Refund policy

At Kalsten, we want to offer you an outstanding shopping experience. If you are not satisfied with your purchase, you have a 14-day right of return from the day you receive your order.

How to start a return

  • Register your return within 14 days of delivery by contacting our customer service by email.
  • Please have your order number and the item details ready.
  • After registration, you will receive a return label for a local drop-off point near you, along with detailed shipping instructions.

Return costs

  • Standard: For returns using our label, we charge a flat fee of $9.99 USD. This amount is deducted from your refund – no upfront payment required.
  • Exception: For damaged, defective, or incorrectly delivered items, we cover all return and replacement shipping costs.
  • There are no restocking fees.

Condition of the items

  • Items must be returned unused, complete, and in their original packaging.
  • Please include all supplied accessories, manuals, and any free gifts.

Refunds

  • Once your return has arrived and been inspected, we will refund the purchase price (minus the $9.99 USD return fee, where applicable) within 5 business days to your original payment method.
  • You will receive a confirmation email as soon as the refund has been initiated.

Exchanges

If you would like to exchange an item for a different size or color, please contact our customer service and mention "exchange". The new item will be shipped as soon as the return has been received.

Delivery not received

Our standard processing time is 2–3 days, plus a standard delivery time of 4–5 business days. If your order has not arrived after 15 business days, we will send you a replacement shipment free of charge.

Alternatively, you may return the items without our label, at your own cost and shipping risk, using a carrier of your choice to our business address (see the website footer/legal notice). In that case, please contact our customer service before shipping to confirm the current return address; unannounced returns may lead to processing delays.

Non-Returnable Items

Certain items may not be eligible for return due to hygiene or safety reasons. These will be clearly stated on the product page.

Cancellation Policy

  • You may cancel your order within 5 minutes of placing it.
  • Approved cancellations will receive a full refund to the original payment method.
  • To cancel, email us at support@kolsten.shop.
  • After 5 minutes, orders are processed and cannot be canceled, but may still be returned after delivery.

Need Help?

For any questions, visit our FAQ page or contact us at support@kolsten.shop.

Contact Information

Email: support@kolsten.shop

Customer Service:
Monday to Friday: 8:00 AM - 6:00 PM PST

We will respond to your email within 24 hours (Mon–Fri). Weekend messages will be answered on Monday.