Exchanges & Returns

EXCHANGE/ RETURN POLICY

Email merch@kiesza.com to Start Process

VINYLS & CD'S POLICY

No Refunds - Only Replacements on Specified Damages

I put a lot of pride into my products and ensuring your experience with my official store is nothing short of remarkable. i wish I could hand deliver everything but that would be very difficult. I hope you don’t have issues with any of your Kiesza music products, but there may be times when you’ll receive something that damaged in the the mail or has a defect. Here are the most common types of damages and our general process for handling them.

Most common issues

Issues affecting sound quality or playback including:

  • Scratches or scuffs that cause your needle to skip
  • Excessive noise, whooshes, or pops
  • Significant warpage
  • Locked grooves that prevent the needle from advancing beyond a certain point

I prioritize these issues and will send replacements when necessary (and while stock is available).

Some of these things are normal and are not considered to be damaged. If you are ever unsure, please email us at merch@kiesza.com and my customer service staff will help determine what’s normal and what’s not.

Cosmetic issues including:

  • Seam splits (on the jackets or internal sleeves)
  • Dinged or bent corners
  • Miscellaneous print defects and other imperfections

While a bummer to get things with minor cosmetic damages, we generally do not replace for these types of issues (unless it is severe).

How we approach replacements
Most everything I produce is limited in quantity so, unfortunately, am unable to replace everything. That said, I do hold back some stock to send as replacements when warranted.

Generally speaking, we will replace things when the playback is impacted, or if cosmetic damage is severe (meaning, if something is crushed or damaged in multiple places).

How to request a replacement

If you receive something that is damaged and would like to request a replacement, please email merch@kiesza.com. 

APPAREL ITEM CONDITION

All Exchange or Return items must be unworn, unwashed, unused, and in original condition. Any signs of damage, usage, stretching, or odor will disqualify a request.

EXCHANGES

If you would like to exchange your item(s), please contact merch@kiesza.com to request an exchange and receive further instruction. Please DO NOT ship any items to our facility without first receiving approval from Customer Service. This will ensure you do not experience delays and we are tracking on your package. An exchange address will be provided to you by our Customer Service Team. It will also ensure we know exactly what item and size you want to exchange for.

RETURNS

Item(s) must have been purchased from Kiesza.store within 30 days of Refund request. 

If you would like to return your item(s), please contact merch@kiesza.com to request a return, along with further instruction. 

Please DO NOT ship any items to our facility without first receiving approval from Customer Service. This will ensure you do not experience delays and we are tracking on your package. An address will be provided to you by our Customer Service Team.

After our Support Team has confirmed your return request, you will be provided with TWO options:

*YOU MUST SELECT AN OPTION BEFORE A RETURN CAN BE PROCESSED

     1.   Returning for a REFUND (*FEE APPLIES)

A refund for the item(s) will be returned to the card used at the time of your online purchase, minus original shipping charge(s). Once a refund is processed, it may take additional 1-3 business days for the transaction to post to your account, depending upon your card issuing bank.

  • *RETURN FEE: Cost of return postage (we will email you a printable return label after completing a return shipping transaction at a link that will be provided by our Support Team).

     2.   Returning for a STORE CREDIT

Cost of item(s) will be applied to an online gift card and emailed directly to you. Original shipping charge(s) will not be included.

  • *RETURN FEE: FREE (we will email you a printable return label).

Once we receive your item(s), our team of professionals will perform an inspection to ensure that the returned item(s) meet our ITEM CONDITION policy (see above) before any one of the two return options above are processed.

*Please note that CLEARANCE item(s) will not qualify for Exchange or Return, and are considered FINAL SALE at the time of purchase.

INTERNATIONAL RETURNS

If you are one of our international customers, please reach out to merch@kiesza.com for further assistance. We will help you process the return request, but will require our international customers to be responsible for shipping the items to our facility to begin the Return process.