Return & Refund Policy

At Kivroco, we want you to feel confident shopping with us. If something doesn’t meet your expectations, we’re here to help you through the return or exchange process with as little stress as possible.

If you need to return an item, please make sure it’s in unused condition, with all original packaging, tags, and accessories intact. For hygiene and customization reasons, certain items—such as personalized or intimate products—may not be returnable. If you’re unsure whether your item qualifies, just reach out to us and we’ll be happy to clarify.

You can initiate a return within 30 days of receiving your order. After that period, we won’t be able to process refunds or exchanges.

Before sending anything back, please contact our customer service team to request a Return Authorization (RA) number. This step helps us track your return and ensure a smooth refund process. Packages sent without authorization may be delayed or declined.

Once your return arrives and passes inspection, we’ll notify you about the status. If approved, a refund will be issued to your original payment method. Depending on the situation, the final refund amount may reflect deductions for restocking fees, return shipping, or taxes, if applicable.

If you haven’t received your refund within the expected timeframe, we recommend double-checking your bank account or credit card statement. Sometimes, financial institutions may take a few days to finalize the refund. If you still need help, our team is always here to assist.

Discounted items are usually eligible for return, but the refund will be based on the amount you paid—not the original price.

If you’d prefer to exchange an item instead, whether for a different size, color, or version, just let us know. We’ll walk you through the steps. Keep in mind that exchanges are subject to product availability, and any price difference or additional shipping fees will be the customer’s responsibility.

To return a product, start by contacting us for an RA number and shipping instructions. Then pack the item securely—ideally using the original packaging—and include all related materials. Be sure the RA number is clearly visible on the outside of the package. We recommend using a shipping method with tracking to avoid any issues.

Some returns may involve a restocking fee, which covers the handling and inspection of the returned item. If this applies to your order, we’ll let you know up front during the return process.

Unless the return is due to our mistake—such as sending the wrong item or a damaged product—return shipping costs will be your responsibility and may be deducted from your refund.

If you have any questions or need personal support throughout the return or exchange process, don’t hesitate to reach out. Our team is here to ensure your experience is a positive one, from start to finish.

Contact Information
Company: Consulting 86 GmbH
Email: lookbook@kivroco.de
Address: Am Kaiserkai 60, 20457 Hamburg