Refund and Returns Policy
Shipping, Delivery & Return Policy
At KIZA, your satisfaction is our priority. If something doesn’t meet your expectations, we’ll do our best to make it right. We want every piece you receive to reflect the pride, elegance, and excellence that define our brand.
Returns & Exchanges
If you are not completely satisfied with your purchase, you may request a return within 10 days of receiving your order. Please contact us at contact@kizastore.com or call +250 787 691 669 before sending back your items. We will guide you through the process and provide a return shipping label if applicable.
All returned items must meet the following conditions:
- Unworn and unused
- In original condition with all tags and packaging intact
- Regular-priced items only (final sales and discounted items are not eligible)
Returns that do not meet these conditions may be denied or refunded as store credit.
International Returns
For customers outside Rwanda, please contact us first before returning any item. If you choose your own carrier, you are responsible for all return shipping costs. Any duties or retrieval fees we incur will be deducted from your refund.
Exchanges
If you received the wrong item or need to exchange a size, please contact us as soon as possible. If your request is approved, our customer service team will assist you with the next steps. All exchange items must comply with the return conditions listed above.
Refunds
Once your return is received and inspected, we will send you an email to confirm receipt. If the return is approved, a refund will be processed to your original payment method within 5–10 business days via our secure payment partner, DPO Group.
If your refund is denied, you will receive a store credit equivalent to the value of the item returned.
Note: Shipping costs are not refundable unless the return is due to an error on our part.
Damaged or Lost Items
If your item arrives damaged or is lost in transit, contact us immediately. We will review the situation and offer a replacement item or store credit depending on the case.
Final Sale & Pre-orders
- Items on sale or from pop-up collections are final sale and not eligible for return or refund.
- Pre-ordered items cannot be refunded, but may be eligible for store credit.
Shipping & Delivery
We ship all orders via iPosita Rwanda. Processing time is 2–3 business days, and delivery typically takes 5–7 business days depending on your location. You will receive an email with your tracking number as soon as your order is dispatched.
We do our best to ensure timely delivery, but we are not responsible for any delays once the package is in the carrier’s hands.
Custom Duties & Taxes
International orders may be subject to import taxes or customs fees upon arrival. These charges are the responsibility of the buyer and are not included in our product prices. Please contact your local customs office for more details.
No News = No Issue
If we do not hear from you within 14 days of delivery, we will consider your order successfully delivered and accepted.
Contact Us
Need help with your order, return, or exchange?
- Email: contact@kizastore.com
- Phone: +250 787 691 669 / +250 785 306 704
- Address: KG 17 Ave, Kigali, Rwanda
Thank you for choosing KIZA – every item you wear helps share the elegance and strength of Rwanda with the world.
