We do offer refunds for our products if purchased at full price.

The products must be unworn, unused, unwashed, undamaged and in the same condition (new) we sent them with all tags and designer labels still attached.

All items must be returned within 14 days of receiving. (Your return must be delivered to us within this timeframe)

To ensure that, we suggest returning your order within 7 days of having received it, so it is back with us before expiry of the 14-day return window.

Returns that do not meet our policy will be sent back to you.

However, we offer our customers free returns to our boutique in Vienna.

Products, which are bought directly at our Store in Vienna, can be exchanged within 14 days from the date of purchase.

Furthermore, if the product was purchased at our store, we do give a credit note, but do not refund money, if the purchase was returned within the timeframe of 14 days. 

Should you receive a product that is faulty, incomplete, or different than the order placed online, please contact our Customer Care team immediately, providing a photo of the product and a description of the issue.

Sale items are not eligible for a refund. Sale items include any orders purchased at a discount including items bought with promo codes or coupon codes.

HOW TO SEND AN ITEM BACK:

- Write us an E-Mail at: office@whoiskaia.com with the Order Number and the exact item you wish either to be replaced or refunded

- The Name of the person purchased the goods as well as the date of purchase

- After we receive your e-mail we will come back to you as soon as possible with the instructions on how to send the item back (or replace for another).

Orders with a promotional code applied either given by our newsletter email, newsletter pop-up, or any of our promotional platforms are considered sale items - any orders using these codes will be valid for ONLY store-credit (no refunds). We will not issue a refund for any items that have a discount applied to the order.

Once the package has left our facility in Vienna, Austria (AT) - we are not responsible for any lost or stolen goods. If your package has been lost or stolen, we recommend opening a claim with the shipping company. There will be no refunds or replacements sent out until the investigation has been concluded.

All products shipped back must back unworn, unwashed, and in new condition - to expedite the return process please ship the item(s) back with the original packing slip invoice. All products shipped back must be in original packaging or shoe box - the package or shoe box must not be defaced in any way or a return will not be issued. 

Any returned items will be inspected by our returns department to see if it is qualified for a return - damaged or worn merchandise or products with labels removed will be sent back to customer. Please allow up to 7 days for our returns department to review and inspect the items that are sent back.

For any items approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment in 21 business days.