Refund policy

Last updated: August 21, 2026

Every Aiten Kids piece is made in small batches with care, and we want you and your little one to love what arrives. Here's how exchanges and returns work.

Exchange Window

You may request a size exchange within 7 days of the delivery date shown on your tracking confirmation. This applies to domestic (Indonesia) orders — see International Orders below for how this works if you're ordering from outside Indonesia.

Eligibility

To qualify for an exchange, items must be:

• Unworn, unwashed, and unused
• In original condition with all tags attached
• In original packaging where possible
• Accompanied by your order number

Non-Exchangeable / Non-Returnable Items

• Items marked Final Sale or purchased during clearance
• Worn, washed, or altered items
• Items missing original tags
• Gift cards

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or isn't what you ordered, contact us within 48 hours of delivery with your order number and photos of the item, at:

• Email: support@aitenkids.com
• WhatsApp: +62 813 6791 8212
• Instagram: https://www.instagram.com/aitenkids/
• Facebook: https://www.facebook.com/profile.php?id=61593103352803

We'll arrange a replacement, exchange, or refund at no cost to you — including return shipping.

How to Request an Exchange

1. Contact us at support@aitenkids.com or WhatsApp +62 813 6791 8212 or our Facebook or Instagram account with your order number, the item, and reason for exchange.
2. We confirm eligibility and send you instructions and a return address.
3. Ship the item back to us. For customer-requested size exchanges, return shipping is at your own cost.
4. We inspect the item and, once approved, ship your replacement or process your refund.

Please allow up to 5–7 business days from our receipt of the item for inspection and processing.

Return Shipping Costs

Refunds

Because sizing is usually the reason for a return, we handle most requests as exchanges rather than refunds. Refunds to your original payment method (processed via DOKU) are issued when:

• The item is defective, damaged, or incorrect and an exchange isn't possible or wanted, or
• The requested replacement size/color is out of stock

Refunds are processed within 7–14 business days after we approve the return. Original shipping fees are non-refundable unless the return is due to our error. Your bank or payment provider may take a few additional days to reflect the refund.

International Orders

Because return shipping across borders can cost more than the item itself, international orders are handled a little differently:

• Defective, damaged, or incorrect items: contact us within 48 hours of delivery with photos, as above. In most cases, we'll issue a replacement or refund without requiring you to ship the item back to us — we'll let you know which applies to your case.
• Size or preference exchanges: contact us within 72 hours of the delivery date shown on your tracking confirmation. Rather than shipping the item back to us, you keep it, and we'll issue store credit of up to the item's full value (excluding original shipping fees) toward a future order, reflecting the condition of the item and the commercial impact of the exchange. This applies only to international orders — for orders within Indonesia, see the standard Size Exchange terms above.
• Customs duties and import taxes are included in your original DDP shipping fee and are non-refundable, consistent with our shipping fee policy above — except where the return is due to our error.
• Refunds for international orders are issued in the currency you were originally charged in; your bank may apply its own exchange rate for the refund.
  

Order Cancellations

Orders can be cancelled free of charge any time before you receive a shipping confirmation. Contact us as soon as possible with your order number — once an order has shipped, it falls under this return policy instead.

Contact

Aiten Kids

Email: support@aitenkids.com

WhatsApp: +62 813 6791 8212

Instagram: https://ig.me/m/aitenkids

Facebook: https://m.me/61593103352803

This policy is provided in line with Indonesia's Consumer Protection Law (UU No. 8/1999), which entitles buyers to goods that match their description and are free of defects.