FAQs
Thanks for visiting Komplexions where our goal is to provide customers with quality apparel. We take pride in providing ultimate customer satisfaction. Please see below for answers to questions regarding shipping, returns, and other inquiries.
ORDERING & PAYMENTS
What payment methods are accepted?
Komplexions offers a variety of payment options. We accept Visa, MasterCard, Discover, and American Express cards. We also take Shop Pay, After Pay, Apple Pay and store credit in the form of e-gift cards.
I haven’t received my order confirmation, what do I do?
If you do not receive an email from Komplexions within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email or phone for assistance to update your order.
Can I cancel or change my order?
We cannot cancel or change an order once it has been placed. In such case, you can, however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.
My order was confirmed, but I received an email stating an item is out of stock. Why did I receive the email?
Between the time you placed the order and when we processed it, the item was no longer available. We will send you an email with an E-gift card containing the amount you are owed for the cost of the item and the code to use the gift card to shop online. Please treat the gift card like cash, as it is store credit you can use during a later purchase. Store credit never expires.
I placed an order, but haven’t seen any movement?
There are several reasons as to why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.
SHIPPING
How long does processing and shipping takes?
Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 24 hours for an order to be processed. Kindly note shipping may be delayed by our verifications team if confirmation is needed for the order. For customers selecting 1-2 Day Express Shipping, please keep in mind your order must be placed before 12PM EST to leave the same day Monday - Thursday.
What company does Komplexions use to ship packages?
We offer USPS Priority mail, for domestic orders. Our expedited shipping is also processed with USPS. For international orders UPS is the only carrier that we use currently.
How long does shipping within the US take?
We offer 5-8 day shipping on all orders. For expedited shipping we offer 1-2 business days, orders must be placed by 12PM EST for it to be processed the same day.
Do Komplexions ship internationally?
Yes
How long does it take to ship internationally and what should I expect?
It usually takes 10 business days to arrive in your country however, in some instances, the delivery may be delayed depending on your country's customs. International shipping fees are based on shipping address and the weight and dimensions of the order. Please be advised that international orders may incur increased duties and fees due to shipping carrier and regional restrictions. You are responsible for covering any fees. These fees and overcharges are imposed by the shipping carrier and customs agencies, not Komplexions.
Do you refund shipping fees?
Shipping fees are non-refundable. You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.
How do I know my package has shipped and is on its way?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving the warehouse, you will receive another automatic email with shipping information.
I placed an order two weeks/a while ago and just realized I've been getting several emails and missed calls from Komplexions. What's going on?
In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 5 business days, we will cancel your order and issue you store credit in the amount of the items plus the shipping fee. If you notice a message from Komplexions via phone or email, please call us back as soon as possible to avoid having your purchase canceled.
My tracking info shows my package was delivered, but I never received it.
Komplexions provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS HERE or call 1 (800) 222-1811 for domestic or international assistance. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but Komplexions does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.
RETURNS & REFUNDS
CUSTOMER CARE HOURS
Mon-Fri 9AM - 5PM EST
Online store contact :
Email: info.komplexions@gmail.com
Telephone: (407) 287- 6050
We DO NOT accept refunds, EXCHANGES ONLY in perfect condition of the same item. ANY WORN OR DAMAGED ITEMS WILL NOT BE ACCEPTED.
If you are unhappy with your purchase, please send us an email requesting to return the item within at least 3 days of delivery.
- You may exchange merchandise within 3 business days of delivery of purchase.
- The shipping and handling fees are non-refundable.
- Since many of our items are limited quantities, we may occasionally sell out of an item. If this happens, we will notify you via email.
- If you are not interested in exchanging your items you would be issued an E-gift card
PLEASE READ CAREFULLY OVER OUR ITEM DESCRIPTION, SOME ITEMS CONTAIN NO STRETCH!
I am in the United States and want to return an item I am not satisfied with, what do I do?
If you are not happy with your purchase, please contact us within 3 days of delivery. Please send it back to our returns divisions within 3 days of the delivery date. Merchandise must be unworn and unwashed. If returning by mail, we suggest using USPS flat rate shipping for convenience. You will be responsible for covering shipping costs to return items and shipping charges must be prepaid. We would be happy to issue you a refund in the form of store credit to use on a future purchase. Store credit never expires. Sale items cannot be returned and are FINAL SALE!
My package is being returned to you, what do I do now?
All packages returned to us due to an invalid address will be restocked and you will be issued a store credit minus the initial shipping charge. We are not able to reship an order as all returned shipments are processed by our Returns Department.
Where do I send my return to?
Please address your package to:
Komplexions Returns
501 S. Kirkman Rd
P.O Box 616496
Orlando, Fl 32861
How long does it take to process returns?
Returns are processed within 3-5 business days after your item(s) are received. Once your return has been processed, you will be issued an online store credit in the form of an e-gift card via email. Please keep your return tracking number for your records.
Does Komplexions offer exchanges?
Yes, EXCHANGES ONLY
Does Komplexions issue refunds?
We do not issue refunds, we offer store credit in the form of an e-gift card instead. Please treat store credit like cash.
I received my order, but an item is missing/defective/not what I ordered. What do I do?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care department within two days of receipt and let us know.
Don't see your question answered?
Shoot us an email at info.komplexions@gmail.com with your order number in the subject.
Mondays-Fridays between 9:00 AM to 5:00 PM EST.