Returns & Refunds

Return window

You may return eligible items within 14 days of delivery for a refund or exchange, provided the items are unused, in original packaging, and with tags attached where applicable.

Final-sale, personalised, or hygiene-sensitive items (such as opened innerwear or used beauty tools) may not be eligible for return unless faulty.

How to start a return

To request a return:

• Email us at support@kikismall.com with your order number and reason for return
• Include photos if the item arrived damaged or incorrect
• Wait for return authorisation and instructions before sending items back
• Ship returns using a trackable method; you are responsible for return shipping unless the item was defective or we sent the wrong product

Refunds

Approved refunds are issued to your original Paystack payment method within 7–14 business days after we receive and inspect the returned item. Bank or mobile-money processing times may vary.

Shipping fees are non-refundable unless the return is due to our error or a defective product.

Exchanges

If you need a different size or colour, contact us within the return window. Exchanges are subject to stock availability. If the replacement item costs more, you will pay the difference; if it costs less, we will refund the difference.

Damaged or incorrect items

If your order arrives damaged or you received the wrong item, contact us within 48 hours of delivery with your order number and photos. We will arrange a replacement or full refund, including any reasonable return shipping costs.

Cancellations

You may cancel an order before it is dispatched by contacting us promptly. Once an order has shipped, our standard return policy applies. Orders cancelled before dispatch receive a full refund via Paystack.