EXCHANGE AND RETURN
If for any reason you are not satisfied with your order, please contact us. At By Kylie we strive for our customers to be 100% satisfied with the product they purchased from our suppliers. If you have any problems with the delivery or product and feel frustrated, please contact us and our team will assist you immediately.
How can I return all or part of my order?
If you choose to return your products to us within the 14 day right of withdrawal, please note that we will refund the full amount of your order within 5 working days of receiving the product. Unfortunately, we cannot refund the costs of return shipping.
Follow these steps to return your product:
- Download the return form here and fill it out as completely as possible.
- Send an email to info@bykylie.se stating that you want to return your order or part of it.
- Wait for a response from our customer service if we can accept the return. There you will also be given the return address (Note: This is not the address on our website).
- If we can approve your return, pack properly and securely, preferably in the original packaging.
- Send the package to the return address you received from our customer service.
- Please provide our customer service with the Track & Trace code.
Once your package has arrived and been inspected, we will refund the value of the returned products via the payment method you used for the purchase.
Unfortunately, products that meet any of the following criteria cannot be returned:
- Sealed products. If the seal is broken, these products cannot be returned.
- Products created according to the consumer's specifications (special orders).
- Products that are clearly of a personal nature.
- Products that by their nature cannot be returned.
- Products in the "Beauty", "Kids & Baby" and "Sports" categories cannot be returned due to COVID-19 hygiene measures.
Order cancellation
It is only possible to cancel your order within 30 minutes of placing the order. Our orders are no longer processed after 30 minutes, and cancellation is not possible after that.
To cancel your order, please contact us within 30 minutes of placing your order via info@bykylie.se .
Damaged products upon arrival
How sad! Unfortunately, it is possible that your product may be damaged during transport. If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, the right of withdrawal unfortunately expires.
To find the fastest solution, please send us an email with a photo showing the damaged part of the item. It is best to take pictures of a flat surface where the label and defect are clearly visible. We will use this information to help you with your order and to avoid errors in the future.
For damaged goods we always send a new delivery free of charge the first time and unfortunately cannot provide a refund. If it arrives incorrectly the second time, we will refund the full purchase price.
For questions about products that were damaged upon arrival, please contact us via info@bykylie.se .
Product faults or defects after use
How frustrating! Unfortunately, it can happen that a manufacturing defect occurs after a while. It must be a genuine defect. In other words, the part is broken and no longer meets the manufacturer's prescribed standard. Wear items are excluded from manufacturing defects or deficiencies. Wear items include, among others:
- Drive belts
- Batteries
- Brake pads and brake discs, brake drums
- Chains, light bulbs, spark plugs, tires and tubes
- Moving parts in the broadest sense
For questions about production errors or defects after use, please contact us via info@bykylie.se .
Delivery of faulty products
We do our best to process all orders correctly. Unfortunately, orders may slip through and we send you the wrong product. Of course, we will resolve the issue and send you the correct order free of charge.
For questions about delivery of faulty products, please contact us via info@bykylie.se .
Frequently asked questions about our return policy
If you are unsure, here are some frequently asked questions about our return policy:
How long is the return period? You can return a product within 14 days of receiving your order.
How long will it take to get my money back? A full refund will be issued to the original payment method once we have received, inspected and confirmed that the products have not been opened. All customers must contact us after returning the package and provide us with the Track & Trace details so that we can process the refund.
Please note: Most financial institutions take an average of 3-5 business days to process the refund.
Why can't beauty and health products be returned? Here is a list of hygiene items that cannot be returned and refunded (the list is not exhaustive): lingerie, bikinis, makeup, hair styling products, beauty products, etc. We take hygiene and public safety seriously and decline returns of beauty and health products to ensure the safety of our customers. We are not alone in this. Other beauty and health product suppliers also do not allow returns, for the same reason.
Generally speaking, products cannot be returned if any of the following conditions are met:
- The buyer has repaired and/or modified the delivered products themselves or had them repaired and/or modified by a third party.
- The delivered products have been exposed to abnormal conditions or otherwise handled negligently or in violation of the intermediary's instructions and/or treated on the packaging.
- The error is due in whole or in part to regulations that the government has issued or will issue with respect to the type or quality of the materials used.
- Hygiene products cannot be returned and refunded, at least not with the current COVID-19 measures.
Do I have to pay for my return? Yes, all customers are responsible for the return costs. We recommend that you send your return with a Track & Trace as we cannot be responsible for lost returns.
Can I return my product without contacting you? No, you must contact us before returning, as the return address may be different from the address from which your order originally came.
How can I contact you? You can reach us via email at info@bykylie.se . The By Kylie team works seven days a week. We always guarantee a response within 3-5 business days and are happy to help you!
My order is damaged, what should I do? To find the fastest solution, please attach a photo showing the poor quality or damaged part of the item. Best are photos of a flat surface where the label and defect are clearly visible. We will use this information to help you with your order and to avoid errors in the future.
If you have received a damaged or faulty product, please contact us within 14 days of receiving the product. After that, the right of withdrawal unfortunately expires.
Company name : By Kylie Stockholm
Email : info@bykylie.se
Customer service : Monday to Friday between 09:00 and 17:00.