Frequently Asked Questions
Order & Product
We’re unable to make any changes to your order once it has been placed, this includes the following:
Changing the product size/colorway, delivery/billing address, adding/removing products from your order, shipping method, and order cancellation.
If you input the incorrect address at checkout, we can not be held accountable if the order goes missing. We are not liable to refund/replace orders in these cases.
In the event you have received a defective/faulty product, please contact us immediately at firstname.lastname@example.org with the following information:
Your order number (found on the original order confirmation), which product from your order is defective/faulty, a description of the defect, photo evidence (please send us multiple photos showing different angles of the defect).
Please do not return any damaged goods unless advised by a member of our customer support team.
Unless proof of damage has been verified by a member of our customer support team, we cannot action a refund, credit, or replacement.
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified.
In the event that you have received the wrong product, please contact us immediately at email@example.com with the following information to ensure that we can get this issue resolved for you quickly:
Your order number (can be found in order confirmation email), the name of the product you did not receive, the name of the product you received in it's place, multiple clear photos of the product you have received (including product identifier such as tag or sticker that shows the product name, size, color).
Once we've received the above info, our customer support team will get this sorted for you as soon as possible.
You may be asked to return the incorrect item back to us through our return process.
All claims for orders arriving without the correct/missing products must be made within 5 days of the delivery date.
Shipping & Delivery
KEFI is not responsible for lost or stolen packages, packages sent to the wrong address, or refunding/replacing orders in these cases. The customer is responsible for filing all claims with their local post office. KEFI is not responsible for any packages once they are in the hands of the shipping provider.
Customs fees are not covered in the shipping costs that are charged by KEFI. Customs policies vary from country to country and unfortunately we have no control over how your country determines customs fees. To find out how not to be charged customs fees, contact your local customs office for more information.