RETURN & EXCHANGE POLICY

RETURN & EXCHANGE POLICY

At KIARA, we uphold international standards of craftsmanship and service excellence. As a UK-based fashion house with bespoke production in Pakistan, our policies are designed to protect the integrity of our hand-sewn designs and ensure a seamless experience for our global community.

1. KIARA Ready-to-Wear (Pret) Exchange

We offer a flexible exchange window for our Ready-to-Wear collections. To qualify for an exchange or store credit:

  • Timeline: Return requests must be initiated and dispatched within 7 days of delivery.
  • Condition: Items must be in original, pristine condition—unworn, unwashed, and in original packaging.
  • Inspection: All returns undergo a rigorous quality assessment by our Department of Excellence before approval.

2. Bespoke & Custom Collections

Please note that Made-to-Order and Custom Stitched articles are handcrafted specifically for your measurements. Due to the bespoke nature of these garments, cancellations or refunds are not applicable once the cutting and sewing process has commenced.

3. Streamlined Store Credit System

To provide the most efficient resolution for our customers, KIARA operates an Instant Store Credit model for all eligible returns.

  • Why Store Credit? As a UK-registered entity (HANA Studio LTD), this system bypasses the 14-day international banking delays, allowing you to reinvest in your style immediately.
  • Deductions: For non-fault returns or unreceived paid orders, a nominal processing fee (Rs. 250 shipping + 2.5% platform fee) is deducted to cover third-party logistics and transactional costs.
  • Note: Minor color variations due to screen resolution or lighting are not classified as manufacturing faults.

4. Reverse Logistics & Timelines

We partner with TCS to ensure secure reverse logistics. When a reverse pickup is initiated:

  • Transit: Please allow 10–15 days for the courier to deliver the return to our facility.
  • Processing: Once received, our Quality Department completes the audit and issues your store credit within 5–6 working days.
  • Total Cycle: The full exchange cycle typically spans 20–25 days. We appreciate your patience as we ensure every garment meets our high-quality threshold.

5. Quality Assurance

If a major manufacturing defect is identified, our Quality Department will prioritize your case to offer a swift exchange or store credit. We stand behind the artistry of every KIARA piece.