If you received the wrong item, the wrong size, or something that doesn’t meet your expectations, you may be able to request an exchange instead of a refund.
This guide explains when exchanges are allowed, how to request one, and what happens next.

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What Is an Exchange? #

An exchange means:

• You return the original item
• The seller sends a replacement item instead of issuing a refund

🔁 Exchanges are handled directly by individual sellers.

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When an Exchange May Be Allowed #

An exchange may be possible if:

• The wrong item was sent
• The item arrived damaged or defective
• The size, color, or variation is incorrect
• The seller offers exchanges for that product

📌 All exchanges are subject to the seller’s exchange policy.

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Items That Usually Can’t Be Exchanged #

Some items are commonly non-exchangeable, including:

• Perishable goods
• Personal care or hygiene items
• Intimate or custom-made products
• Digital or downloadable items
• Items marked Final Sale

⚠️ Always check the product page for exchange eligibility.

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Step 1: Check Your Order Details #

Before requesting an exchange:

1. Log in to your Kingston Express account
2. Go to My Account → Orders
3. Click View on the order

Confirm:

• What you ordered
• What you received
• The delivery date

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Step 2: Do Not Use the Item #

To stay eligible for an exchange:

• Do not use the item
• Keep original packaging and labels
• Keep all accessories and receipts

📦 Used items may not qualify for exchange.

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Step 3: Contact the Seller to Request an Exchange #

Kingston Express is a multivendor marketplace, so exchanges are managed by sellers.

How to request an exchange: #

1. Open your order page
2. Scroll to the Seller / Store information
3. Click Contact Seller
4. Clearly explain the issue
5. State the replacement you’re requesting
6. Include your order number

📝 Example message:

“Hello, I’d like to request an exchange for order #12345. I received the wrong size and would like to exchange it for size M. Please let me know the next steps. Thank you.”

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Step 4: Provide Photos or Details (If Requested) #

The seller may ask for:

• Photos of the item
• Photos of packaging or labels
• A short explanation of the issue

📸 Clear photos help speed up approval.

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Step 5: Follow the Seller’s Exchange Instructions #

Once approved, the seller may:

• Ask you to return the original item
• Arrange pickup or provide a return address
• Ship the replacement after receiving the return

🚚 Do not send items back unless instructed.

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Exchange Shipping Costs #

Shipping costs for exchanges depend on:

• The seller’s policy
• Who caused the issue (seller error vs. customer request)

📌 Some sellers may cover shipping if the mistake was theirs.

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Exchange Timeframes #

• Exchange requests usually must be made within 7–14 days of delivery
• International exchanges may take longer due to shipping and customs

⏳ Exact timelines vary by seller.

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What If an Exchange Isn’t Possible? #

If an exchange cannot be completed:

• The seller may offer a refund
• You may be asked to place a new order
• Alternative solutions may be suggested

📌 Always wait for confirmation before reordering.

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When to Contact Kingston Express Support #

Contact support if:

• The seller is not responding
• There’s a dispute about exchange eligibility
• You need help with the exchange process

📌 Include your order number and message history.

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Helpful Tips #

✔ Request exchanges as soon as possible
✔ Communicate clearly and politely
✔ Keep all packaging until resolved
✔ Save emails and messages

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Final Tip #

Exchanges work best when reported early and handled directly with the seller. Understanding the seller’s exchange policy helps ensure a smooth and fast resolution 🔁