Returns & Exchange

Seven days of peace of mind on every order. Start your return & refund directly inside the Krystal x Kidswear app — no paperwork, no back-and-forth.

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Start your return in the app

Returns and refunds are fully handled inside our mobile app. You don't need to email or call — just follow these steps:

  1. Open the Krystal x Kidswear app and sign in.
  2. Go to Profile → My Orders and tap the order you want to return.
  3. Tap Request Return / Refund and choose the item(s) you want to send back.
  4. Pick a reason (wrong size, defective, wrong item, changed mind…) and upload a photo if the item is damaged.
  5. Confirm — you'll get an instant return reference and the pickup/drop-off instructions right in the app.

You can track the status of every return in My Orders — pending, approved, picked up, refunded. Push notifications keep you updated at each step.

Don't use the app?

You can still start a return through WhatsApp or email caleb.s.hart@gmail.com with your order number and reason — but the app is faster.

What you can return

Anything unworn, unwashed, with original tags and packaging. Sale items are returnable unless marked Final Sale.

Return window

7 days from the day your order is delivered. After 7 days the Request Return button will no longer appear on the order.

Size exchanges

We offer one free size exchange per order for items we stock in multiple sizes. Pick "Exchange for another size" inside the app — you cover the return shipping and we cover the outbound shipping of the replacement.

Defective or wrong item

Fully covered by us — we pay return shipping and ship the correct item for free, or issue a full refund. Choose your preferred resolution right inside the return request.

Refunds

Once we receive and inspect the item, the refund is issued automatically:

  • Store credit / wallet balance — credited to your app wallet instantly and ready to use on the next order.
  • Original payment method (KBZPay, Wave Pay, AYAPay, CB Pay, bank transfer, card) — back on file within 5–7 business days.
  • Cash on Delivery orders — refunded to your chosen wallet (KBZPay / Wave / AYAPay / CB Pay) once you share the number in the return request.

Not eligible for return

  • Underwear, socks and opened baby food for hygiene reasons.
  • Personalised or custom-made items.
  • Items damaged by misuse after delivery.
  • Orders past the 7-day return window.