EXCHANGES & RETURNS
Due to the global impact of COVID-19 on our customers, we have enhanced our returns policy so all customers now have 28 days from the date of delivery to make a return to qualify for a cash refund and 45 days to qualify for store credit.
We do everything we can to ensure you are happy with your order but if you need to make a return please follow the simple steps below:
1.Download & print a form
- Full Name
- 6 digit KILLSTAR order number
- email address
- phone number
- complete list of Items being returned & reason for return
- if you require a refund/exchange/store credit please detail this.
- Items must be in their original condition and in their original packaging, unworn, unwashed and complete with their original labels and tags. Any promotional items included free of charge must also be returned shall the order be returned in full.
- Only items/orders purchased on the HK site can be returned to the HK warehouse. If you are unsure where your order was purchased - contact us with your order-number and we can check.
- If sending items back from outside of the HK, make sure to declare items as returned goods, clearly state 'HK RETURNED GOODS' on any parcel. Any duties on returned goods will remain the responsibility of the customer.
- Only items returned within 14 days of delivery is eligible for a cash refund. Refunds will be credited to the original payment method, including gift cards. Items returned after 14 days but before 28 days will be eligible for a store credit.
- For any items returned that were part of a multi-buy promotion such as Buy One Get One Half Price, Buy One Get One Free, 3 for 2, or similar - the refund value of returned products will be calculated based on the promotional savings of any items not returned, and therefore may not equate to the full value of the item(s) specifically being returned.
- Swim/Bodysuits, Intimates & Earrings are not returnable, due to hygienic restrictions.
- Shipping fees will not be credited.
- Purchases made in Cryptocurrency as payment are not eligible for a refund, only store credit or exchange.
- Gift Cards are non returnable, and do not qualify for a refund.
- Please allow up to 7-10 business days for us to process your returned item/s. We always aim to be faster!
- We reserve the rights to refuse a refund or credit for items that are not in a re-sellable condition - regardless of the presence of original tags and whether the item was worn or not, refunds will not be issued for items that we determine cannot be resold. We may make such determination based on a variety of factors including, but not limited to; the appearance, smell, and/or general condition of the item when it's returned to us.
- Please remember to fill out the order number, it will be in your email notifications.
If you need any help with making a return - please do not hesitate to contact us.
Orders returned to sender/refused by the receiver:
- Any order(s) returned to sender due to customer error / failure to collect will require new shipping to be purchased to allow the order to be re-shipped or alternatively can be refunded less the cost of initial shipping. If an order qualified for free shipping the cost of this shipping will be deducted from any refund.
- You are personally responsible for any import duty/tax that may be applied to an order outside of the HK. This isn't a shipping charge, but a legal requirement decided by the governing law where you live. Any orders abandoned/refused by customers due these charges will be liable for all costs of shipping the order back - including the original cost of the shipping.
Need any further assistance? Contact our customer service team for help!