Return Policy

Kutowa Designs offers local and international shipping for all our order placed online. Standard delivery time for local and international orders is 7 to 14 days and for custom orders 14 to 21 days.
For custom made or tailored item, please note that shipping might take a bit longer than the standard 7 days delivery.
Standard vs Express delivery time
Tracking

Our policy lasts 7/10 days. If 7/10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Several types of goods are exempt from being returned, non-returnable items:

  • Accessories such as earrings or any other accessory with piercing,
  • For hygiene reason swimwear and underwear or bodysuits or garments with bodysuits can not be returned
  • Sale items
  • Customized items or items that have been altered on client request, and/or through the semi custom ordering system
  • Shipping costs will not be refunded on returns for reimbursements and exchanges.

There are certain situations where full or partial refunds will be granted:

  • Any item in its original condition that is damaged or missing parts for reasons due to our technical error,
  • Any item that is returned more than 7/14 days after delivery, with prior approval and agreement with Kutowa management.
Refunds (if applicable)

For a request for a refund, send a email to Kutowa management, at [email protected] or [email protected] , for approval before returning the item. We will also notify you of the approval or rejection of your refund, prior to you returning the item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Clients have the option of receiving a store credit/credit card refund, to be used at a later time.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account, then contact your credit card company; it may take some time before your refund is officially posted.
There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items

Only regular priced items may be refunded on approval from/by the Kutowa management office, unfortunately sale items cannot be returned or refunded.

Return or Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email [email protected] and send your item to: 5463 Kariba Road, Kalundu, Lusaka, 09, 10101, Zambia or via postal.

How to exchange and/or Return

  • Send an email to [email protected] with “Exchangeand/or Return in the subject line
  • Provide us with your order number, products or items to be returned or exchanged and the reason for the exchange or return
  • An email will be sent to you informing if your return has been approved or denied
  • Return goods as instructed by Kutowa management
  • Upon receipt, Kutowa will process your request with in 7/10 working days
Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to himself or herself to give to you later, store credit will be issued to the purchaser.

Shipping

To return your product, you should send your item to: 5463 Kariba Road, Kalundu, Lusaka, 09, 10101, Zambia or via postal P.O. Box 37090, Lusaka, 10101. You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, if not provided for during the return and exchange process.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, you should consider using a tracking shipping service or purchasing shipping insurance. We will not be held responsible if your returned item is not received.