Refund policy
We want you to be happy with your shoes. You have 30 days from the day your order is delivered to request a return — no explanation needed.
Eligibility
To be eligible for a return, your item must be in the same condition in which you received it: unworn, undamaged, with tags attached and in its original shoebox. You will also need your order number or proof of purchase.
Please try your shoes on indoors, on a carpeted surface. Soles that show outdoor wear cannot be accepted.
How to start a return
- Email us at info@kolviafashion.com with your order number and the item you wish to return.
- We reply within 24–48 hours with the return address and step-by-step instructions.
- Pack the item in its original shoebox and send it to the address we provide.
- Once we receive and inspect it, we let you know whether the refund is approved.
Important: please contact us before sending anything back. Items returned without a requested and approved return cannot be accepted or refunded.
Return shipping costs
If the item is defective, damaged or not what you ordered, we cover the full cost of the return. Contact us with a photo and we will arrange it at our expense.
For all other returns — a change of mind, or a size that did not work — the cost of return shipping is your responsibility. We will always tell you the expected cost before you send anything, so there are no surprises.
Damages and issues
Please inspect your order as soon as it arrives. If the item is defective, damaged, or if you received the wrong product, contact us immediately at info@kolviafashion.com with a photo so that we can evaluate the issue and make it right — replacement or full refund, whichever you prefer.
Non-returnable items
- Items that have been worn outdoors or show signs of use
- Items returned without their original shoebox or with tags removed
- Gift cards
- Items returned more than 30 days after delivery
If you are unsure whether your item qualifies, get in touch before sending it — we would rather help you first than turn a package away.
Exchanges
The fastest way to get the size or colour you want is to return the item you have and place a new order once the return is approved. That way your new pair ships immediately rather than waiting for the return to arrive.
If you would prefer a direct exchange, email us and we will arrange it.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method within 10 business days.
Please remember that it can take additional time for your bank or card issuer to process and post the refund to your account.
If more than 15 business days have passed since we approved your return and you still have not seen the refund, contact us at info@kolviafashion.com and we will chase it.
Cancellations
If you need to cancel or change an order, email us as soon as possible. We can usually make changes before the order is dispatched, which is within 1 to 3 business days of purchase. Once the package has left our warehouse, the return process above applies.
Contact information
Store: Kolvia
Company: CAVALEIRUS LLC
Registered address: 5830 E 2nd St, Ste 7000 #30744, Casper, WY 82609, United States
Wyoming Entity ID: 2025-001824140
Phone: +1 (307) 394-5054
Email: info@kolviafashion.com
Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (ET)
We respond to all messages within 24–48 hours.
Please note: our registered business address in Casper, Wyoming is not a returns address and does not accept returned goods. Always contact us first — we will send you the correct address.
Last updated: 18 August 2026