Returns & Exchanges
Last Updated: October 2025
At Kay Lim, every piece is designed with care and precision. We want you to love your purchase—but if something isn’t quite right, we’ll do our best to make it right within the terms below.
1. Return Window
We have a 3-day return window, meaning you have up to three (3) days after receiving your order to request a return or exchange.
2. Eligibility
To qualify for a return or exchange:
- Your item must be in its original condition—unworn, unwashed, and unused.
- All tags, labels, and packaging must be intact.
- You must provide proof of purchase (receipt or order number).
- The replacement item requested must be available and in stock at the time of the exchange.
Items returned without prior authorization will not be accepted.
3. How to Initiate a Return
To start a return or exchange, please log into your account on our website (https://kaylimke.com/my-account/refund-request/) and on your dashboard, select the refund request and initiate the steps within 3 days of delivery.
Once your request is approved, we’ll provide the return address and instructions. Return shipping costs are the responsibility of the customer unless the item received was damaged or incorrect.
4. Damages and Issues
Please inspect your order immediately upon delivery. If an item is defective, damaged, or incorrect, email us within 48 hours of receiving it—with clear photos if possible—so we can evaluate and resolve the issue promptly.
5. Exceptions / Non-Returnable Items
We only accept returns or exchanges where there has been a mix-up, defect, or error in your order.
Unfortunately, we cannot accept returns on:
- Sale or discounted items
- Intimates, bodysuits, or custom/personalized garments
6. Exchanges
The fastest way to secure your preferred item is to return the one you have; once your return is accepted, place a new order for the replacement if it’s still available.
7. Refunds
We currently do not issue cash refunds.
Approved returns will be processed as store credit or exchanges, depending on stock availability and your preference.
8. Sale Items
All items marked Sale or purchased during promotions are final sale—no refunds, exchanges, or returns will be accepted.
9. Contact Us
Questions or return requests?
📧 info@kaylimke.com
📞 +254 780 960 101
🏠 Mountain View, Nairobi, Kenya
Website: https://kaylimke.com