Frequently asked questions

General questions

How to track your order?

We strive to process and ship orders within 24-48 hours of placing them.

Once your order has been shipped, you will receive an email with tracking information. This email will contain all the details you need to track the status of your order.

Use the tracking information provided and track your shipment via our delivery partner's website.

How long will it take for me to receive my order?

Omniva POSTAL MACHINES 3-5 days.

Delivery times are approximate and may take longer depending on location.

Each purchased item may be delivered at a different time (depending on the quantity of items available and production times). Preliminary delivery times will be indicated in your order confirmation.

How long does the refund process take?

Once the returned goods reach our warehouse, the refund will be processed within 10 business days.

The tracking number provided by your chosen courier will allow you to track the progress of your return and find out when your shipment has reached our warehouse. From this moment, the 10 business day refund processing period begins.

You will receive a notification when the refund is completed.

Please note that it may take up to 3 days for the funds to appear in your bank account. If you do not receive the funds within this period, please contact us by email at hello@kalitennis.com.

What is your return policy?

We apply a 14-day return period during which the customer can return the goods without any reason.

This period starts from the date of receipt of the goods. Please note that returned goods must be sent back within this 14-day period.

Return conditions:

All returned items must be unworn and in perfect condition, with all tags attached.

KÀLI does not offer refunds for items purchased during sales. These items can only be exchanged for another item from the collection or for store credit.

Shipping costs are non-refundable.

How to make a refund?

Returns are easy! Here's what you need to do:

  1. Within 14 days of receiving your order, please send an email to hello@kalitennis.com and let us know that you would like to exchange one or more items.
  2. Our team will provide you with return instructions immediately.
  3. Follow the instructions provided to complete the return process.

Can I change or cancel my order?

As we strive to process orders as quickly as possible, any changes or cancellations must be submitted within 12 hours of placing your order. Requests after this time will be rejected. Once you receive your order, you can return it for a full refund.

What payment methods can I use?

We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:

Credit or Debit Cards: We accept major credit and debit cards, including Visa, Mastercard.

PayPal: You can use your PayPal account to shop on our website for convenience and security.

Mobile payment services: Depending on your location, we may accept mobile payment services such as Apple Pay, Shop Pay, and Google Pay.

Gift cards or store credit: If you have a gift card or store credit issued by us, you can use it to pay for your purchases.

Please note that the availability of payment methods may vary depending on your location and the product you choose. If you have any questions about payment methods or need assistance with your payment, please feel free to contact our customer service team.

Product

How to choose the right size?

We know how important it is for a dress to fit perfectly for both tennis and leisure. We recommend that you follow our size chart, which can be found in the description of each product. If you have any questions about sizing, you can contact our customer service team. IG @kali-tennis

What should I do if the item I want to purchase is sold out?

If the item you want is out of stock, we suggest you sign up for the waiting list. We will notify you by email as soon as the item is back in stock.

How to care for your KÀLI dress?

Check the care label : Always check the care label before washing, as each fabric may have different washing instructions.

Wash in cold water : To prevent shrinkage and color fading, wash your dress in cold water. Cold water is also gentler on fabrics and helps maintain their structure.

Use a mild detergent : Use a mild detergent that is suitable for your fabric. Avoid using bleach or harsh chemicals, especially on delicate fabrics.

Turn the dress inside out : Turn the dress inside out before washing to protect the outer surface and reduce friction during washing.

Wash on a gentle cycle : If you use a washing machine, select a gentle or delicate cycle to protect the fabric and reduce wear and tear.

Drying : After washing, it is best to dry the dress laid out flat or hung on a dryer. If using a dryer, select a low temperature to avoid fabric damage and shrinkage.

Do you offer gift certificates?

To purchase a gift certificate, visit our website and go to the gift certificate section. From there, you can select the desired gift certificate amount and add it to your shopping cart.

During checkout, you will be able to provide the recipient's email address and, if desired, add a personal message to send the gift card directly to the recipient.

There is also the option to receive a physical gift voucher.

Once the order is complete, the gift certificate will be electronically sent to the recipient's email along with instructions on how to use it. Recipients will be able to use the gift certificate and shop on our website.

Do you offer a warranty on your products?

We stand by the quality of our products and strive to quickly address any issues or concerns.

Our warranties generally cover manufacturing defects and workmanship issues within a specified period from the date of purchase.

However, please note that warranty terms may vary depending on the product.

Orders and Delivery

How to track your order?

We aim to process and ship orders within 24-48 hours of your order being placed. Once your order has been shipped, you will receive an email with tracking information. Once you receive this email, you will be able to track the progress of your shipment using the tracking information provided on our delivery partner's website.

How long will it take for me to receive my order?

Omniva POSTAL MACHINES 3-5 days.

Delivery times are approximate and may take longer depending on location.

Each purchased item may be delivered at a different time (depending on the quantity of items available and production times). Preliminary delivery times will be indicated in your order confirmation.

How much does delivery cost?

Our delivery prices are calculated based on the delivery location and total order value. Here's what you should know about our delivery prices:

Domestic delivery (Lithuania):

  • Orders in Lithuania receive free shipping if the purchase amount exceeds €100.
  • Orders below this limit are subject to a flat delivery fee of €3.50.

Where do you ship orders from?

We ship orders from Vilnius.

Can I change or cancel my order?

As we strive to process orders as quickly as possible, any changes or cancellations must be submitted within 12 hours of placing your order. Requests after this time will be rejected. Once you receive your order, you can return it for a full refund.

How to use a gift voucher?

During the checkout process, you will have the option to enter your gift card or coupon code in the box provided. After entering the code, click or tap the "Apply" button to redeem your gift card or coupon. The total amount will be adjusted accordingly. Once your gift card or coupon has been successfully applied, continue with your checkout as usual. Review your order details, enter any additional information required, and complete your purchase.

If you have any difficulties trying to redeem your gift card or coupon, please feel free to contact our customer service team for assistance. We are here to ensure a smooth and enjoyable shopping experience for you.

When will my order be processed?

All orders are processed and shipped from our warehouse. During holidays and sales, order processing may take longer. Orders are processed Monday through Friday. Orders take 1-3 business days to process from the time you place your order, and are shipped the next day after processing. Please note that we do not ship on weekends.

My tracking information shows that my order has been delivered, but I haven't received it?

If your tracking information shows that your order has been delivered but you haven't received it, follow these steps:

  1. Check delivery location : Double-check that you entered the correct delivery address when ordering. Sometimes packages can be left with neighbors, at the reception, or other locations on your property.
  2. Look for delivery notices : Check to see if any delivery notices have been left by the courier. Sometimes couriers leave packages in secure locations or at the reception desk if you are unavailable.
  3. Contact the courier : Contact the courier listed in the tracking information. Provide your tracking number and explain the situation. They will be able to provide additional information about the delivery or start an investigation.
  4. Contact Customer Service : If you still cannot find your shipment after following the steps above, please contact our customer service team. Provide your order information and tracking details. We will help you resolve the issue and ensure that you receive your order as soon as possible.
  5. File a claim : In some cases, if a shipment is marked as delivered but you do not receive it, you may need to file a claim with the courier. Our customer service team will assist you with this process and provide you with all the necessary documentation.

Rest assured, we are here to help resolve any delivery issues and ensure you receive your order. Please do not hesitate to contact us for assistance.

I entered the wrong delivery address, what can I do?

If you realize the error shortly after placing your order, please contact our customer service team immediately. The sooner you contact us, the better the chance that we can correct the address before your order ships.

If your order has already been processed or shipped and you are unable to update your address through our customer service team, please contact your shipping provider directly. Depending on the courier's policy, you may be able to request that your shipment be redirected or rerouted to the correct address. This often incurs an additional fee and is subject to confirmation by the courier.

To avoid similar problems in the future, please check your shipping address carefully before completing your order. Make sure all details, including apartment numbers, street names, and postal codes, are correct.

I haven't received my order confirmation, what can I do?

You will receive an order confirmation via email immediately after placing your order. This email will include your order number (which must be at least 6 digits long), a summary of your order, and your shipping address.

Sometimes order confirmation emails can accidentally end up in your spam or junk folder. Please check these folders in your email account to see if the confirmation email is there.

If you have checked your spam folder, waited a while, checked your email address, but still have not received your order confirmation, please contact our customer service team. Provide them with your order details, including your full name and order number, and they will help you check the status of your order and, if necessary, resend a confirmation email.

Returns and Exchanges

Can I return the product if it doesn't fit me?

Yes, you can return the item within 14 days of receiving it, as long as it is unworn, unwashed and has the original tags attached. The return policy and process are detailed in our Return Policy.

How can I make a return or exchange?

Returning or exchanging a product is very simple.

Within 14 days of receiving your order, please send an email to hello@kalitennis.com and indicate that you would like to exchange one or more items. We will send you return instructions immediately. :)

What are the return costs?

Return costs may vary depending on your location and the reason for the return. We recommend using a trackable shipping method from a reliable carrier to ensure your return reaches us safely. Please note that return costs are non-refundable. For more information on return shipping and costs, please see our returns policy or contact our customer service team.

How long does a refund take?

We make every effort to process returns as quickly as possible. Once your return item arrives at our warehouse, we will process it within 10 business days.

You can use the tracking number you receive with your return shipment to check when your shipment reaches our warehouse.

From then on, the 10 working day period begins.

You will receive a notification when the refund has been processed. Please note that it may take up to 3 days for the refund to appear in your bank account.

Can I make a change?

Yes, you can make an exchange! The first exchange will be free of charge, as we will cover the shipping from our warehouse. For all subsequent exchanges, you will need to pay the shipping costs.

Just follow these steps:

  1. Within 14 days of receiving your order, please send an email to hello@kalitennis.com to initiate the exchange process.
  2. Please indicate the item(s) you wish to exchange and the reason for the exchange.
  3. Our team will provide you with instructions on how to proceed with the exchange process.
  4. Follow the instructions provided to complete the replacement process.
  5. Once we receive your returned item(s), we will process the exchange and ship the replacement item(s) as soon as possible.

How long does it take to exchange an item?

Once your return reaches our warehouse, we will process it within 10 business days. In most cases, your exchange request will be processed within a few days. You will always receive a confirmation email with a tracking number when your new order has been shipped.

What should I do if the item I want to exchange is no longer available?

Please contact our customer service team to find out about your options. We will provide information on when we expect the item to be back in stock or offer alternative options.

What should I do if the product was delivered defective or damaged?

  1. Take a photo of the damaged or defective item.
  2. Send an email to hello@kalitennis.com with a photo of your claim attached. Please include your order number and a brief description of the problem.
  3. Our customer service team will quickly review your message and try to find a solution as soon as possible.

We are committed to ensuring your satisfaction and resolving any issues with your order. Please feel free to contact us if you have any concerns.

What should I do if I don't receive my order?

If you have not received your order within 30 days of its shipment, you are entitled to a refund.

Contacts

How can I contact the customer service team?

If you have any questions, please feel free to contact us, we will be happy to help you.

Our experts are available 7 days a week and will answer all your questions.

hello@kalitennis.com or IG-@kali_tennis

How long should it take for me to receive a response from the customer service team?

Average response time: 24h

Customer service:

We are open: Monday - Friday

Average response time: 24h

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