RETURNS & EXCHANGES POLICY

Unfortunately, we do not allow any refunds or cancellation of orders after payment has been made. However, we uphold a 30-day Return & Exchange Policy for all our beloved customers.

KicksConvoy will accept requests for Returns & Exchanges as long as the request to return the item is submitted within 30 days of receipt. Do take note that the item must be returned to us in its original packaging, unused, and in resellable condition.

Depending on the reason for the return, customers may be responsible for incurring the costs to return their items. We will take a range of factors into consideration and the final decision is at the discretion of KicksConvoy.

Important things to check before submitting a Return & Exchange request:

  1. Original Packaging
  2. Original Condition
  3. Tags still intact

Once returns are received and accepted, we will process the goods exchange.

Missing Items

As items may be sourced from different places, items may come in separate packages and delivery times may vary.

Nonetheless, here are some important things to check before you contact our team:

  1. Check your emails to see if any of your items will be arriving separately.
  2. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
  3. You can also check if your order has been split into more than parcel by logging into 'My Account' and checking my orders.

If there is indeed an item missing after checking the above, please contact us and include the following information:

  1. The order number
  2. The missing item's name and number

We will resolve the issue for you as quickly as we can.

Incorrect Item

We apologize for any incorrect item(s) from your order.

Nonetheless, here are some important things to check before you contact our team:

  1. Original Packaging
  2. Original Condition
  3. Tags still intact

After checking that all the above listed are present, please contact us and include the following information:

  1. The order number
  2. The item's name and number
  3. A description of the mistake
  4. A visual representation (pictures or videos) of the incorrect item

We will resolve the issue for you as quickly as we can.

Out of Stock Items

We're really sorry if you've received an email saying one or more of the items you've ordered is out of stock.

When this happens, it means we thought we had stock of the item when you placed the order. However, when we went to pack your order we realized we didn't have the item available anymore.

We will give you a FULL REFUND even if your order was confirmed. You will then receive an email notification upon cancellation.

Still Need Help?

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