REFUNDS AND RETURNS

(Guidelines for returns and refunds)

DATE OF LAST UPDATE: 2 FEBRUARY, 2023

1. MODIFY OR CANCEL YOUR ORDER

If you wish to cancel or modify an order, it is important that you contact us within 24 hours as we send your order into production 24 hours after you place the order on the Kickit Ink website. As all items are custom made, once your order goes into production we will not be able to cancel or modify the order.

Unfortunately, after 24 hours has elapsed your order will already be in production and it will not be possible to modify or cancel your order.

How to cancel or modify your order

1. Send us an email at support@kickitink.com (or use the CONTACT US form) within 24 hours of placing your order on kickitink.com and include the following:

a. In the email subject line enter “CANCEL OR MODIFY MY ORDER”

b. In the email body, please describe in detail what you would like to do ie. change shoe sizes, change to another design, Cancel one or more items on your order etc. Please be as descriptive as possible in your email.

2. We will send you a confirmation email to advise that your request to cancel or modify your order has been received and we will also confirm if it has been possible to stop your order from going into production.

3. If we have been able to successfully stop your order before production we will make the changes you requested (or follow up with you if any further clarification is required) and reply to your email advising the changes made. We will also request that you confirm that the actions we have taken are correct before we send your revised order details into production (as required).

IMPORTANT!

After we have made the changes to your order, we will send you a confirmation email of the actions we have taken. It is important that you reply to our email and confirm the changes we have made to your order are correct before we send your revised order through to production. Failure to confirm via email may result in delays to your order being processed.

2. DAMAGED / DEFECTIVE ITEMS

We try to ensure high quality standards of our products and all products are inspected for quality before being carefully packed and shipped.

However, we understand that problems with quality can occur and if you do find any issues with your items ie. poor quality print or damaged / defective goods etc, please contact us within 14 days and we’ll make it right and send out a FREE replacement, store credit or issue a refund.

How to report a Damaged / Defective item

1. Send us an email at support@kickitink.com (or use the CONTACT US form) within 24 hours of placing your order on kickitink.com and include the following:

a. In the email subject line enter “DAMAGED OR DEFECTIVE ITEM”

b. In the email body, please describe the issue providing as much detail as possible and advise if you are seeking a refund, store credit or replacement item

c. Please attach clear photos of the damaged / defective items and also photos of the packaging ie. Shoe box and wrapping

2. We will send you a confirmation email to advise that your Damaged / Defective item claim has been received.

3. We will then review the information provided and once your claim is approved we will contact you to advise:

a. Depending on the agreed method, send out a replacement, issue a store credit or process a refund of the purchase price only (shipping and taxes ie. VAT are not refundable) to your credit card or original method of payment. Please note that depending on your bank and payment method, refunds may take up to 10 business days to process.

IMPORTANT!

If we require the items to be returned to us, we will provide you with an RMA (Return Merchandise Authorization) number and an address to ship the defective/damaged items to. You must return the Product to the address provided to receive a refund within 14 days of receipt of RMA. You must also email us back with the RMA and the tracking number so we can track your return and send out a replacement, issue a store credit or process a refund when returned items have been received.

3. SIZING ISSUES

Before placing an order, we encourage you to accurately measure your foot and refer to our sizing charts located above the Add to Cart button, the “Sizing” link located in the footer of this website or the link here to ensure you select the correct size.

Please refer to our sizing charts which details how to accurately measure your foot so you can choose the correct size.

All shoes are made to order, so unfortunately any size exchange requests received after 24 hours from the time the order is placed will NOT be accepted.

4. ORDER NOT RECEIVED

If your items still haven't arrived after 20 business days from the date you received the tracking number for your order, please go to the tracking page on our website and track your item as it may be delayed at customs or still in transit.
After you have checked the tracking of your order on the “Order Tracking” page, if you still need assistance please reach out to support@kickitink.com and we will assist you in any way we can.

5. EXCHANGES

We only replace / exchange items if they are defective or damaged. As all shoes are made to order, we can not accept any exchange requests made after 24 hours from the time the order is placed as your items will already be in production.
If you wish to cancel or modify an order, it is important that you contact us within 24 hoursof placing the order as after 24 hours your items will already be in production and can not be canceled.
Please refer to the MODIFY OR CANCEL YOUR ORDER section at the top of this page if it is within 24 hours from the time you placed the order and you wish to make changes.

6. ADDITIONAL TERMS AND CONDITIONS:

Shipping and handling charges, gift wrap fees, and taxes paid (such as state, customs, or VAT) are not refundable.
If you are requested to return Product to KickIt, you are responsible for and must prepay all shipping charges and you assume the risk of loss or damage to the returned Product(s) while in transit back to kickitink.com.
If you return a Product to KickIt Ink and do so (a) without a return authorization from KickIt Ink or (b) without all parts and accessories originally included with your purchase, KickIt Ink retains the right to either refuse acceptance of such return or charge you the retail value of the missing parts and accessories, whichever is higher.

NON-RETURNABLE ITEMS

(Including but not limited to)

Gift cards
Any product where the incorrect size has been ordered in error

REFUNDS

(If you are requested to return your item/s)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.

There may be certain situations where only partial refunds may be granted

(If applicable)

Any item damaged or missing parts for reasons not due to our error
A damaged / defective item claim is lodged more than 14 days after delivery
A damaged / defective item is returned more than 14 days after an RMA number has been issued

Late or missing refunds

(If applicable)

If you have been approved to receive a refund and haven’t received it after 10 working days from the date we notified you that you would be receiving a refund, please double check your bank account again and then contact us. We will confirm the date the refund was processed and may request that you contact your payment provider (Bank, Credit Card Company etc) as it may take some time before your refund is officially posted.

Sale items

(If applicable)

Sale items can be refunded if the item is defective or damaged, however as our products are custom made we will not issue refunds where the customer has ordered the incorrect size or changed their mind and no longer wants the items.

Still have questions about your return? Contact customer service at support@kickitink.com