Why are store policies important?
At our store, we understand that buying online can sometimes feel uncertain, which is why we’ve created clear and fair policies to give you peace of mind. These guidelines ensure you know exactly what to expect if there’s an issue with your order or if the product doesn’t meet your expectations. Our policies also help us resolve any concerns quickly and efficiently, so you can shop with confidence and trust in our commitment to your satisfaction.
Order failed to deliver
If your order couldn’t be delivered due to an incorrect address or because it was unclaimed, it will be returned to the default return address. Once it arrives back to the facility that sent them out, we’ll notify you via email. We’ll hold the returned order for 30 days at no extra cost. During this time, we will reach you out to confirm the correct address. If an order needs to be reshipped, the customer will be responsible for covering the reshipment costs. We recommend double-checking the shipping details to avoid any additional charges. Let us know how we can assist further!
Order returned by the customer
Sometimes customers might want to return their newly purchased products. Usually, it’s because they’ve ordered the wrong size or just don’t want the items anymore.
We advise our customers to contact us before returning any products. That way, we’ll be able to ask for the return reason and share the customer’s options on how to proceed with the order.
Reasons to return an order
Damaged & mislabeled items
At Ignis Kai, we pride ourselves on unparalleled product quality. That’s why all our orders go through a 3-step quality check before we ship them out. However, if a damaged or mislabeled item was accidentally let through our quality control, or was damaged during shipment, we take full responsibility and provide a free replacement.
Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received.
Buyer's remorse
Ignis Kai only offers refunds for damaged or mislabeled products, not for buyer’s remorse.
Size exchanges
Wrongly ordered sizes won’t be eligible for refunds from Ignis Kai’s side either. We make everything on demand, so requesting a size exchange would mean producing an entirely new product.
Order was lost in transit
All of Ignis Kai's shipping methods have tracking, although the accuracy may differ for some carriers. If it’s past the estimated delivery date and your customer still hasn’t received their order, the package might be lost in transit.
What to do about an order that’s lost in transit?
Step 1: Make sure that the order is actually lost in transit
Find the tracking link in one of our order notification emails and look at the tracking log.
Step 2: Confirm the shipping address if it’s past the estimated delivery time
If the address was correct: And the package has not arrived, contact your local post office to check if the order is there. Check with neighbors to confirm if they have received or seen the package.
If the address was incorrect, then the package will be sent back to the return address and we’ll contact you for an updated address when we receive the returned package. If we don’t receive the package, then you’ll have to submit a new order to replace the original.
Step 3: Submit a problem report
If the customer’s shipping address was correct and the order still hasn’t arrived, contact us and our customer support will find a resolution for you. We usually cover the costs of reprinting and shipping replacement orders.