Refund Policy

Refund Policy - Kurtgeigen

At Kurtgeigen, we understand that investing in luxury is a deeply personal decision—one that demands confidence in quality, design, and fit. Our Refund Policy is crafted to honor this commitment, balancing the integrity of our Kensington collection, designer handbags, footwear, and accessories with the flexibility discerning clients deserve. Whether you need to return a Kensington tote that doesn’t align with your style, exchange designer heels for a refined fit, or seek a refund for an unused luxury piece, we ensure the process is as seamless and elegant as your Kurtgeigen experience.

1. Eligibility for Refunds & Exchanges

To uphold the standards of luxury craftsmanship and protect the value of our pieces, returns/exchanges must meet the following criteria:
  • Timing: Requests are accepted within 30 days of delivery for standard designer items, with an extended window of 45 days for Kensington collection pieces (recognizing the intentionality of investing in our signature line).
  • Product Condition:
    • All items must be unused, unworn, and in their original luxury condition—free of scratches, creases, stains, or signs of handling (including no alterations to footwear, no adjustments to handbag hardware, and no removal of protective films).
    • Original packaging must be intact: this includes dust bags (embossed with the Kurtgeigen logo), authenticity cards, care booklets, and luxury gift boxes (if applicable). For Kensington collection items, custom dust bags and hardware pouches must be returned with the product.
    • Tags and hygiene seals (for footwear, small leather goods, and accessories) must remain unbroken and attached.
  • Proof of Purchase: A valid order number (from your confirmation email) or original receipt is required. Refunds will only be issued to the original payment method used for the luxury purchase.
  • Exclusions: The following items are non-refundable and non-exchangeable, unless defective or incorrectly delivered:
    • Customized or monogrammed pieces (e.g., personalized Kensington handbags, engraved accessories).
    • Final sale items (clearly marked “Final Sale” on the product page, including limited-edition designer collaborations).
    • Exotic leather pieces (e.g., crocodile, python) due to regulatory and ethical considerations—all such items are inspected and authenticated before shipment.

2. How to Initiate a Luxury Return/Exchange

We’ve streamlined the process to reflect the sophistication of our brand—no cumbersome forms, just personalized support:
  1. Contact Our Concierge Team: Email [email protected] with the subject line “Return/Exchange Request ” and include:
    • Your full name, contact information, and order number.
    • Product details (name, style, color, size—e.g., “Kensington Structured Tote in Black, Medium”).
    • Reason for return/exchange (e.g., “Size discrepancy in designer heels” or “Style misalignment with wardrobe”).
    • High-resolution photos of the item and original packaging (to verify condition—required for all requests).
  1. Concierge Approval: Our team will review your request within 24 business hours. If approved, you’ll receive a complimentary, tracked return label (for global shipments) and a personalized packing guide to ensure your luxury piece is protected during transit. For Kensington collection items, we may include a custom shipping box to prevent damage.
  1. Secure Return Shipment: Package the item securely using the original luxury packaging (or the provided custom materials) and attach the pre-paid label. We recommend scheduling a signature-required delivery for high-value items to ensure accountability. Retain the tracking number for your records.
  1. Inspection & Processing: Upon receipt, our luxury authentication and quality team will conduct a meticulous inspection (typically 2–3 business days for standard items, 3–5 days for Kensington collection pieces). Approved refunds are processed within 5–10 business days; approved exchanges are prioritized for fulfillment, with premium shipping included.

3. Refund Details & Luxury Shipping

  • Refund Amount: Refunds cover the full purchase price (in USD) of the item, excluding any applicable taxes (which will be refunded in accordance with local regulations). Original shipping costs are non-refundable unless the return is due to our error (e.g., defective product, incorrect style/size, or damaged during transit).
  • Complimentary Global Return Shipping: We offer free return shipping for all eligible requests—no hidden fees, no shipping costs passed to you. Our premium courier partners (e.g., DHL Express, FedEx Luxury) ensure your item is transported securely and efficiently, with end-to-end tracking.
  • Refund Timing: The time for the refund to reflect in your account depends on your payment provider:
    • Credit/debit cards: 5–10 business days (processing times vary by issuer).
    • PayPal: 3–5 business days.
    • Luxury financing options (if applicable): 7–14 business days, in line with provider terms.

4. Special Cases: Defective, Damaged, or Incorrect Items

We uphold the highest standards of craftsmanship—but if a luxury piece falls short, we resolve it with urgency and care:
  • Report the Issue: Notify our concierge team within 48 hours of delivery for damaged or incorrect items, or within 7 days of first use for manufacturing defects (e.g., faulty stitching on a Kensington handbag, defective hardware, or premature wear of materials).
  • Required Documentation: Include your order number, detailed photos/videos of the issue (e.g., loose stitching, scratched hardware, wrong product), and a description of how the defect was discovered.
  • Luxury Resolution Options: We prioritize your satisfaction with the following solutions:
    • Full Refund: Processed immediately, with no requirement to return the item (for defective pieces—we may request return for quality control purposes, with complimentary shipping).
    • Replacement: A new identical item shipped via premium global shipping, with no additional costs. For Kensington collection pieces, we’ll expedite production if the item is out of stock.
    • Artisan Repair: For minor defects (e.g., loose thread, minor hardware adjustment), our master craftsmen will repair the item complimentary, with expedited turnaround and return shipping.

5. Special Care for Kensington Collection & Luxury Materials

Our signature line and premium materials demand specialized attention—we address their unique needs with exclusive support:
  • Kensington Collection Exchanges: If you wish to exchange a Kensington piece for a different style, size, or color, we’ll waive any restocking fees and prioritize your new order to ensure minimal wait time. For made-to-order Kensington items, exchange timelines may align with production lead times (typically 2–4 weeks).
  • Material-Specific Guidance: For leather, suede, or exotic leather pieces, our team will provide tailored packaging instructions to prevent damage during return (e.g., avoiding moisture for suede, padding hardware for leather handbags).
  • Authentication Guarantee: All returned items are authenticated by our in-house experts to ensure they are genuine Kurtgeigen pieces—protecting both our brand integrity and your investment.

6. Canceled Orders

  • Pre-Shipment Cancellations: Orders may be canceled within 8 hours of purchase for standard items and within 12 hours for Kensington collection pieces (many of which are crafted to order). To cancel, email [email protected] with your order number and “Order Cancellation” in the subject line. Refunds are processed within 5–7 business days.
  • Post-Shipment Cancellations: Once an order has shipped, it cannot be canceled—you must follow the return process outlined above upon receipt.

7. Contact Our Concierge Team

For questions about your return/exchange, refund status, or to discuss a unique situation (e.g., gifting a Kensington piece and needing to adjust size), contact our dedicated concierge team at [email protected]. We respond within 24 business hours and are committed to resolving your inquiry with the elegance and attention to detail that defines the Kurtgeigen luxury experience.
At Kurtgeigen, we view every return or exchange as an opportunity to strengthen your trust in our brand. We strive to make the process as refined as the pieces you’ve chosen—ensuring you feel confident in every investment you make with us.
Thank you for choosing Kurtgeigen—where luxury meets integrity, and every client is valued.