FAQ

FAQ

-What size should I order?

 Kappa is a European brand and can run slim if you are used to looser fit. If you typically wear a size Large, though, our size Large should fit you. If you are between sizes, we often suggest going up one size. Please refer to our size chart for more information and in the description of each product, you will see what size the model is wearing in the product images.

 

-I ordered the wrong size, can I change it?

Due to volume, we kindly ask that customers make sure the items they are placing in cart are the correct size and color. Once an order is placed, it is difficult to adjust the order. However, if the order has not yet shipped, we may be able to cancel your order. Once an order is cancelled, customers may re-place the order with their desired size and style. Cancelled orders are refunded immediately, but it may take 3-5 business days for the refund to be posted to the original form of payment.

If you have received your order and it does not fit, you can begin an exchange process by clicking here, please have your order number handy. **The order number you will use, is the one found in your confirmation email when the order was originally placed.  

 

-I can't find the matching item to a style I want to make a complete outfit - can you help?

Styles within the same season have the same colorstory, so you can find matching items within the same season (i.e. Track Jacket from Spring 2021 will match Track Pants from Spring 2021). Our stock is seasonal and most of it does not carry over. 

 

-You're out of stock of an item I want, will you get it back in?

Most likely not. Our classic color combinations of the track suits, like black and white, will almost always come back in stock; however, to keep with trends and changing tides, we like to update our stock seasonally.

 

-Something doesn’t fit, can I exchange it?

If you would like a different size please click here to start an exchange process. **The order number you will use, is the one found in your confirmation email when the order was originally placed. Once we receive the item back in our warehouse we will ship the new size out to you. 

 

-How do I return items?

Please note, window for returns/exchanges has been updated as of 2/15.

Returns are valid within 30 days of the delivery date.
Exchanges are valid within 30 days of the delivery date.

Refunds and Exchanges will NOT be processed until items are returned and inspected by our warehouse. All items must be returned in their original condition: tags attached, packaging intact, and product unworn & unwashed.

Exchanges must be of equal or lesser value than the item returned.  Should the item chosen for exchange be priced less than the item being returned, a store credit will be issued for the difference. At this time, we are unable to process exchanges for items that are priced higher than the item being returned.

Due to the nature of this product, face masks are non-returnable. If there is an issue with your mask, please reach out to customer service so we could further assist you.

Gift cards are not eligible for returns. Once a gift card is purchased, it cannot be cancelled or refunded. Purchases made with gift cards are eligible for exchange or store credit only if an item does not work out.

To start the return process please have your order # handy and click here. **The order number you will use, is the one found in your confirmation email when the order was originally placed. 

If you do not have your order # please email Info@kappa-usa.com and provide the following:

1. Name & Email address used to place order
2. Date your package was received
3. Reason for the return (Exchange, damage, incorrect purchase, fit…etc.)
4. What product(s) you are returning

You are responsible for return shipping, we recommend choosing a method with tracking as an insurance. Please send us your tracking number, so that we may follow the return.

Please view our Returns & Exchanges policy for more information.

 To initiate a Return or Exchange, you will need your Order Number ready. Your Order Number can be found in your order confirmation email. It is NOT on the paper invoice you receive in your package. If you do NOT have your Order Number, please email info@kappa-usa.com.

Start the Returns/Exchange process here: https://kappa-usa.loopreturns.com/#/

Note: Initial shipping charges and $8.00 return shipping fees are NON-REFUNDABLE.

 Note: We are NOT responsible for return packages that may be lost or damaged in transit. You will have to file a claim with the shipping carrier.

 

Return/Exchange Delay Note:

Due to circumstances from Covid-19, packages sent back for returns/exchanges will be left in quarantine for at least 1 business day. After this quarantine, our warehouse team will then be able to process these packages, and we can expect it to take up to 14 business days. Exchanges are sent out once a week or when time permits.  We are working hard to accommodate the needs of our clients with our warehouse team, which has limited staff on hand to maintain safety precautions.  

 

 -I received a damaged/defective good, can you help?

If your item is damaged or defective, please send an email to info@kappa-usa.com with a picture of the item and its defect, preferably with the hang tag of the item in the picture, along with your order number. From there, we may ask you to return the damaged item to us and we can ship a replacement. 

Upon receipt of your goods, please inspect your items and contact us within 30 days to let us know of any damages/defects. If the delivery date is more than 30 days old, we cannot accept any damages and cannot ship replacements.

 

 -Where’s my refund?

Once your return is delivered to our warehouse, it typically takes 14 business days for our team to inspect and approve the return.

After passing inspection, a refund minus applicable shipping costs will be issued to the original form of payment and you will receive an email confirmation. Please allow another 3-5 business days for the refund to appear on your statement.

 

-What happens if my package is missing/stolen/damaged?

We cannot be responsible for missing, stolen, and damaged packages. If your tracking information shows that your order was delivered but you did NOT receive it, please file a claim with the shipping carrier. 

 

-Where is my order? 

Please allow 7-10 business days to process and ship an order. Once an order is processed and shipped, it can take 3-7 business days to be delivered depending on your relation to the Los Angeles area.

You can find your tracking number by checking your emails for order notifications from the website, or by logging into your account and viewing your order for the latest tracking information.

At this time we do not offer expedited shipping. If you need your order by a certain date, we ask that you place your order 14 business days before that time.

If you find your order has not been delivered in this time window, please email us at info@kappa-usa.com with your order number so we could further assist you.

 **Please note: Business days are Monday-Friday; weekends not included. Example: 3 business days from Thursday is the following Tuesday.

 

-I made a purchase before/after you had a sale. Can you honor the coupon code with my order?

Unfortunately, we cannot make price adjustments after an order has been placed. Our sales and discount codes are non-retroactive and non-transferrable.

Our sales and coupon codes are non-retroactive and non-transferrable. If you make a purchase outside of the time our sales/coupons are active, we cannot honor it on your order. 

 

-I ordered or received a gift card, can I return it?

Gift cards are not eligible for returns. Once a gift card is purchased, it cannot be cancelled or refunded. Purchases made with gift cards are eligible for exchange or store credit only if an item does not work out.

 

-Do you ship to Canada or any other international countries?

From this website, we can only ship and sell to USA based customers. Please visit https://www.kappastore.eu for international orders or www.kappa-canada.com for Canadian orders.

 

-I found something at a third-party retailer and they didn’t have my size - can I purchase with you?

 At this time, we can only ship items that are currently on our website.

 

-My order was refunded without my knowledge, why? 

Your order may have been cancelled due to an unexpected stock shortage. We apologize for this inconvenience. Sometimes items sell out before our system can recognize that item is out of stock.

 

-My order was canceled due to fraudulent activity but shouldn’t have been. What can I do?

We recommend verifying your billing and shipping information as it seems our website is having trouble recognizing the information. Another option would be to choose PayPal as the method of payment. Please replace your order with this in mind. For more information regarding this, please reach out to your bank.

   

-I made a mistake with my order, can I change it?

Due to volume, we kindly ask that customers make sure the items they are placing in cart are the correct size and color, and the shipping address is correct. Once an order is placed, it is difficult to adjust the order. However, if the order has not yet shipped, we may be able to cancel your order. Once an order is cancelled, customers may re-place the order with their desired size and style. Cancelled orders are refunded immediately, but it may take 3-5 business days for the refund to be posted to the original form of payment.

 

-Can I change the shipping address for my order? 

Due to volume, we kindly ask that customers make sure the shipping address is correct prior to confirming the order.
If your order has not yet shipped, we may be able to adjust the shipping address. Please reach out to info@Kappa-usa.com with your order number and correct address immediately. We will try our best to accommodate your request if your order has not yet shipped, but we cannot guarantee it.
If your order has already shipped, we cannot change the address. We kindly ask that you reach out to UPS directly with your tracking number and request a hold for pick up.

 

-Can I cancel my order?

Customers cannot cancel their own orders. If you wish to cancel, reach out to our team immediately at info@kappa-usa.com with your order number and reason for cancellation. We will try our best to accommodate your request, but we cannot guarantee it. If your order has shipped, we cannot cancel the order, and we kindly ask that you go through the returns process once you receive the package should you wish to not keep the items. Cancelled orders are refunded immediately. It may take 3-5 business days for the refund to be posted to the original form of payment.

 

-My package says it has been delivered but I do not have it. What should I do? 

At this time, we ask you to contact UPS with your tracking number for more information. We are not responsible for lost/stolen packages. If your tracking information shows that your order was delivered but you did NOT receive it, please file a claim with the shipping carrier.  

For customers whose packages are lost in transit, please reach out to info@kappa-usa.com with your order number. Our team may be able to replace your package or provide you with store credit.

 

-Is there a phone number I can call?

For the fastest form of communication, send an EMAIL to info@kappa-usa.com

or you may leave a voicemail at 888-270-9290 for KAPPA USA. When leaving a voicemail, please clearly include your order number and email address so we may contact you via email.

We will try our best to respond to all emails within 2 business days and voicemails within 3 business days. Due to volume and demand, please be patient as our customer service team works.

Voicemails will be followed up with via email. Please note, our team cannot assist in placing orders over the phone and any voicemail left without an order number or email cannot be returned.