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1. Contact Kimondo
Send us your order number and the items you wish to return. Our team will review your request and explain the next steps.
Returns & exchanges
We want the process to be straightforward. Before sending any return, please contact us and our team will explain the available options for your order.
↩ 14 days to request a return
✉ Guided process with our team
✓ Inspection before refund
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How do I make a return?
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2. Send the return
If you are outside Spain, you must return the parcel using your own carrier once the return has been authorised. We strongly recommend using a tracked service.
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3. We inspect the items
Once your return reaches us, our team checks that the items meet the return conditions and show no signs of use.
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4. We process your refund
If everything is correct, the applicable refund will be processed using the original payment method after the return has been received and inspected.
Request a return
Please do not send any item before contacting us.
Returns from outside Spain
Returns from Portugal and the rest of Europe must be sent at the customer’s expense after the return has been authorised. We recommend using tracked shipping and keeping the receipt until the process is complete.
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Address for authorised returns
Please use this address only after our team has confirmed your return.
KIMONDOCtra. Sant Boi, nº 96, Local 1
08620 Sant Vicenç dels Horts
Barcelona, España
Return reception hours: Monday to Thursday, 8:00–13:00 and 17:00–20:00. Friday, 8:00–13:00.
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Frequently asked questions
How do I make an exchange? +
To exchange an item, please return the item you do not wish to keep and place a new order for the replacement item.
The item I received is defective +
If you receive an item that appears to be defective, please contact us as soon as possible and preferably within 48 hours of delivery.
We will ask for photographs so our team can review the issue. If the defect is confirmed, Kimondo will arrange the appropriate solution and cover the applicable transport costs.
When will I receive my refund? +
Once the return is received and inspected, we will process the refund if all return conditions have been met.
What happens if my order had free shipping? +
If the remaining order value no longer meets the free-shipping threshold after a return, the original applicable shipping cost may be deducted from the refund.
What happens to promotional gifts or discounts? +
If a return causes the order to no longer meet the requirements of a promotion, gift or order-value discount, the promotion may be recalculated and the promotional gift may also need to be returned.
Item conditions
Return requirements
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- Items must be unused and returned in the same condition in which they were received.
- All applicable parts, accessories, tags, bags, boxes and original packaging must be included.
- The parcel must be adequately protected for return transport.
- If Kimondo arranges collection, the parcel must be labelled according to the instructions provided.
- Please include the order number and the purchaser's full name inside the parcel.
- Promotional gifts associated with returned products may also need to be returned.
- Discounts based on total order value may be recalculated after a return.
- Kimondo points earned from returned items may be removed or recalculated.
- Physical receipt of a parcel does not automatically mean the return has been accepted. Items must first pass inspection.
Exceptions
Items excluded from voluntary returns
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Unless there is a defect or an issue attributable to Kimondo, certain items may be excluded from voluntary returns because of their nature, hygiene requirements or special characteristics.
This may include underwear, swimwear, socks, masks, combs, fragrances and similar personal or hygiene products.
Certain event products, clearance items or products subject to particularly high discounts may also have specific exclusions where clearly stated on the product page or promotion.
Additional information
Cancelled, refused or uncollected orders
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If you wish to cancel an order, please contact us as soon as possible and provide your order number.
We cannot guarantee cancellation once an order has already been prepared, processed or handed to the carrier.
If an order is voluntarily refused, left uncollected or returned following repeated failed delivery attempts, the actual outbound and return shipping costs may be deducted from the refund.
Instalment or financing providers may charge processing fees that are not recoverable once the financing process has begun.
Need help with a return?
Contact us before sending the item and our team will explain how to proceed.
