Return Policy & Customer Service

At KindsLias, your satisfaction comes first. We want you and your child to truly love the pieces you choose. If something ever doesn’t fit or doesn’t please you, we will find a fair and quick solution together.

In accordance with European consumer law, you have a statutory 14-day right of withdrawal from the day on which you, or a third party designated by you, take possession of the goods. All prices include statutory VAT.

1. Important before any return

So that your return can be processed quickly and smoothly, a binding procedure applies to all returns:

  • First contact our customer service by e-mail at kontakt@kindslias.com or via the chat on our website. Please never send anything back without prior request.
  • A return is valid only after prior confirmation by our team. Without this approval, we unfortunately cannot accept or process your parcel.
  • After reviewing your request, you will receive a personal return reference (RMA) as well as the appropriate shipping address for your case. For security and logistics reasons, this address is not communicated publicly and may vary depending on the item and country.

2. Conditions for a refund

You may of course unpack and try on the item to check the fit and size – just like in a store – but without damaging the packagings. Please note that there are two packagings: the outer shipping packaging (with the address and shipping label) and, inside it, the original product packaging (bag or box with the product’s numbers, labels and barcode). For a refund to be possible, the following applies:

  • The item is unworn (beyond trying on), unwashed and undamaged.
  • The outer shipping packaging is opened so that its labels and barcodes remain legible.
  • Most importantly: the original product packaging must not be damaged or stripped of its labels. It is opened cleanly – without tearing it – and kept so that the item can be returned inside it (not loose in paper or another wrapper).
  • All numbers, labels and barcodes – on both packagings – remain in place and legible. This is the only way for us (and you) to clearly identify the parcel and the product. Without legible labels and barcodes, no refund is possible.
  • The return is registered within 14 days of receipt.
  • For hygiene reasons, underwear, socks and swimwear are only returnable if the hygienic protective strip or the original packaging is intact.
  • Heavily discounted or personalized items are generally excluded from exchange, but may in individual cases be exchanged for a voucher.

3. Our solutions – we find the one that suits you

Depending on the situation, we review together with you the best and quickest solution for you. In many cases, we can offer you an alternative directly without you having to return the item:

  1. Replacement delivery – e.g. in the case of damaged goods, transport damage or the wrong size, where available.
  2. Partial refund – as a pragmatic gesture, when the item can essentially be kept (e.g. minor visual defect, slight color variation).
  3. Full refund – when no other solution fits or the order is to be cancelled.
  4. Return to our logistics center – after approval by our service, you will receive the exact address and, where applicable, a prepared shipping label.

4. Return shipping costs

We will clarify the terms and the coverage of return shipping costs together with you when you contact us. In the event of a defect, transport damage or an error on our part, KindsLias covers the return shipping costs in full. We recommend shipping with tracking, as we cannot accept liability for parcels lost in transit until the goods have reached us.

5. Processing and refund

  • After receipt and inspection of your return, you will receive a confirmation e-mail within 3 business days.
  • The refund is made to the originally used means of payment, usually within 5 to 7 business days after approval. A refund is only issued after receipt and inspection of the goods.
  • In the case of a replacement delivery, the new item is shipped immediately once availability is confirmed.

6. Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you, or a third party designated by you who is not the carrier, take possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement (e.g. an e-mail to kontakt@kindslias.com). We will inform you of the specific return address by e-mail after you contact us. To meet the withdrawal deadline, it is sufficient for you to send your notification concerning the exercise of the right of withdrawal before the withdrawal period has expired.

7. Contact our customer service

Our team answers your inquiries Monday to Friday within 24 hours.

When contacting us, please have your order number, a short description of the matter and – if possible – photos of the item (with clearly visible labels and barcode) ready. This allows us to help you especially quickly.