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Return Policy

Conditions for Return

  • Items must be returned intact, unworn, and/or unused, odorless, and in full re-sellable condition, with all tags affixed and the original packaging included (including promotional gift items accompanying the order).
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside the original protective shipping box, along with all brand and product labels/tags/instructions/authenticity cards.
  • We don’t accept returns for underwear or earrings unless the product has been damaged during shipping and retains its original packaging.
  • Footwear with marked soles will not be considered unworn and will not be accepted.
  • Hosiery, lingerie, and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
  • Accessories must be returned in the same condition they arrived in, including all branded packaging and documents provided with them.
  • The Returns should always be accompanied by the original order confirmation.

Return Process

We are pleased to offer a return collection service to all customers for any purchases that meet our returns policy. We recommend that you book your return pick-up within 7 days of your delivery date to ensure that it is picked up and delivered to our showrooms within 15 days.

To Book a Return Pick-Up

  • Go to 'My Account/ Order History' on the website if you have an account.
  • Contact us on 600 KRISMA (600 574762) if you placed an order as a guest (applicable in UAE only).
  • Please note that we can only offer return pick-ups from the same destination your order was delivered to.

What Happens Next

  • Prepare your package with the documents enclosed in your order.
  • Place the item(s) with all the original packaging inside the KRISMA box and leave it open for the courier to check the contents.
  • Attach the return label (shipping waybill) and a signed return note to the outside of your KRISMA box and hand the courier the spare copies of both documents.

Cancelling an Order

Depending on where you live, you can also choose to cancel your order. If you choose this option, we will refund you the full price for any returned item that meets our return policy and the original delivery fee; however, you will be responsible for any charges imposed by banks and financial institutions.


Once your returns have been received and accepted, your refund will be completed via the original payment method, excluding the delivery costs and bank charges. If you are eligible, we may be able to issue your refund as KRISMA credit if you prefer; the amount will effortlessly apply at checkout the next time you shop with us.

Faulty Items

It is our aim that every item arrives in great condition, and we hope you are always delighted with your purchase. If you receive an item in a flawed or damaged condition, or if it does not quite match the description on site, please contact our customer service as soon as possible. We will arrange a return and process a full refund for the defective item. The item must be returned in the same condition you received it in within 15 days of receipt.

In case of damaged items, you will be entitled to a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes, and any duties. Replacement may be available.


Shoe returns will only be accepted if the shoes are in brand-new condition and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, or any type of damage and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.


We are not currently able to offer exchanges. Instead, all items should follow the return process, and a new order placed for the replacement items.

Manufacturing Defects

In addition to our 15-day returns policy, certain items may benefit from a manufacturer’s warranty. Please call us on 600 KRISMA (600 574762) if you believe your product has a manufacturing defect.