Return policy
Customer care
Return policy
We want you to love every piece. If something isn't right, we're here to make it easy.
Our return commitment
We stand behind the quality of every piece we make. If you are not completely satisfied with your order, you may return it within 14 days of receiving it, provided the item is in its original, unused condition.
To initiate a return, please contact us at support@kejama.com or via our contact page within the 14-day window.
Item condition: Unused, unworn, in original packaging
Return shipping cost: At the customer's expense
Refund method: Original payment method
Refund processing time: Within 14 business days of receiving return
Damaged items: Contact us within 14 days with photo evidence
What can be returned
To be eligible for a return and refund, items must meet the following conditions. Please review these carefully before initiating a return.
- Returned within 14 days of receipt
- Unused and unworn
- In original packaging
- All original accessories included
- No visible signs of wear or damage
- Returned after 14 days of receipt
- Items showing signs of wear or use
- Items damaged by the customer
- Items without original packaging
- Custom or personalised pieces
We reserve the right to refuse returns that do not meet these conditions. If you are unsure whether your item qualifies, please contact us before sending it back.
How to return your order
Returning an item is simple. Follow these three steps and we'll take care of the rest.
Return shipping
Return shipping costs are the responsibility of the customer. We recommend using a tracked and insured shipping service to ensure your return reaches us safely.
Kejama is not responsible for returns that are lost or damaged in transit. Proof of postage alone is not sufficient — please retain your tracking number until your refund has been confirmed.
If you received a damaged or incorrect item, we will cover the cost of return shipping. Please contact us at support@kejama.com before sending anything back so we can arrange this for you.
Something went wrong?
We carefully inspect every order before it leaves us, but if your item arrived damaged, defective, or if you received the wrong product, please contact us within 14 days of delivery at support@kejama.com with the following:
A description of the issue
Photos clearly showing the damage or incorrect item
We will arrange a replacement or full refund as quickly as possible, and cover return shipping costs where applicable.
How refunds work
Refunds are processed within 14 business days of us receiving and approving your return. The refund will be issued to the original payment method used at checkout.
Please note that your bank or card provider may take additional time to process and post the refund to your account. If you haven't received your refund after 14 business days from our confirmation email, please contact your bank first, and then reach out to us if the issue persists.
We do not offer store credit or exchanges at this time — all approved returns are refunded to the original payment method.
Need to start a return?
We're here to help
Contact our team and we'll guide you through the process. Monday to Friday, 9:00 am – 5:00 pm CET.
