Exchange Policy

We hope you're over the moon with your beautiful purchase! But if for some reason you are not satisfied with your order or require a size exchange, we will happily assist you with a return, exchange, or refund.

Please notify us of your intention to return or exchange within 10 days of receiving your order. All requests will be reviewed based on our terms and conditions. If your request aligns with these terms, we'll promptly process it.

To avoid sizing errors, consult our  Size Guide when placing an order and prevent additional charges for return parcel shipping and customs duties.

In the rare event that you receive an imperfect item, we will replace your purchase completely free of charge, inclusive of postage and handling.

As we are a Bali-based brand, all returns and exchanges should be delivered to our address in Bali, Indonesia. 

HOW TO MAKE A RETURN OR EXCHANGE

  1. Please contact customercare@thaikila.com with your order number.
  2. Share your desired size exchange or reasons for return (including photos in the case of a quality defect).
  3. We will then provide you with an Authorization of Exchange, Return, or Refund.
  4. Once we have received your parcel, we will process your request and send you an email confirmation.

PLEASE NOTE:

  1. All items purchased during the sale or promotion and giveaway items are final, cannot be exchanged, or returned.
  2. You're responsible for delivery and customs costs unless the item is defective, in which case we cover charges and provide a free replacement.
  3. If a replacement is unavailable, we'll issue a refund or credit note. Refunds go to the original payment method used, and cash refunds or transfers to different destinations are not possible.

Your shopping experience is important to us! 

We are committed to exceptional customer service and satisfaction; if you require additional assistance, please contact us via email at customercare@thaikila.com.