How Exchanges Work on Kingston Express

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 🔁