RETURNS & EXCHANGE INFO

Our goal is for you to be 100% satisfied with your purchase from Qilo. If for any reason you are not satisfied we would be happy to refund your purchase.

Except for any products designated as final sale, non-returnable, or exclusive collabs, we will accept a return of the products for a refund of your purchase price provided such return is made within 14 days of delivery and provided such products are returned in their new, unused condition with original tags still attached. To return products, you must email our Returns Department at info@qilonyc.com to obtain a Return Merchandise Authorizatizion "RMA" number before shipping your product. No returns of any type will be accepted without an RMA number.

NOTE: No refunds or exchanges on exclusive drop/collab items unless the item(s) arrived damaged or defective.

You bear the risk of loss during shipment. We therefore strongly recommend that you use a carrier that can provide you with proof of delivery for your protection. Refunds are processed within approximately five business days of our receipt of your merchandise. Your refund will be credited back to the same payment method used to make the original purchase on the Site.

SHIPPING

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and ship your order.

Order Shipment:

If your order is stock and we process the charges to your credit card, it will generally ship within five business days from the date of your order and should be delivered within 7-10 business days. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@qilonyc.com.

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it within 1-2 days of delivery.  If your item(s) do arrived damaged, please send photos to info@qilonyc.com and we will process a claim on your behalf. Please describe the problem in detail and we will process an exchange or refund for you.