Refund policy
Exchanges/Returns/Order Cancellations
Order cancellation before shipping:
1) The User can cancel the product order at no cost, provided the products have not yet been shipped and their request is seen in time, It is important to emphasize that the purchase is made independently by the customer and naturally the customer is responsible for their purchase; if their cancellation request is not seen in time, we cannot be held responsible.
2) If the User places an order and wishes to cancel it, they must immediately contact our Customer Support Service and request the cancellation of their order via the email info@kiwinithelabel.com. Only after this procedure is the order cancellation possible. If the cancellation request is successful, the User will be notified by email of this decision and the cancellation will be processed at no cost to the User.
When the order is being processed, it is not possible to make any changes to your order.
Exchanges and Returns
You can exchange/return your order within 14 days from the day you received your order. The item must be in the same condition as when you received it, with the respective tag and packaging.
To meet the deadline, communication regarding the exchange/return of the purchase must be made before the corresponding period ends. If the return or exchange is made after the respective deadline, the order will be returned to the customer after payment of the return shipping costs.
To make an Exchange/Return, communication must be made through our email (returns@kiwinithelabel.com)
In the email you send, you must include:
• Reason for contact: indicate whether you want an exchange or return;
• Order number (#00000);
• Identification of the items to be exchanged/returned.
The estimated response time is 1 to 3 business days, However, depending on the time, during peak periods it may take up to 5 business days.
We will try to respond to your request as quickly as possible.
You will have to wait for a response from us, where you will be explained how to proceed in case of Exchange/Return.
NOTE: We do not accept pre-reservations of items for exchange.
If the exchange is not due to reasons attributable to KIWINI the label, such as exchanges for color, size, or other characteristics, or due to changes of mind or errors by the customer when purchasing, the customer must be responsible for sending us the products in perfect condition with the respective tags, without any unjustifiable delay and within a maximum period of 14 days from the day they received their order. We do not accept exchanges or returns of items if the deadline mentioned is exceeded.
We do not accept exchanges/returns of items outside the European Union. Costs related to shipping for exchanges are the sole responsibility of the customer and are non-refundable, except in cases provided for (packing error or defective item).
Right of Withdrawal
In compliance with Decree Law no. 24/2014 regulating distance contracts to promote transparency in commercial practices and safeguard the legitimate interests of consumers, KIWINI the label informs the following:
- The consumer has the right to freely cancel their contract within 14 calendar days, without needing to provide any reason;
- The period to exercise the right of withdrawal expires 14 days from the day you take physical possession of the goods.
- In case of contract cancellation, you will be refunded no later than 14 days from the date we are informed of your decision to cancel the contract.
- We may withhold the refund until we have received the returned goods, or until you provide proof of shipment of the goods, whichever occurs first.
- You must return the goods (in the same condition as received, preserving the original packaging) without undue delay and no later than 14 days from the day you received your order. The deadline is considered met if you return the goods before the 14-day period expires.
- You must bear the direct costs of returning the goods.
To exercise your right of withdrawal, you must communicate your decision to withdraw from the contract via email (returns@kiwinithelabel.com), including the following information:
- Sender identification – Name and email address used to make the purchase - Online Order Number;
- Which item(s) to return.
You will have to wait for a response, as you will be later informed how to proceed and where to send it.
The estimated response time is 1-3 business days, we will try to respond to your request as quickly as possible.
We do not accept exchanges/returns of items outside the European Union.
Right to refuse the order or cancel the purchase
KIWINI the label reserves the right to cancel any order, even if already confirmed, in the following situations, without liability for any damages or costs:
• The product is no longer available (payments will be refunded);
• Billing information is incorrect or unverifiable;
• The order is flagged by our Security Systems as an incorrect or potentially fraudulent order;
• Payment is not received within 24 hours after order acceptance; • If we have indications that the consumer is under 18 years old.
• If we have indications that the consumer is not an end consumer.
• If we detect that the price listed on the website is incorrect.
• If it is not possible to deliver the order to the specified address
ORDER AND RETURN POLICY FOR WEDDING DRESSES
1. Nature of the Items
Wedding dresses are special occasion items, with limited stock and high sensitivity to handling.
For this reason, specific shipping and return conditions apply.
2. Unit Limit per Order
To ensure fair availability for all customers:
• A maximum of 3 wedding dresses per order is allowed.
• Larger orders may be:
• Partially shipped
• Or canceled with full refund before shipping.
We reserve the right to contact the customer to adjust the order if excessive trying-on is detected.
3. Right of Withdrawal (Returns)
Under the terms of Decree-Law No. 24/2014 (distance sales), the customer has 14 days to return the item, provided that:
• The dress has not been worn
• Show no signs of use, makeup, perfume, or odors
• Not have been adjusted, washed, or altered
• Be returned with intact tags
• Be returned in the original packaging
Testing should be done carefully, without makeup, perfume, or body products.