Shipping & Returns


    CLIENT CARE: DELIVERY & RETURNS POLICY


    At KIVÉ, we believe that every woman deserves to feel extraordinary. To ensure the highest level of craftsmanship and to minimize environmental waste, our collections are made-to-order specifically for you. By placing an order, you are supporting artisanal slow fashion and a commitment to quality.



    1. DELIVERY & SHIPPING


    Handcrafted in Latvia

    Every KIVÉ piece is carefully handmade in our private studio in Riga, Latvia. As each item is created specifically for its wearer, please allow a production window of 1–2 weeks before your order is dispatched. Our creation process begins immediately once your order is finalized and payment is confirmed.


    Worldwide Shipping

    We offer several secure, tracked shipping methods to ensure your boutique experience continues until it reaches your door.

    • Latvia & Europe: Omniva Parcel Terminals, DPD Pickup Points, and Latvijas Pasts.

    • International: FedEx (Express) and Latvijas Pasts (Registered).


    Estimated Delivery Times (After Dispatch):


    RegionDelivery Window
    Latvia1–5 Business Days
    Europe5–15 Business Days
    USA & Canada10–25 Business Days
    Rest of World15–30 Business Days

    Note: Delivery times are approximate. While we monitor every shipment, KIVÉ is not responsible for delays caused by customs procedures, extreme weather, or local postal service disruptions.


    Shipping Terms & Liability


    • Tracking: All orders include a tracking number, sent to your email upon dispatch.

    • Delivery Status: An order is legally considered delivered once the carrier tracking status shows “Delivered.” For high-value orders, we recommend contacting us to request a 'Signature Required' service.

    • Address Accuracy: It is the client’s responsibility to provide a correct and secure shipping address. KIVÉ is not liable for lost shipments due to incorrect address entry.


    Customs, Duties & Taxes

    International orders may be subject to local import duties or VAT. These charges are the full responsibility of the client. If a shipment is refused due to customs fees, the order and shipping costs are non-refundable.



    2. THE KIVÉ FIT PROMISE


    We want your KIVÉ lingerie to feel like a second skin. Because our items are made-to-order, we do not accept standard returns for fit or size errors.


    Our Commitment to You:


    To ensure a perfect fit, we encourage a Complimentary Size Consultation before you order. Simply message us with your measurements, and our atelier will guide you.

    If you consulted with us regarding your measurements and the fit is still not correct, we offer a one-time Priority Size Adjustment at a significantly reduced 'remake' fee.



    3. RETURNS & REFUNDS


    Every KIVÉ piece is cut and sewn by hand after you order it. We want it to be right — and if it isn't, here is exactly how returns work. This policy follows EU Directive 2011/83/EU and the Latvian Consumer Rights Protection Law.

    1. Your 14-day right of return

    You may return your order within 14 days of delivery, for any reason — including a simple change of mind. You don't need to justify it.

    How the timeline works:

    • You have 14 days from the day you receive your order to tell us you're returning it.
    • Once you've told us, you have another 14 days to ship the item back.

    To start a return, email kive.lingerie@kivelingerie.com with your order number. We'll reply with return instructions and the return address. You may also use the model withdrawal form at the bottom of this page, but a simple email is enough.

    2. Hygiene & condition requirements

    Lingerie is intimate by nature, so we hold returns to strict hygiene standards — for the protection of every customer.

    For a return to be accepted, the item must be:

    • Unworn and unwashed, tried on only over your own clean underwear
    • Free of any scent (perfume, detergent, body products) and free of marks, makeup, or signs of skin contact
    • Returned with all original tags attached and hygiene seals intact

    Items that arrive worn, washed, scented, or marked cannot be resold. In such cases we may reduce the refund to reflect the diminished value of the item, or decline the return where the law permits (see panties below), and send the item back to you.

    3. Items that cannot be returned

    • Panties and thongs, once the hygiene seal is broken. Every pair ships in sealed hygiene packaging. If the seal is intact, the 14-day return right applies as normal; once it is broken, the item cannot be returned for health protection reasons (Art. 16(e), Directive 2011/83/EU).
    • One-piece swimsuits, swimwear bottoms, and bodysuits, once the protective hygiene liner has been removed or damaged. These items ship with a hygiene liner in place over the gusset. Try them on over your own clean underwear and leave the liner untouched — if the liner is intact, the 14-day return right applies as normal; once it has been removed or damaged, the item cannot be returned for health protection reasons (Art. 16(e), Directive 2011/83/EU).
    • Custom and bespoke pieces — items sewn to your individual measurements or personalized at your request (Art. 16(c)). Our standard-size made-to-order pieces are not custom pieces and can be returned as normal.
    • Digital products (PDF guides and downloads), once you have accessed the download, where you consented to this at checkout.

    Sale and archive items may be returned under the same 14-day policy as full-price items. Please note that color variations due to screen settings are normal and do not qualify as a defect.

    4. The return process

    1. Email us first at kive.lingerie@kivelingerie.com within 14 days of delivery, with your order number. We'll send you the return address and instructions.
    2. Ship the item back within 14 days of notifying us. Return shipping costs are your responsibility, unless the item was faulty or we sent the wrong item.
    3. Use a tracked service. We strongly recommend it — the parcel is your responsibility until it reaches us, and we cannot refund returns lost in transit without proof of shipment.
    4. Inspection and refund. Once your return arrives and passes hygiene inspection, we'll process your refund — within 14 days of receiving the item at the latest, and usually within 5–10 business days.

    Refunds go to your original payment method and include the item price plus our standard delivery charge if you return the entire order. (If you chose a faster delivery option than our standard one, we refund the standard rate. If you return only part of an order, delivery charges are not refunded.)

    5. Damaged, incomplete, or incorrect items

    Every piece passes through quality control before it ships. But hands make things, and if something slipped through — a damaged item, a missing piece, or the wrong item entirely — we'll make it right with a replacement or a full refund, including all shipping costs.

    • Contact us as soon as possible, ideally within 48 hours of delivery, so we can resolve it quickly.
    • Include your order number, a description of the issue, and clear photos.
    • We'll send you a prepaid return label for the original item.

    This is in addition to your legal guarantee: under EU law, you are covered against manufacturing defects for 2 years from delivery.

    6. Exchanges

    Because every piece is made to order, we don't hold stock to exchange from. If you'd like a different size or color, the fastest route is to return the original item under this policy and place a new order — your new piece goes into production right away, instead of waiting for the return to arrive.

    If you're unsure about sizing before you order, use our Find My Fit tool or write to us — helping you get the fit right the first time is what we'd rather do.



    5. GIFT CARDS

    KIVÉ Gift Cards are non-refundable, cannot be exchanged for cash, and expire one year from the date of purchase unless otherwise stated.