RETURNS + EXCHANGES
We hope you find everything you need, including sizing information and informative product descriptions. In this day and age, we encourage you to shop thoughtfully and consciously to reduce carbon emissions from delivery services and waste from packaging. Our team is always improving our site and product information, so your feedback is always welcome. We accept returns and exchanges of in-stock items if they are made within 30 days of purchase date. Product must be returned in original, saleable condition - and be free of pet hair, smoke, and odors, stains, etc. Please ensure that you receive a tracking code for your shipment as we are not liable for lost or damaged packages en route to our location.
In the event you’d like to return or exchange, please package your items, enclose your order invoice and return via a trackable shipping method of your choice to:
340 Read Street
Santa Fe, NM 12501
Returning in Store
You may return new, unused merchandise (when accompanied by a receipt) within 30 days of purchase. It’s essential that you bring your invoice or receipt with the item you’d like to return to our store for quick returns and exchanges. Please note, returns are only accepted for products purchased at www.koneal.com. Product unaccompanied by receipt is subject to be returned at the lowest price it has sold. Returns and refunds are made at the discretion of K'ONeal. If you’ve purchased a product through any other retail store or website, you must process your return with them.
Exchanging a Gift
You may exchange gifts for a new item or a Gift Card - either visit a store or contact Customer Care to help coordinate the exchange, then follow the steps above for online returns. We are unable to provide cash refunds for gifts. All gifts must be traceable to the original purchaser. Product unaccompanied by receipt is subject to be returned at the lowest price it was sold at. Exchanges are made at the discretion of K'ONeal. Exchanges are also handled within the 30 day window outlined above. Please note, custom order items are unable to be exchanged.
You may return new, unused merchandise (purchased from www.koneal.com) when accompanied by a receipt within 30 days. We will accommodate a one-time price adjustment on full price merchandise for up to 14 days. Clearance items are final sale, as are altered or monogrammed products. Returns and refunds are made at the discretion of K'ONeal. Products without traceable purchase history may not be returned or exchanged through K'ONeal, must be returned to the retailer the item was purchased from. Please note, custom order items are unable to be returned.
You'll receive an email confirmation once we receive your return, and you can expect your refund within 14 days - issued in the form of the original payment or a Gift Card. Please note: PayPal exchanges must be even, any balance will need to be charged to a credit card payment tender. Returns and refunds are made at the discretion of K'ONeal. We are unable to process exchanges for international orders.
Shipping Errors / Damaged Products
In the event that we process an order incorrectly or you receive a damaged or defective item, we will gladly replace it or accept it for a full refund at our expense. Products must be cared for according to their care label. We do not accept returns that are the result of improper care. In the event of an erroneous shipment / damaged shipment, we will provide a prepaid shipping label to expedite the return (for orders shipped within the US). To receive your shipping label and arrange for shipment, please contact our customer service team at +1.503.772.0153. Any customers using a third-party shipping service are responsible for any duties, taxes and shipping costs that may occur. K'ONeal is not liable for any damages from any third-party shipping service.