Refund policy

We want you to be happy with your KIRA shoes. If something is not right, here is how returns and exchanges work. For how we ship and deliver orders, see our Shipping Policy.

Your statutory right to cancel (EU and UK)

If you are a consumer in the EU or the UK, you have the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. To cancel, contact us at sales@kirashoes.com within that period. You then have a further 14 days to send the shoes back.

You are welcome to try the shoes on as you would in a shop. If the shoes show wear beyond that, we may reduce your refund to reflect the loss in value.

We will refund the full price of the shoes plus standard delivery (where paid by the customer) within 14 days of receiving them back, or from the date you show us they have been sent, whichever is sooner. Return postage for a change of mind is paid by you.

This right does not apply to shoes we have made or personalised to your specification.

Our 30-day return policy

On top of your statutory rights, we offer a voluntary 30-day return window. You have 30 days after receiving your item to request a return.

To qualify for this voluntary return, the shoes must be unworn, in the same condition you received them, with tags attached and in their original packaging, including the shoe box. You will also need your receipt or proof of purchase. Return postage under this policy is paid by you.

How to start a return

Email us at sales@kirashoes.com to request a return. We will send you instructions on how and where to send your package.

Returns within Estonia. Domestic returns and exchanges are handled through our parcel terminal partners, such as Omniva and DPD. Once your return is approved, we will send you a return PIN by email or SMS to use at the terminal.

International returns. For returns from outside Estonia, we will send instructions on where and how to send your package.

For faulty, damaged, or wrong items, we cover return postage and will provide a prepaid label or PIN. For all other returns, including change of mind, you cover the cost of return postage.

Please do not send items back before requesting a return. We cannot accept packages sent without prior arrangement.

Returns should be sent to: Lutsu tn 5, Tartu, 51006, Estonia.

Condition of returned items

So that we can accept your return, please send the shoes back unworn and in resaleable condition, with all original packaging, the shoe box, and any inserts. We understand you may need to try shoes on, and trying them on indoors is fine. If items come back showing wear, damage, or use beyond normal trying-on, we may reduce your refund to reflect the loss in value. This does not affect your rights if the goods are faulty.

Faulty, damaged, or wrong items

All our shoes pass through quality control before dispatch. Even so, please check your order as soon as it arrives and contact us straight away if anything is wrong. We cover return postage in these cases.

Wrong item received. Email sales@kirashoes.com with photos of the item you received and the box label, and we will arrange a free exchange or a refund.

Faulty item received. Email sales@kirashoes.com with photos of the fault. Where a repair is possible and you are happy with that, we will offer one. Otherwise you are entitled to a replacement of the same model and size, subject to stock, or a refund. If you are a consumer, the choice of remedy is yours within the limits the law allows.

Your legal rights for faulty goods last well beyond the first few months. Under EU and UK consumer law you can seek a remedy for goods that were not of satisfactory quality or not as described for at least two years, and in the UK potentially longer. Normal wear and tear over time is not a fault.

Exchanges

Need a different size or colour? Email us at sales@kirashoes.com within 30 days of receiving your order and, if we have the item in stock, we will arrange a direct exchange. Once we receive the original shoes back in resaleable condition, we will send the replacement out.

We do not charge you to ship the exchange replacement, though you cover the cost of returning the original to us..

Non-returnable items

Unfortunately sales items and gift cards cannot be returned or refunded.

Your statutory rights for faulty goods are not affected by these exclusions.

Refunds

Once we receive your return, we inspect it, which usually takes 3 to 7 business days. We will then let you know whether your refund is approved and send you a confirmation.

Approved refunds go back to your original payment method for the price of the items. For statutory cancellations this is within 14 days. For voluntary 30-day returns we aim to refund within 10 business days of approving it.

Taxes and duties. For EU orders, any sales tax is included in your refund. Import taxes and customs duties on non-EU orders are charged by your local authority, not by us, so we cannot refund them, but you may be able to reclaim them directly from your local customs authority.

Your bank or card provider may need a few more days to post the refund. If more than 15 business days have passed since we approved your refund and you have not received it, contact us at sales@kirashoes.com.