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, credit note, or refund.

We accept returns of unworn, and undamaged items with original packaging, tags, and hygiene liners intact, within 10 days of receipt.

Please see our Size Guide when placing an order to prevent sizing mistakes, and to avoid the return parcel’s shipping charges & custom duties on your part.

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.

Once we have received your parcel, we will process your request and send you an email confirmation.

Please note:

  • Sale purchases are FINAL and cannot be returned or exchanged UNLESS the item is defective.
  • You will be subject to your return package’s delivery & customs costs to and from us UNLESS the item is defective (in which case we would cover the charges and replace the item for free).
  • If we do not have a replacement in stock, we will issue you a refund or credit note. Refunds can only be sent back to the original payment method used in a charge. It's not possible to send a refund to a different destination.
  • Special price products, and Giveaway items cannot be returned or exchanged.

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.