Refund policy

Returns

We hope you are delighted with your order. However, if you change your mind, returning an item couldn’t be easier. If, for any reason, you are not satisfied with your purchase, please email us at hello@kklue.com with your order number and the reason for the return. We will be happy to offer you an exchange or return within 10 days from receiving your order, according to the delivery date shown on the tracking record, if applicable. This includes items purchased in a sale or with a promotion code. Please note that this policy applies only to purchases made through the official KKLUE online sales platform.

To be eligible for a return or exchange, all items must be returned in a new, unworn and unused condition, and in their original, undamaged packaging. We require a receipt, order confirmation, or proof of purchase to complete your return. We accept returns on earrings, but we ask that you do not try them on before sending them back. Each earring is thoroughly cleaned to the highest standard once received. If you are returning earrings for a refund, exchange, or repair, you must send back both pieces to ensure timely processing.

Personalized, engraved, or custom pieces are not eligible for a return or exchange. We also do not accept returns or exchanges if the item is returned outside the specified return timeframe, or if the item is not returned in its original condition, including items that have been worn, damaged, altered, or returned without the original packaging.

Refunds （if applicable）

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your return is approved, we will process your refund within 5 -7 days of receipt. The refund will be credited to the original payment method used for the purchase, minus any applicable return fees, shipping costs, and non-refundable delivery charges.

Please note that your credit card company or payment provider may take an additional 4–7 working days to credit the amount to your account. We can only issue refunds to the original purchaser’s payment method and are unable to refund to any alternative account or payment method.

Late or missing refunds （if applicable）

If you haven’t received your refund yet, please first check your bank account again. Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at hello@kklue.com.

Sale items （if applicable）

Items purchased during a sale or with a promotion code are eligible for return or exchange within 10 days from receiving your order, provided that they meet our return conditions. Personalized, engraved, or custom pieces remain final sale and are not eligible for return or exchange.

Exchanges （if applicable）

Your exchange will be placed on hold until your returned item has arrived with us and passed inspection. Please ensure your return is sent within 7 days of receiving our return instructions by email. After this time, your exchange order may be cancelled and the reserved stock may be released. Once the returned item has been received and inspected, we will process your exchange accordingly.

Return／Exchange Fee

Return Fee: Hong Kong orders are subject to a HK$ 50 restocking fee, deducted from the final refund. International orders are subject to a HK$ 300 restocking fee, deducted from the final refund.

Exchange Fee: Hong Kong orders are subject to a HK$ 70 exchange fee, payable to cover shipping costs. International orders are subject to a HK$ 500 exchange fee, payable to cover shipping costs.

How to return the item

To initiate a return for an online purchase, please contact us at hello@kklue.com. We will provide you with return instructions and, where applicable, a return slip. You may choose to arrange a drop-off or pick-up service through our return arrangement, drop off the return item at our KKLUE Boutique in Harbour City, Hong Kong, or use your own courier to send the item back to us. Please note that KKLUE does not cover return shipping costs unless otherwise stated. If you use your own courier, we recommend using a trackable shipping service, as KKLUE will not be responsible for any lost or damaged return shipments arranged by the customer.

Returning in Store

Products purchased through the official KKLUE online store may be dropped off at our KKLUE Boutique in Harbour City, Hong Kong. Our boutique staff will assist with receiving the returned item and arranging shipment back to our back office. Your refund will then be processed online after the item has been received and inspected by our team. Please note that in-store drop-off does not mean the refund will be processed immediately at the boutique.

If you purchased your item from one of our concession partners or third-party retailers, such as Angle, please contact the original place of purchase directly for any return, exchange, or refund request.

If you have any questions, please contact hello@kklue.com.

Online Store Purchases Only

Please note that this Refund Policy applies only to purchases made through the official KKLUE online store.

For purchases made at KKLUE physical boutiques or offline sales channels, all sales are final once the transaction is completed. Returns or exchanges will not be accepted unless the item is confirmed by KKLUE to have a recognised quality issue. Any request related to a potential quality issue must be reviewed and approved by KKLUE before any further arrangement can be made.

If an exchange or adjustment is approved for an offline purchase, it will be handled in the form of store credit only. The store credit can be used towards a future purchase at KKLUE physical boutiques and cannot be refunded, exchanged for cash, or transferred to any other account or payment method.

KKLUE reserves the final right to interpret, amend, or update this Refund Policy at any time without prior notice. In case of any dispute, KKLUE’s decision shall be final.