Customer Care

Great news: if you've purchased some full-priced pieces (excluding those marked as final sale!) with our BF20 or HOLIDAY discount code, you're in for an extra sweet holiday treat!

Your Kulani goodies are eligible for a return for store credit or an exchange only.

Items marked as final sale are not eligible for a return or exchange

🔔 Please note! 🔔
- Our BF20 and HOLIDAY codes cannot be combined with any other discount code at checkout!
- If you placed an order before our Black Friday or Boxing Day sale started, we are not able to adjust or add the discount code to your order!
- If you got too excited checking out and forgot to add the BF20 or HOLIDAY code at the checkout after the sale started, we are also sadly unable to add the code for you after your order is placed!

Start a Return: To start a return, click here.

Return Policy: Items purchased from this website at full price or with a discount of 15% or less, that are not marked as final sale, and that are in new and unworn condition with the tags and hygienic liners attached can be returned within 30 days of purchase for a refund to your original payment method or a store credit. For sanitary reasons, please try on all swimwear over underwear. 

Final Sale: Items marked as final sale are not eligible for return unless your item is damaged upon receiving it or it is not the correct product you ordered. If your final sale item is faulty or if you have received the incorrect item please contact our customer team for assistance and to organize a replacement of the item, if possible. 

Return Cost: Our returns process is not free. A $10 Euro return shipping fee will be deducted from your refund if you choose to return for a refund to your original payment method. The cost of shipping on your order is non-refundable.

Refund Processing: Once we receive and approve your returned items, your refund will be processed back to your original payment method within 10-14 business days. Once you receive your refund notification, please allow an additional 5-10 business days for your bank to post the refund to your account.

For information on refunds processed to Giropay, click here

For information on refunds processed to Sofort, click here

For information on refunds processed to Klarna, click here

For information on refunds processed to Clearpay, click here

Split Payment Refunds: If a purchase is completed using a gift card and another method of payment, when a refund is processed, the refund is applied to the gift card first, until it reaches the full amount available for refund. Then rest of the refund is applied to the other payment methods.

Return From A Different Country in Europe: For return information for other countries in Europe or the Canary Islands, please see the section titled “Return From All Other Countries”

Start an Exchange: To start an exchange, click here.

Exchange Policy: Items purchased from this website at full price or with a discount of 15% or less, that are not marked as final sale, and that are in new and unworn condition with the tags and hygienic liners attached can be exchanged within 30 days of purchase. For sanitary reasons, please try on all swimwear over underwear.

Final Sale: Items marked as final sale are not eligible for return unless your item is damaged upon receiving it or it is not the correct product you ordered. If your final sale item is faulty or if you have received the incorrect item please contact our customer team for assistance and to organize a replacement of the item, if possible. 

Exchange Costs: Our exchange process is not free. A $5 Euro return shipping fee will be charged when setting up your exchange.

Exchange Item Availability: When you set up your exchange through our portal, the pieces you select to exchange for are not held for you. A successful exchange is based on item availability at the time when your return package is in transit back to us and we are preparing to send your new pieces. If the piece(s) you have requested to exchange for are out of stock, you will be automatically emailed a store credit for the item(s). 

Exchange on Exchange: If you’ve exchanged an item and your exchange piece also does not fit, we can offer you a refund in store credit or a refund back to your original payment method. We are not able to offer a second exchange.

Exchanging From A Different Country In Europe: At this time, we do not offer exchanges from any countries in Europe other than those listed above. 

Start a Return: To start a return, click here.

Return Policy: Items purchased from this website at full price or with a discount of 15% or less, that are not marked as final sale, and that are in new and unworn condition with the tags and hygienic liners attached can be returned within 30 days of purchase for a refund to your original payment method or a store credit. For sanitary reasons, please try on all swimwear over underwear. 

Final Sale: Items marked as final sale are not eligible for return unless your item is damaged upon receiving it or it is not the correct product you ordered. If your final sale item is faulty or if you have received the incorrect item please contact our customer team for assistance and to organize a replacement of the item, if possible. 

Return Process & Cost: Return shipping labels are not provided by Kulani Kinis. Once you set up your retur,n through our portal, you will be provided with our warehouse address in Sydney Australia where you can ship your pieces back to. You may mail your pieces back through the shipping carrier of your choice and are responsible for the cost of shipping. We highly suggest sending your pieces back using a trackable shipping method. 

The cost of shipping on your original order is non-refundable.

Refund Processing: Once we receive and approve your returned items, your refund will be processed back to your original payment method within 10-14 business days. Once you receive your refund notification, please allow an additional 5-10 business days for your bank to post the refund to your account.

For information on refunds processed to Giropay, click here

For information on refunds processed to Sofort, click here

For information on refunds processed to Klarna, click here

For information on refunds processed to Clearpay, click here

Split Payment Refunds: If a purchase is completed using a gift card and another method of payment, when a refund is processed, the refund is applied to the gift card first, until it reaches the full amount available for refund. Then rest of the refund is applied to the other payment methods.

At this time, we do not offer exchanges for customers shopping from European countries other than Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain (Except Canary Islands), Sweden, and Slovakia.

For information on sending your pieces back for a refund or store credit instead, please see the section titled “Return From All Other Countries.”

We know exchanging your pieces is not a vibe when you want your kinis NOW! 😋So we are pleased to share we now offer INSTANT exchanges! ⚡️

Please note! ✏️👇🏾

- This is only for customers in Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain (Except Canary Islands), Sweden, and Slovakia (for now)! 
- New orders will be processed and shipped straight away via DHL Express - this means no more waiting for your return package to be in transit back to us before your new pieces ship!! 🥳
- There will be a little €1 hold on your credit card (you’ll get this back!) in addition to the €5 exchange fee to secure your instant exchange! 🫶🏼
- We know life is busy and we are also super patient, so you’ll have 14 days to return your package to us! 💕If it isn’t in transit back to us within 14 days, your card will be charged for the full amount of your new pieces - so be sure to get your pieces mailed back in under 14 days! 💌
- You don’t have to do an Instant Exchange if it’s not your thing or you aren’t comfy with having a €1 hold on your credit card! You can still choose to have your new pieces shipped once your return pieces are in transit back to us (the old fashioned way)! 😊

Found the perfect Kulani gift for someone special? 👙🎁 You can create a gift receipt for them here: https://kulanikiniseu.loop.gift/#/gift-receipt

Please note! ✏️👇🏾 

- Gift receipts can be printed, emailed, or you can share a link to the gift receipt in whatever method you prefer! 
- The gift receipt has a QR code that your special someone can scan to start their return/exchange request!
- The receiver of your special gift can set up a return for exchange or store credit within 30 days of purchase for any eligible items! PSA: Items marked as final sale are not eligible for return or exchange! 💕 If you used a discount code on the original order and that code has return or exchange restrictions, those restrictions will apply to the gift return/exchange as well!

Please make sure to check out our full return policy!

Received the perfect Kulani gift but want to exchange for something even MORE perfect? 👙🎁 You can request a gift return or exchange here: https://kulanikiniseu.loopreturns.com/#/gift

Please note ✏️👉🏽 

- You can set up a return for exchange or store credit within 30 days of purchase for any eligible items! 
- PSA: Items marked as final sale are not eligible for return or exchange! 💕 
- If your special gift-giver used a discount code on the original order and that code has return or exchange restrictions, those restrictions will apply to the gift return/exchange as well! 

Please make sure to check out our full return policy! 

Returns from multiple orders or multiple return/exchange requests can not be sent back in one return package! 

If you received a return label to use when setting up your return, please only use that label to send back the pieces you selected to return/exchange from the order the label corresponds to. If you add pieces from other orders, other return requests, or pieces you did not select when setting up your return on our portal, refunds or exchanges can not be processed for those items. 

Bundling isn't allowed as our base uses a scanning system based on the barcode of the return label that is attached to the package. The label confirms the information we use to process your exchange quickly and correctly. Adding pieces to a return parcel that do not match the information shown on the barcode of the return label can not be account for and so returns and exchanged for those items can not be processed. 

Additionally, your return label is calculated based on the weight of the items you are sending back. Adding additional items to your return parcel may result in the package being returned to you before it ever reaches us. 

We want you to receive your refunds and exchanges, so please follow the policy of not bundling!

All purchases made through a retail store can only be returned or exchanged directly with the place of original purchase and in accordance with the store’s return policies as they have access to your order and payment information. Only purchases made on www.kulanikiniseu.com can be returned on this website.

While we hope this never happens, if you do receive an incorrect or damaged item or immediately find a manufacturing fault, please contact us at info@kulanikinis.com and we will help resolve your issue. Please include your name, order number, and a photo of the issue in your email. If your issue qualifies for a replacement, our policy is that your item will be replaced by the exact same item, if in stock.