Warranty and Returns
We believe in creating high quality designer pieces to wear (and love) for a long time.
If you find a fault, even outside of our 12 month warranty, get in touch so we can look after you.
We believe in creating high-quality designer pieces to wear (and love) for a long time. We stand by the quality of our manufacturing and offer a 12-month warranty*.
All items are hand checked for quality prior to leaving our warehouse for quality assurance. If you discover any defect or manufacturing fault, please kindly contact us and we will be happy to assist.
We will gladly exchange, replace, or repair, items considered faulty with proof of purchase.
*Please note: Items which are damaged, or defects caused by personal wear and tear; accidents; misuse or failure to use in accordance with DYLAN KAIN’s care instructions; dismantling or repair by persons other than recommended repair centres are not covered under the terms outlined above and will not be considered faulty. Please be mindful that leather is a natural product and as such, it will have characteristics and variations which are considered features of the leather.
It’s unfortunate that within the current environment, the use of hand sanitiser has increased. At DYLAN KAIN, we want you all to be safe however please be mindful that the use of hand sanitiser and other alcohol-based products, perfumes, and cosmetics can have a damaging effect on your beautiful new purchases.
We want you to be happy - if you change your mind or you're simply not happy with your purchase, you are welcome to return for an exchange or store credit.
Use our Return Portal to return your item:
We want you to be completely satisfied with your purchase from DYLAN KAIN. If for any reason you are not satisfied, simply return your item through our return portal within 14 days of delivery* for a credit note or exchange.
Due to hygiene reasons, pierced earrings are unable to be returned for change of mind, unless deemed faulty.
Returns must be submitted through our return portal and mailed within 14 days from delivery receipt.
*All orders placed between 16th November and 31st December 2023 will have an extended returns period of up to 45 days from the date of the order fulfilment.
All returned products must be in perfect condition, unused, unworn, and with the original tags and packaging attached (including boxes and dust bags).
If your return does not comply with these conditions, Dylan Kain reserves the right to refuse the return and ship the goods back to you.
Please note that all shipping fees, customs duties, and taxes are non-refundable through DYLAN KAIN.
Costs associated with return shipping are the responsibility of the sender.
A return fee of $10 will apply to Australian returns to cover the return shipping label and will be deducted from any store credit amount.
New Zealand and International returns can be made in the Return Portal, but return shipping is the responsibility of the customer.
Dylan Kain will not be held liable if the item is lost in transit and therefore recommends that you send all returns by trackable, insured Registered Post or via courier.
FULL PRICE ITEMS - can be returned for a credit note or exchange.
SALE ITEMS - refers to items purchased during a promotional sale or purchased using a discount code, that can only be returned for a credit note or exchange.
FINAL SALE ITEMS - refers to any items that are marked "final sale". All Final Sale items cannot be returned, unless in the event of them being faulty.
SAMPLE SALE ITEMS - refers to any items that are purchased from Dylan Kain as a sample or bought at a sample/ studio sale. All Final Sale items are final and are not eligible for return. All Sample purchases void any warranty stated on our website. Samples may have been used for photoshoots or showrooms and may have imperfections or defects substitute packaging may be provided.
Please note that if you refuse to pay customs duties upon delivery, a refund will only be issued after the product has been returned to us.
Please allow up to 3-5 business days for refunds to be processed once your return has been received by our warehouse
Australian customers
1. Visit our online DYLAN KAIN RETURNS portal to request a return.
2. Select the items you'd like to return.
3. Specify whether you would like an exchange or store credit. Please check our Returns Policy to learn more regarding eligible returns. Return shipping is charged at a flat fee of $10 per return (Australia only), which will be deducted from your store credit. Alternatively, opt for an exchange to receive an additional shopping credit of $10.
4. Once confirmed, you will receive an email with your pre-paid shipping label (Australia only).
5. Simply print the label, package your items, and drop them off at your nearest post office or street post box. Please ensure your return complies with our return terms and conditions.
6. Once received, your return will be accessed and processed within 3 business days and the outcome will be emailed to you. Please note that any shipping charges will not be included in the store credit amount.
International Customers
1. Visit our online DYLAN KAIN RETURNS portal to request a return.
2. Select the items you'd like to return.
3. Specify whether you would like an exchange or store credit. Please check our Returns Policy to learn more regarding eligible returns.
4. Once confirmed, please package and ship your items using a traceable shipping service to:
DYLAN KAIN RETURNS
171 Tweed Coast Road
Chinderah NSW 2487
Australia
5. Once received, your return will be accessed and processed within 3 business days and the outcome will be emailed to you. Please note that any shipping charges will not be included in the store credit amount. Customs duties and taxes are non-refundable through DYLAN KAIN.
We offer easy online exchanges within 14 days from delivery.
Submit your online return through the DYLAN KAIN RETURNS portal and follow the steps to select your exchange product. If there is any price difference, you will be able to pay directly in the online portal.
Once we have received your return, your new product will be sent out to you free of charge.
Please note, as we are unable to hold your item until your package has been received, we encourage you to drop it off as quickly as possible to avoid disappointment. If the product you are hoping to exchange for is no longer available at the time of processing, a credit note will be issued.
If you opt for an exchange, you will receive a complimentary $10 bonus credit to use on your next order.
All exchanges receive complimentary shipping when being sent back to you.
The Return Portal will supply a label for easy return of your purchase, (Aus only).
Items delivered within Australia must be returned to us within 7 days of receiving the RA number.
NZ, USA, EU, ASIA / International customers allow up to 14 days.
Dylan Kain will not be held liable if the item is lost in transit and therefore recommends that you send all returns by trackable, insured Registered Post or via courier.
Need assistance? We are here to help.