Refund policy
Last updated: 3 Sept 2026
We hope you love your Kalawerk purchase. If something isn't quite right, you can request a return within 14 days of receiving your order.
How to request a return
You can request a return in either of the following ways:
Option 1 — Request a return through your Kalawerk account
- Sign in to your customer account on our website.
- Go to Orders and select the order you would like to return.
- Select Request return.
- If your order contains multiple items, select the item(s) you wish to return.
- Select your reason for returning the item and add any relevant information.
- Submit your return request.
Your return request will be sent to us for review. A return is not considered approved until you receive confirmation from Kalawerk.
Once your return has been approved, we will send you the return instructions, including where to send the item.
Shopify's self-service return system allows customers to select individual items from an order, while the return request remains subject to the store's approval.
Option 2 — Contact us by email
You can also request a return by emailing support@kalawerk.com.
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
We will review your request and reply with the next steps.
Return conditions
To be eligible for a return, the item should be returned in the condition in which you received it, taking into account your legal right to inspect and handle the goods as reasonably necessary.
Please return items with their tags and original packaging where possible.
You must provide your order number or other proof of purchase.
Please do not send anything back before your return has been approved. Returns sent without prior approval may not be accepted.
Return shipping
For returns due to a change of mind or other reasons covered by the customer's statutory right of withdrawal, customers are responsible for the direct cost of return shipping.
Once your return is approved, we will provide the return address and shipping instructions. We recommend using a tracked shipping service and keeping your proof of postage and tracking information until your refund has been processed.
If an item arrives damaged, defective, or incorrect, please contact us before returning it. In these cases, we will arrange the appropriate return solution at no cost to you.
European Union 14-day right of withdrawal
If you are a consumer purchasing from within the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason.
If your order contains multiple items delivered separately, the withdrawal period generally begins when you receive the last item.
To exercise your right of withdrawal, you must notify us within the 14-day period. After notifying us, you must send the goods back without undue delay and generally no later than 14 days after notifying us of your withdrawal.
You are responsible for the direct cost of returning the goods, provided that we have informed you of this responsibility before your purchase.
You are responsible for any diminished value resulting from handling the goods beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Where you exercise your statutory right of withdrawal, we will reimburse the payments we received from you, including the cost of our least expensive standard delivery option. We are not required to reimburse additional delivery costs resulting from your choice of a more expensive delivery method.
Non-returnable items
Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law, including:
- Personalised or custom-made goods made according to your specific requirements
- Gift cards, where applicable
Promotional or sale items are not excluded from any statutory consumer rights solely because they were purchased at a reduced price.
Product variations
Kalawerk products are handcrafted and may contain slight variations in colour, print placement, texture, stitching or finish.
These variations are a natural part of the handmade process and are not considered defects where the product otherwise conforms to its description.
Damaged, defective or incorrect items
Please inspect your order when you receive it and contact us as soon as possible if:
- your item arrived damaged;
- your item is defective; or
- you received the wrong item.
Please email support@kalawerk.com with your order number and, where relevant, photographs of the issue.
We will review the issue and arrange an appropriate solution.
Exchanges
We currently do not offer direct exchanges through our return process.
If you would like a different item, colour or design, the easiest option is to request a return for the original item and place a new order once your return has been approved.
Refunds
Once we receive your returned item, we will inspect it and process your refund where the return is approved.
For statutory withdrawals, we may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.
Approved refunds will be made to the original payment method.
Please note that once we have processed your refund, the time it takes for the funds to appear in your account may depend on your bank or payment provider.
Contact us
If you have any questions about returns or refunds, please contact:
Kalawerk
Email: support@kalawerk.com