Freqently Asked Questions

What's your return policy?

NOTE: All returns are refunded via store credit in the form of a E-Gift Card. All items under Final Sale category cannot be returned for store credit.

Please be sure to send your item(s) back in full accordance with our return policy:

  • Items must be sent back within 14 days of the delivery date. (Monday-Friday)

  • Items must be unworn, unwashed, and have original tags attached.

  • Items must be free of stains, makeup, deodorant, or wear.

  • Bodysuits, swimwear, and undergarments are non-returnable.

  • Accessories are non-returnable, unless there is a defect on jewelry.

  • No refund is given. All returns will be refunded via store credit in the form of an E-Gift Card code.

  • Returns are processed within 7-15 business days after your item(s) has been received back. (It could be sooner)

  • We do not provide pre-paid return labels; you are responsible for covering shipping costs to return, (unless there was a problem on our end).

  • Damaged, defective, or incorrect items must be reported within 2 business days of delivery. Please contact us through via email at Kenzies_closet@yahoo.com

  • All returns must include a return request form or packing slip.

  • Return packages must include a return request form OR packing slip. If these are not filled out correctly, your return may experience issues in processing.

  • When sending back items from multiple orders, please fill out a return form or packing slip from each order returned.

  • Return drop-offs are not accepted at our Distribution Center or corporate office.

  • Kenzie’s Closet is not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.

  • In the event that you do receive the incorrect item, we do ask to please send back the invoice. We believe in accountability and the improvement of our performance.

  • If the original item received free shipping, a shipping charge may be incurred on the exchanged items and the invoice will be sent to you via email prior to shipment from our location. (excluding those who paid for shipping)

Additional notes: When returning by mail, you will be responsible for covering shipping costs to return items. Depending on the shipping method and carrier used to return, your return package may take several days or weeks to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Kenzie’s Closet will not issue a store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of a Kenzie’s Closet E-Gift Card for use on a future purchase. If there is a system glitch on an oversold item (Out of Stock) we will issue a refund through your original payment method.

 

Returned to Sender & Refused Packages

This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.

Note: To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Kenzie’s Closet does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. Alternatively, you may use the packing slip(s) provided with your order(s) to return; simply mark your packing slip and include the appropriate Return Reason code next to the item indicated on the packing slip.

Pack your item(s) securely in the original product packaging. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered and unwashed. 

Reserved Rights Regarding Returns

Kenzie’s Closet reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of “wardrobing;”

  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,

  • Potential fraudulent or criminal activity.

 

Final Sale Items

All items tagged Final Sale cannot be returned for store credit and are non-returnable including, bodysuits, swimwear, undergarments, beauty products, cosmetics, and accessories.

Coupon Code: LASTCALL2020

Exchanges

Because we can't ensure that the style/size our mommies and minis desire by the time their returned items come back to the Distribution Center, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) in accordance with our Easy Returns policy and repurchase the item(s) in your desired size or style once your store credit is issued.

Damaged Items

Should you receive a damaged item(s), please take a photo of the item which clearly displays the damage and add the attachment to the email along with a description of the damaged item(s) and your Order Number. Once we receive your request and assess the damage, we will be in contact with you to determine the needed outcome.

Defective, Incorrect, or Missing Items

Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please submit a request via email within two (2) days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. Cancelations and changes in the order must be communicated within 2 hours of placing the order. Changes in order can be verbally addressed to our customer service team.

returns