Change of Mind? No Stress!

It happens. If you’ve changed your mind, you’ve got 30 days from receiving your order to return any eligible product. To qualify for a change of mind return, product(s) must be unopened, unused and with all original packaging. Once your return is received and approved, we’ll issue you a refund for the value of your item(s), minus any shipping or handling fees. But before you send anything back, please fill out our Returns Form and our Customer Care team will be in touch to guide you through the process.

Start your return here.

Uh-oh Skin Drama?

We take skin concerns very seriously, so if your skin’s not loving something - we’re here to help. If you think you’ve had a reaction to one of our products, please pause use immediately and complete our [Adverse Reaction Form]. Once we receive your form our Customer Care team will be in touch via email with next steps. 

*Please note, to be eligible for a refund, the product must be at least 80% full when returned.

Complete the Adverse Reaction Form here.

Can I make changes to my order after it's placed?

We’re happy to help with changes to your order as long as your order hasn’t been packed or assigned a tracking number. Once a tracking number has been generated, your order is already on its way and we’re unable to make any changes on our end. If you need to update your address at this stage, you may still be able to make changes directly through the courier using your tracking link.

Return Cost

Return postage is at the customer’s expense (unless your item is confirmed as faulty or incorrect). Please use a tracked service and keep your tracking number handy - Kaladé is not responsible for parcels lost in transit.

Processing Time For Returns   

Once your return has been received at our warehouse, please allow up to 5 business days for your return to be processed. You will be notified via email once your return has been processed. If you have opted to exchange your items, a link to complete your order will be emailed to you. You will be required to pay any outstanding balance prior to your exchange being sent.

Refund of Duties & Taxes for International Orders

Just a heads up — any duties, customs, or taxes paid on your original order won’t be refunded by Kaladé if you return your item. You may be able to claim a refund through your country’s customs office. We recommend checking with them directly for next steps.

Faulty/Damaged Item

If something’s arrived damaged, faulty, or not quite right, we’re on it. Please email our Customer Care team with your order number, a description of the issue and a photo/video of the product. We’ll review it ASAP and make it right. If the product is confirmed as faulty or incorrect, we’ll cover the return postage and send out a replacement.

OOPS Wrong Product

Oops! If you received something you didn’t order, we’re so sorry. Please email our Customer Care team within 3 days of receiving your parcel with your order number and a photo of the incorrect item(s). Make sure not to open or dispose of the product until we’ve sorted everything out on our end.