Return/Refund Policy


What is your return policy?

Our return policy is extended only when goods are returned in a resalable condition with price tags intact and a valid receipt.

On full-price merchandise:

Return can be done within 10 days of purchase. The return can be done online from home, or at the nearest offline store. The refund will be processed according to original mode of payment as per details given below.

  • – Card: Directly credited to the card used for purchase 
  • – Wallets : Directly credited into the source mobile wallet :- MPESA etc  (Only applicable for online returns)
  • – if any other mode payment is used, refund will be offered as a credit in your account

Return on ‘Reduced Price’ merchandise: 

Return can be done within 7 days of purchase. The same procedure for return and refund is applicable. 

Exclusions from the return policy:

The following items are excluded from our return policy:

Any products with a broken seal. Some of the items may have their own terms and conditions which will be product specific.

Items on final reduction, priced at 50 USD or below, are non-returnable

Please note that merchandise can only be returned for refunds if they are unused and have all the price tags available.

How can I contact you?

By email :

By telephone: +254713564175 ; Open 08:00 to 18:00 Mon-Fri and 9:00 to 17:00 Sat

By post:

Postal Address:

Kileo Look Fashion House

Nairobi, Kenya.


When do I receive a refund?

You can directly visit our store/office  to return the product. Alternatively, You may initiate the request for refund by sending us an email at  with your order number as the subject line.  You are responsible for repackaging & shipping the item.

My order is damaged. What should I do?

Please contact our Customer Services team so we can advise you on the next step to take.

Domestic Customers : +254713564175

International Customers Email :