Returns & Exchanges


1. What are the terms and conditions for returns and exchanges?

  • All refund and exchanges can be made within 14 days of receipt.
  • Please include all delivered components. (Components: the baby carrier, sash, and eco-pouch etc.)
  • Return costs associated with misplaced purchase orders or other issues (size/color change) will be the responsibility of the customer.
  • The $14-$18 international shipping rate you pay for your order will not be refunded since the delivery service is completed by DHL.
  • If your original order was eligible for free shipping, $15 will be deducted from your return to cover shipping fees which Konny by Erin Inc. has handled for your benefits. Please understand that delivery & postage fees are not refundable once the delivery is completed. However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.]
  • For return/exchange requests due to problems or defects in the product, we will make a full refund for both the product and shipping, or replace it for the same product, free of charge.

Exchanges or refunds will not be made in the following cases:

  • When components are missing (Components:  the baby carrier, sash, and eco-pouch)
  • The product has been washed
  • There are signs of wear-and-tear found in the product, including modified/altered parts and wrinkles
  • The fabric has been contaminated or has taken on an odor
  • There are dusts and other impurities found on the product
  • The product has returned in an unsellable condition
  • It has been over 14 days from the date of receipt
  • Important Notice: Returns that do not meet these requirements are accepted at the discretion of Konny By Erin Inc. and subject to a $10 return fee.

2. How can I process an exchange?

If you want to exchange for another product, you'll need to return the original item and place a new order. It's a combination of refund + making a new order. You will be reimbursed as soon as your return arrives at our logistics center and meets all the terms and conditions. It can take a few more days for the team to review the return item after its arrival.

  • Step 1. Purchase a new product of your choosing.
  • Step 2. Please fill out the form for returns on the Konny webpage. (Click here!) As soon as you enter the e-mail address and order number for your initial order, we will send you an e-mail where you can find the address to send your returns.
  • Step 3. Pack your return in a parcel and send. Please include all delivered components.
  • Step 4. You will be reimbursed as soon as your return arrives at our logistics center and meets all the terms and conditions. We will send you an e-mail confirming that your refund has been processed after receiving and checking the returned item. Within 5 business days, you will get a refund, excluding the $14-$18 shipping rate, via the same payment method.
  • If your original order was eligible for free shipping, $15 will be deducted from your return to cover shipping fees which Konny by Erin Inc. has handled for your benefits. Please understand that delivery & postage fees are not refundable once the delivery is completed. However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.]

3. How can I get a refund?

To get a refund, you should return the delivered item.

  • Step 1. Please fill out the form for returns on the Konny webpage. (Click here!) As soon as you enter the e-mail address and order number for your initial order, we will send you an e-mail where you can find the address to send your returns.
  • Step 2. Pack your return in a parcel and send. Please include all delivered components.
  • Step 3. You will be reimbursed as soon as your return arrives at our logistics center and meets all the terms and conditions. We will send you an e-mail confirming that your refund has been processed after receiving and checking the returned item. Within 5 business days, you will get a refund, excluding the $14-$18 international shipping rate, via the same payment method.
  • If your original order was eligible for free shipping, $15 will be deducted from your return to cover shipping fees which Konny by Erin Inc. has handled for your benefits. Please understand that delivery & postage fees are not refundable once the delivery is completed. However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.] 

4. My order was over US $100 and offered a free shipping. Why does Konny still charge the original shipping cost for my return?

Returns related to orders that included free shipping will be refunded excluding $15 in order to cover the original shipping fees. Although it is free shipping, Konny still bears the shipping cost of DHL Express for customer benefits. Once the package delivery is completed, delivery & postage fees are not refundable and that’s the amount to be excluded from the reimbursement.

However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.]

Please contact us at help@konnybaby.com for more information.


5. How much is the return fee?

There are no additional fees for a return. However, return shipping is the responsibility of the customer and you will get a refund excluding the original shipping rate.

If your original order was eligible for free shipping, $15 will be deducted from your return to cover shipping fees which Konny by Erin Inc. has handled for your benefits. Please understand that delivery & postage fees are not refundable once the delivery is completed. However, for those who get a free shipping and want to place an exchange order right away, we would happily offer the free shipping privilege for your next order. Please note that it only applies to the refund $15 deducted. [NOTE! Customers have the financial responsibility for returns coming back to us.]

It is also very important that the return parcel should be traceable with the accurate tracking number. Here are the recommended postal price plan on each region:

Region Price 
Hong Kong e-Express Service (HKD 44)
https://www.hongkongpost.hk/en/postage_calculator/index.html
Singapore Small Packets (SGD 12)
https://www.singpost.com/postage-rate
Australia Economy Air (AUD 15)
https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/option/international/AU/KR?fromPostcode=3004

6. Where can I find my refund?

Once you receive the refund confirmation email from us, it can take up to 5 business days for the amount to show up on your bank or credit card statement. Generally refunds are shown as negative amounts on the statement.