kaio swim Store Policies
DO YOU SHIP INTERNATIONALLY?
We ship worldwide from Switzerland using SWISS POST services. This is registered shipping with tracking number. Delivery time depends on your location and the time it takes to complete the importation process in the country of destination. We have a flat rate of 20 CHF for international shipping (outside of EU countries listed below) and a free shipping within Switzerland.
WHAT IS THE SHIPPING POLICY FOR EUROPEAN COUNTRIES?
Shipping to some countries in European countries is free of charge, please see the list. VAT is also included. (List: Austria, Belgium, Czech Republic, Germany, Denmark, France, United Kingdom, Croatia, Hungary, Italy, Lithuania, Luxemburg, Netherlands, Poland, Romania, Sweden, Slovenia, Slovakia). This means there will be no further costs for our customers once they receive our products at the destination. We ship to European countries using DPD service with tracking number.
WHERE DO YOU SHIP YOUR PRODUCT FROM?
All the items ordered on the kaio swim website are shipped from our headquarter in Schaffhausen, Switzerland. This is why all standard shipping in Switzerland are free of charge.
HOW LONG IS THE DELIVERY TIME?
For an address in Switzerland, it takes 2-3 working days. For international shipping, it differs depending on the country of destination. We do not have control once the item leaves the headquarter. We also cannot predict the time it takes in importing process in each country.
HOW CAN I TRACK THE DELIVERY OF MY ORDER?
You will receive the confirmation of your order once it is completely processed via email. In that email, the tracking number is provided. The tracking is managed by SWISS POST service within Switzerland and local post service at destination country.
DO YOU SHIP TO A P.O. BOX?
No, we only ship to a private address.
HOW DO I MAKE A RETURN?
In order to request a refund, you need to create an account with SIS. Under your profile, go to Orders and click on Refund next to the item you would like to return or contact SIS customer service at [email protected].
We only accept returns within 14 days after the shipment date. kaio swim products can only be returned unworn, unwashed and in their original condition. All tags must be fully attached at the time of return. Refunds are made via bank transfer after you receive the confirmation from us via e-mail. If the returns are sent back without our confirmation, no refunds will be made and store credits will be given. Customers are responsible for any costs associated with the returns. We strongly recommend you to register the return shipping with tracking number. We are not responsible for any lost for the return shipment back to our office.
Cancellation / Return / Exchange Policy
CAN I MAKE AN EXCHANGE?
The size of kaio items are true to size, but we happily accept an exchange for a different size, should the swimsuit does not fit you. It works like return items. Make sure you try on the purchased items with underwear and hygiene sticker attached. We only accept exchange within 14 days after the shipment date. kaio products can only be exchanged unworn, unwashed and in their original condition. All tags must be fully attached at the time of exchange. Customers are responsible for any costs associated with the exchange. We strongly recommend you to register the return shipping with tracking number. We are not responsible for any lost for the return shipment back to our office.
As soon as you discover a faulty, a missing or a damaged item, please contact us by raising a support ticket under your profile or start a conversation in ChatBox, if supported by us, with the following information:
- The order number
- The faulty item's name and number
- A description of the issue
The SIS team is following every process to ensure customer satisfaction.