FAQ

 *Holiday Order Processing Disclaimer*

December 11th is the last day to place orders for guaranteed delivery by Christmas.

Due to demand, please allow 3 Business days for orders to be processed during the holiday season. 

 

-What size should I order?

 Kappa is a European brand and therefore runs slim. We often suggest going up one size from what you typically order online. Please refer to our size chart for more information.

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

If you have received your order and it does not fit or you ordered the wrong size, 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.  If it has not yet been shipped, we may be able to cancel your order so that you may place a new order with the correct items. Please email us at info@kappa-usa.com for more help. 

 

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

Styles with the same color name should go together. If you are not seeing a style with the same color name to complete your outfit, then we are likely out of stock. 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?

Returns are valid within 30 days of the delivery date.
Exchanges are valid within 60 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.

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 $12.50 shipping charges and $10.00 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.

 

 -Where’s my refund?

Once your return is delivered, it typically takes 3-5 business days for our warehouse to receive and inspect your 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.

Please allow for another 3-5 business days for the refund to show up on your card

 

-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 up to 3 business days to process 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 10 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. You may, however, cancel your order if it has not yet been shipped and re-place your order if it is still within the window of the sale/coupon.

 

-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.

 

-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.

 

-I canceled my order but have changed my mind. Can you still ship it?

Once an order has been canceled, we cannot reverse the process. Please place another order with your wanted items.

  

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

Once an order is placed and processed, we are not able to make changes to it. If it has not yet been shipped, we may be able to cancel your order so that you may place a new order with the correct items. Please email us at info@kappa-usa.com for more help.

 

-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 or USPS with your tracking number for more information. We are not responsible for lost/stolen packages.

 

-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 212-575-2373 for KAPPA USA.

We will try our best to respond to all emails within 2 business days and voicemails within 5 business days. Due to volume and demand, please be patient as our customer service team works.

  

NY Office Address:

The Foundation

260 W 39th St

9th Flr

NYC 10018