Returns and Refunds
General terms
You can request a return of your order within 14 days from receipt of the products, as provided by European law on the right of withdrawal.
The right of return is considered correctly exercised if the following conditions are met:
- The products must not have been used or damaged.
- They must be returned in their original packaging, complete with box and packaging.
- The products must be in a condition that allows them to be resold.
Once we receive the product and verify that the conditions above are met, we will process the return.
Personalised or made-to-order items
Items personalised or made to order at the customer's request are not subject to the right of withdrawal.
This category includes, for example, products in which modifications have been requested compared to the standard model, such as:
- choice of specific leathers or colours
- changes to the embroidery
- variations in heel height
- special workmanship or other personalisations
As provided by article 59 of the Italian Consumer Code, no refund can be requested for these products after delivery.
Products purchased with a discount code
Items purchased using a discount code follow the same standard return policy, provided they meet the general conditions above.
Outlet section products
Items in the Outlet section are sold at a reduced price as last available pieces.
For these products no refund is provided on the original payment method.
In case of return, the amount will be credited as a Kali Shoes gift card, usable for a new purchase on our website.
This choice allows us to reduce waste and maintain a more sustainable production.
Size exchanges
If you wish to make a size exchange, you can request it within 14 days from receipt of the product.
Once the return is received and the product's eligibility is verified:
- we will ship the new size
- the cost of the return label will be refunded as a Kali Shoes gift card
Manufacturing defects
All Kali Shoes products are handcrafted in Italy.
If the customer believes the product has a manufacturing defect, our team will verify the case and propose the most appropriate solution, which may consist of:
- repair of the product
- replacement of the product
- refund (if the previous solutions are not possible)
🌍 Returns from non-EU countries (United Kingdom, Switzerland, USA)
Customers residing in the United Kingdom, Switzerland, United States and other non-EU countries may request a return within 14 days from receipt, under the same general conditions above.
Shipping costs
- Return shipping costs are always the customer's responsibility and vary by country.
- Any customs charges for the return of the parcel to Italy (re-import duties, customs handling) will be deducted from the refund.
Customs duties and import VAT already paid
- Customs duties and import VAT already paid to the courier or the customs authority of your country at the time of delivery are not refundable by Kali Shoes.
- To request a refund, you will need to contact the customs authority or courier in your country directly (for UK: HMRC; for Switzerland: Federal Customs Administration).
Parcel refused or not collected
- If you refuse the parcel from the courier or do not pay the duties required for delivery, the parcel returns to Italy.
- In this case, the following will be deducted from the refund: outbound shipping costs, return shipping costs, any customs charges billed to Kali Shoes.
- Any local duties already paid remain non-refundable by Kali Shoes.
How to make a return
To request a return:
- Send an email to info@kalishoes.it indicating the order number.
- You will receive instructions and the return form to fill in.
- You can ship the parcel to our address:
Kali Shoes
Via Giovanni Porzio 4
Isola G1
80143 Naples – Italy
Or you can purchase a return label through our system.
Return shipping costs are the customer's responsibility, unless otherwise agreed.
Refund methods
Electronic payments
The refund is processed through credit back to the same payment method used for the purchase (credit card, PayPal or other payment system).
Gift Card
If you choose to receive a Kali Shoes gift card, no charges will be applied for the return label and the entire amount will be credited as credit usable on the website.
Cash on delivery
For orders paid by cash on delivery, the refund will be made via bank transfer.
The cash-on-delivery fee (€5) is not refundable.
Refund times
Once the product is received and verified to meet the return conditions, the refund will be processed.
Crediting times may vary from 1 to 10 working days, depending on the customer's bank.