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Customer

Faqs

I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. HOW DO I SORT THIS OUT? 

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos.


MY ORDER WON'T GO THROUGH. WHAT SHOULD I DO?
If you enter an address in country that we currently do not ship to, your order cannot be processed. You will receive a message indicating that we do not currently offer fulfillment to the country. If you continue to receive error messages that differ from this, please contact a customer care representative via the live chat button during Contact Centre hours or email care@kisua.com after hours.


I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT? 


If you need to change or cancel your order, please contact us immediately at care@kisua.com quoting your order number and product code.


I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT? 


Unfortunately we cannot add items to an existing order. Kindly place a new order for the additional items.


I'M UNSURE ABOUT A SIZE / I HAVE A FIT QUESTION. WHERE DO I FIND THIS INFORMATION?
Please see our style and size guide on product pages for general information on sizing. If you still have specific questions about the fit of an item or measurement queries, please email care@kisua.com or consult with a KISUA care representative on live chat during Contact Centre hours.


I WANT A PRODUCT THAT IS OUT OF STOCK IN MY SIZE. WHAT CAN I DO? 

Popular items can sell out quickly! Leave us an email at care@kisua.com to register your choice and we'll get back to you.


CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE? 

All final sale items cannot be returned or exchanged. For our full Return & Exchange Policy, please see our returns and cancellations tab.


HOW LONG DOES IT TAKE TO PROCESS MY RETURN? 


Once we have received your package, your refund will be processed within 7 days. You will be notified via email.
Please note that your banking institution may require additional days to process and post this transaction to your account once they have received confirmation from KISUA.


WHEN WILL MY ORDER SHIP?
Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on weekends or US/UK holidays.


WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The amount of duties and taxes vary depending on the country to which the order is being shipped and the type of merchandise ordered.
KISUA cannot control, and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on some rare occasions, custom agents may delay delivery of packages.

If you refuse a shipment from KISUA, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to KISUA. This amount will be deducted from your merchandise refund.


DO YOU HAVE ANY STORE LOCATIONS?

Yes, we have a physical store : Shop L 38d, Lower court level, Opp Edgars, Sandton City, 163 5th St, Sandhurst, Sandton, 2196,


DO YOU OFFER FREE INTERNATIONAL SHIPPING?
We currently do not offer free international shipping.