Returns & Exchanges

We want you to be delighted with your Killstar US purchase. If you change your mind or are not fully satisfied, we offer a structured returns and exchange process so you can return eligible items or swap them for a different size or style.

1. Standard Return Period

As a general guideline, most orders can be returned for a refund, store credit, or exchange within 14 days from the date you received your delivery.

To begin a return or exchange, you must initiate the request in our Returns Portal within the initial 14-day window. After registering your return, you then have another 14 days to physically send the items back to us.

2. Extended Holiday Return Window

For orders placed during the holiday shopping period, special extended return timeframes may apply. For example, orders made between mid-October and late December may be eligible for extended return eligibility for store credit or exchanges through a later cutoff date.

This extended window allows more flexibility during busy seasons, though refunds must still be submitted within the initial window and returns shipped shortly after registering your request.

3. How to Request a Return or Exchange

To start a return or exchange, visit our Returns Portal and follow the steps to generate a Return Authorization number (RMA). Once issued, you will receive instructions on how to send your items back.

Be sure to include your order number, the RMA you received, and the email address associated with your order inside the package when returning your items. Without this information, we may not be able to process your return correctly.

When preparing your return, you can either:

  • Print the return packing slip sent to you via email,
  • Write your RMA and email address on a piece of paper if no slip was provided,
  • Clearly label the package as returned goods before sending.

4. Conditions for Acceptable Returns

To be eligible for a return or exchange, items must be in a resaleable condition. Specifically:

  • Items must be unworn, unwashed, and clean with no odors (such as perfume or smoke) or marks.
  • All original product tags must still be attached and intact.
  • Footwear should be tried on indoors only and returned with clean soles and original packaging.
  • Items with hygiene seals, such as swimwear, intimate apparel, or beauty products, must not have had those seals removed.
  • Jewelry and earrings can only be returned if they remain sealed in their original packaging.
  • Hosiery items (e.g., tights, socks) must be unopened with tags and seals intact to qualify.

Killstar US reserves the right to decline any return that does not meet these conditions. We may inspect returned merchandise and determine at our discretion whether it can be accepted.

5. Items Not Eligible for Refund

Certain styles or categories of products may be excluded from refunds for hygiene, safety, or sale reasons. Examples include:

  • Items marked explicitly as final sale
  • Items with broken or removed hygiene seals
  • Gift cards, which cannot be refunded or exchanged

6. Responsibility for Return Shipping

Return shipping is the responsibility of the customer. You may choose the carrier and shipping method you prefer, but we recommend selecting a service with tracking so that you can monitor the parcel until it reaches us.

Packages remain your responsibility until delivered back; Killstar US is not liable for loss or damage in transit back to us. If a return parcel is lost before delivery, you will need to contact your chosen carrier for further assistance.

7. Refund Processing

Once your return package is received and inspected, refunds will be processed back to the original payment method used at the time of purchase.

Please allow several business days for your refund to appear on your payment account after we issue the refund notification.

8. Exchanges

If you choose to exchange an item for a different size or style, a new order will be created when your return is processed. You will receive an exchange order number and tracking information once the new item ships.

For international exchanges, additional shipping fees may be required before the replacement item is dispatched.

9. Partial and Store Credit Returns

If you return part of your order or qualify for store credit, any percentage-based discounts associated with the original purchase may be proportionally adjusted. Rewards or promotional points earned from returned items will be deducted from your points balance accordingly.

10. Returns with Split Payments

If your order was paid using a combination of gift card and another payment method, refunds will first be issued back to the original gift card. Any remaining balance will be refunded to the payment card used.

11. Buy Now, Pay Later (BNPL) Payments

If you used a buy-now-pay-later service, we will communicate your return details to the financing provider. You will receive updated payment or refund information directly from that service.

12. Exchange Restrictions

Items sent back as part of an exchange cannot be returned again for further refund or exchange. Exchanges are final once processed.

13. Updates to This Policy

We may update this Returns & Exchanges Policy from time to time. Any changes will be posted on this page so you always know the current terms that apply to your order.