Shipping

Shipping & Returns
We want your KILO order to arrive safely, accurately and on time. The following policy explains how

we handle delivery, returns, exchanges and refunds.

Shipping
Orders are processed after payment has been successfully received. Delivery times and charges depend on the delivery location and the shipping option selected at checkout. Estimated delivery times are provided as a guide and may be affected by circumstances outside our control, including courier delays, weather, public holidays or other unforeseen events.

Please ensure that your delivery address and contact details are correct. KILO cannot be responsible for delays or failed deliveries caused by incorrect or incomplete information provided by the customer.

Damaged or Incorrect Orders
If your order arrives damaged, defective, incomplete or different from what you ordered, please contact us as soon as possible with your order number and photographs of the issue. We will assess the matter and, where applicable, arrange a replacement, repair or refund in accordance with applicable UAE consumer-protection requirements.

Returns & Exchanges
For products that are eligible for return, items must generally be unused, unopened and in their original condition and packaging. Certain products may not be eligible for return due to their nature, hygiene considerations, customisation or where they have been opened or used, except where the product is defective, damaged or otherwise subject to a remedy required by applicable law.

To request a return or exchange, please contact us with your order number and reason for the request. We will confirm whether the item is eligible and provide the relevant return instructions.

Refunds
Approved refunds will be processed to the original payment method where possible. The time for the refund to appear in your account may depend on your bank or payment provider.

Delivery Charges
Original delivery charges are generally non-refundable unless the return or refund is due to an error, defect or other circumstance for which KILO is responsible, or where otherwise required by applicable law.

Important

Applicable UAE law.
Nothing in this policy affects any consumer rights that cannot legally be excluded or limited under applicable UAE law.