Frequently Asked Questions
Q: Can I return an item?
Yes. We are able to accept returns within 60 days of your original purchase date for an exchange or refund if the item(s) are unworn with original tags. All outlet sales are final and not eligible for return or exchange.
Q: How do I make a return?
1. Locate your Return Form (bottom half of your invoice) and note the items that you are returning. If you don’t have your Return Form, please include a printed copy of your email order confirmation.
2. Package your return item(s) with completed return form.
3. You may ship your items back using the carrier of your choice. We recommend using a service with tracking capabilities. Please obtain the tracking # for your records and make sure that your return is shipped to:
Attn: KUIU Returns Department
2029 East Monte Vista Ave.
Vacaville, CA 95688
Once we receive your return, we will process and issue a refund for the full purchase price (less the cost of shipping) to your original form of payment. Refunds are generally processed within 5 to 7 business days from the day we receive your package.
Q: Can I exchange my item?
Yes. If you need a new size or color, please give our customer service team a call at 1-800-648-9717. With our Quick Exchange process, we will place a new order for your exchange item(s) and waive the shipping fee on that order. You will be charged at the time your new order is placed and we will process your refund once we receive your return.
Q: What if I no longer have the invoice/return form?
If you do not have your Return Form, please include a printed copy of your email order confirmation. If not available, please include a note with your name and order number.
Q: What if I ordered on your global site?
To make international returns easy, we have partnered with eShopWorld. To begin your return, visit our global site and click on the link to be directed to our international returns portal. Once there, please follow the steps provided.
For any returns not managed by eShopWorld, please contact us at email@example.com.
Q: Do I need a Return Authorization Number?
You do not need a return authorization number (RA#).
Q: What if I don’t have my order number?
Please contact customer service at 1-800-648-9717 or at firstname.lastname@example.org so we can help look up your order number.
Q: When will my return be processed?
Refunds are generally processed within 5 to 7 business days from the day we receive your package.
Q: Can I return my Outlet item?
No. All KUIU Outlet purchases are final sale and are ineligible for refund or exchange.
Q: How do I return a defective item?
If you believe your item is defective, please email pictures of the defect and a brief description to email@example.com.
Q: Why did I receive a Gift Certificate for my Return?
Refunds are issued to the original form of payment used. If you paid for your purchase with a gift certificate, you will be refunded in the form of a gift certificate. If you paid for your purchase with a credit card and gift certificate, your refund will go back to the credit card first and the remaining amount will be issued in the form of a gift certificate.
Q: Can I return an item that was gifted to me?
Yes. If you received a gift that you would like to return or exchange, please contact customer service at 1-800-648-9717 or at firstname.lastname@example.org. We will need the original order # or the name of the person who gifted it to you, so we can find the order. We can issue you a gift certificate for the item or we can refund the original purchaser.
Q: What happens if the card used to purchase is now closed?
At this time, we are only able to issue a refund to the credit card used on the original order. This is the standard process for online refunds and your bank or financial institution will route the funds to you as soon as they process your credit. If your return has not been processed yet, we can also issue you a KUIU Gift Certificate if you prefer. Please specify this on your return form when mailing in your item or call customer service at 1-800-648-9717.
Q: Will I receive notification when my return is done?
Yes. You will receive an email once your return is complete.
Q: I requested an exchange, why was I refunded?
Our returns department does not process new orders for returned items. Per our Quick Exchange policy, if you need a different size or color, please give us a call at 1-800-648-9717. We will place a new order for you and cover the standard shipping cost.