale, markdown, clearance, and promotional FINAL SALE apparel are eligible for Store Credit within the 7-day return window.
Accessories are not eligible for Store Credit unless damaged or defective.
Promotional Discounts
Promotional offers are applied based on the qualifying merchandise and quantity in the order at the time of purchase.
Unless otherwise stated, merchandise purchased using seasonal, holiday, special-event, or other promotional discount codes is considered FINAL SALE.
If a return causes the remaining order to no longer meet the original promotional requirements, the promotional discount may be recalculated based on the merchandise kept.
Any applicable promotional adjustment will be deducted from the refund or Store Credit amount.
Returned merchandise will be credited based on the final eligible value after any promotional adjustment.
For example, if an order originally qualified for a Buy More, Save More promotion and a return causes the remaining merchandise to fall below the qualifying quantity, the discount on the remaining order may be adjusted accordingly.
We are happy to provide a refund or Store Credit breakdown upon request.
Return Shipment Responsibility
Returned merchandise remains the responsibility of the customer until it has been successfully received and inspected by KIKI AND JOJO.
We are not responsible for return packages that are lost, damaged, delayed, or misdelivered while in transit.
We strongly recommend retaining your proof of shipment and tracking information until your return has been fully processed.
Refunds, exchanges, and Store Credits can only be issued for merchandise successfully received by our returns department.
Undeliverable Packages & Incorrect Shipping Addresses
Customers are responsible for ensuring that their shipping information is complete and accurate at checkout.
If a package is returned to us due to an incorrect or incomplete address, an invalid ZIP code, or an unsuccessful delivery caused by inaccurate shipping information, the following conditions apply:
- Reshipment: Once the package is returned to our warehouse, we can arrange reshipment to a confirmed address. Additional shipping charges may apply.
- Refund: If the customer prefers to cancel the order, a refund may be issued to the original payment method once the returned items are received and inspected. The actual shipping costs incurred, including those on orders originally eligible for free shipping, will be deducted from the refund.
- Additional Carrier Fees: Any return shipping or carrier fees incurred due to an undeliverable address may also be deducted from the refund.
We recommend carefully reviewing all shipping details before placing an order. If you notice an error, please contact us as soon as possible. While we'll do our best to assist, address changes cannot be guaranteed once an order has been shipped.
Additional Notes
- High-volume periods, including holiday seasons and major promotional events, may require additional processing time
- KIKI AND JOJO reserves the right to refuse returns or exchanges when merchandise does not meet our return requirements or when policy abuse is suspected