Returns & Exchanges

Thank you for choosing KHOI. We want every piece you receive to arrive as intended and feel right in your KOLLECTION. If something isn’t quite right, please review our return and exchange policy below.

Return & Exchange Eligibility

Returns and exchanges are accepted when all of the following requirements are met:

• The order was shipped to an address within the United States or Canada. At this time, we are unable to accept returns from other international destinations.

• Items must be unworn, undamaged, and in their original condition, with all original packaging included.

• Your return or exchange request must be initiated within 14 days of delivery.

• Approved returns must be shipped using the prepaid KHOI return label and postmarked to the correct carrier within 14 days of the original delivery date.

• Items that arrive damaged or defective must be reported within the 14-day return period.

• The item must not be marked Final Sale or As-Is.

Final Sale Items

The following items are Final Sale and cannot be returned or exchanged:

• Semi-Annual Sale items

• Sample Sale items

• Packaging

• Sunglasses

• Handbags

• Items specifically marked Final Sale or As-Is

No exceptions will be made for Final Sale items. If a Final Sale item arrives damaged, defective, or in less-than-perfect condition, please contact our Concierge team directly at help@shopkhoi.com for assistance.

Please note that KHOI is not responsible for damage to product packaging that occurs during transit. Damaged packaging alone does not qualify an item for replacement.

Start Your Return

To begin a return or exchange, please visit our return portal linked below.

START A RETURN

If your return is denied during inspection, you will receive an email explaining the reason for the denial along with photographic documentation.

U.S. Returns

Approved returns are processed within 7 business days of receipt. You can check the status of your return at any time through the confirmation page linked in your return confirmation email.

• A $7 return shipping fee will be deducted from your store credit when using our prepaid return label.

• Original shipping charges are non-refundable and are not eligible for store credit.

• Store credit is the only form of refund issued.

Canada Returns

Approved returns are processed within 7 business days of receipt.

• Returns are subject to a $10 return shipping fee, deducted from the issued store credit.

• Exchanges are subject to a $20 shipping fee to cover the return and reshipment costs.

If the error was ours, such as receiving an incorrect item or an item that arrived damaged or defective, the applicable return shipping fee will be waived for both U.S. and Canadian orders.

Third-Party Payment Platforms

Orders placed using third-party installment payment services, including Afterpay and Klarna, are eligible for store credit only when returned.

Instant Exchanges

Instant Exchange allows you to secure an eligible, in-stock replacement before your original item reaches us.

• Instant Exchange is available for in-stock items only.

• A $1 authorization hold will be placed on your card to secure the replacement item and release it to our shipping queue.

• Your original item must be received by the shipping carrier within 14 days.

• If the return is not received by the carrier within that timeframe, your card will be charged the full price of the exchange item.

• The authorization hold will be removed once your return is received.

• Any remaining store credit from the exchange will be issued once your return has been completed and processed.

If the item you would like is out of stock in our return portal, an exchange cannot be completed. You may instead return your item for store credit or select another available item.

Important Return Shipping Information

All returns must be shipped using the prepaid return label provided through our return portal. Returns sent using another shipping method are not eligible for shipping reimbursement.

KHOI is not responsible for packages that are lost or stolen when shipped without our provided prepaid label.

Need Help?

Have questions? Visit our FAQ page or contact our Customer Experience team at help@shopkhoi.com. We’re happy to assist!