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Frequently Asked Questions

I get an error message when I enter my shipping and billing addresses. How do I sort this out?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos.

My order won't go through. What should I do?

If you enter an address in a country that we currently do not ship to, your order cannot be processed. If you continue to receive error messages, please contact a customer care representative via live chat or email care@kisua.com.

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately at care@kisua.com quoting your order number and product code.

I just placed my order. Can I add another item to it?

Unfortunately we cannot add items to an existing order. Kindly place a new order for the additional items.

I'm unsure about a size / I have a fit question. Where do I find this information?

Please see our style and size guide on product pages. For specific questions email care@kisua.com or consult a KISUA care representative on live chat.

I want a product that is out of stock in my size. What can I do?

Popular items can sell out quickly! Leave us an email at care@kisua.com to register your choice and we'll get back to you.

Can I return or exchange items that were purchased on sale?

All final sale items cannot be returned or exchanged. For our full Return & Exchange Policy, please see our returns and cancellations tab.

How long does it take to process my return?

Once we have received your package, your refund will be processed within 7 days. You will be notified via email.

When will my order ship?

Most orders ship within 2 business days of purchase. Orders are not shipped on weekends or US/UK holidays.

Will I have to pay international taxes & duties?

Your order may be subject to import duties and taxes. KISUA is not responsible for any duties or taxes applied to your package. If you refuse a shipment, you are responsible for the original shipping charges, import fees, and return costs, which will be deducted from your refund.