Q: What are the conditions for making a return?

You can request a return within 30 days f rom the delivery date of your order. The product must be: ✔ New and never worn, only tried on. ✔ Not washed. ✔ With the original tag still attached. ✔ Free of accidental damage. ✔ Without defects (if the product is faulty, we recommend opening a claim). What happens if the return does not meet these conditions? If the return does not comply with the above requirements, it will be rejected by our returns department. In that case, you will be responsible for collecting the product and will not be entitled to a refund. Can I exchange a product? At the moment, we do not offer exchanges. If you want a different size or color, we recommend returning the purchased item and placing a new order.

Question 1

What are the standard shipping and delivery times for my package?

Accepted Answer

We strive to pack and ship your order as quickly as possible, usually within 1–2 business days. Delivery typically takes place within 3–5 business days.

⚠️ Please note: Severe weather conditions, public holidays, peak seasons, and incorrect delivery information may cause shipping delays.

Question 2

Where will my order be shipped from?

Accepted Answer

Orders may be shipped, depending on availability, from:

Central warehouse, Turin
Retail stores located throughout Italy

The shipping location of your order may affect the carrier used and the delivery time. For this reason, you may receive your order in multiple shipments. Don’t worry — you’ll receive all the details via email.

Question 3

How much does delivery cost?

Accepted Answer

Shipping is free for orders equal to or over € 159,00 .

For orders below € 159,00 we will charge you €7.00 within Italy, €9.90 within Europe.

Question 4

Which countries do you ship to?

Accepted Answer

The countries we ship to and accept returns from are as follows:

European Union (EU): Austria, Belgium, Bulgaria, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Finland, Germany, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Principality of Monaco, Portugal, Poland, Romania, Slovakia, Slovenia, Spain, Sweden.

United States (USA): Only for users with a registered USA profile.

Excluded areas: Duty-free zones (such as Livigno, Campione d'Italia, Channel Islands, Gibraltar, Canary Islands, Vatican City, etc.) and countries not listed above.

Delivery restrictions apply to: P.O. boxes, post offices, hotels, or similar organizations, unless the recipient is employed at the location.

Orders placed to such addresses will be automatically canceled.

Question 5

Can I request delivery to a pick-up point/locker/post office?

Accepted Answer

Order delivery is only available to private addresses or workplaces.

It is not possible to request delivery to pick-up points, lockers, or post offices, whether public or private, as this option is not available at checkout.

Question 6

Some products on the website are shipped from physical stores. How does it work?

Accepted Answer

Orders placed on our website may also be shipped from our physical stores in Italy.

The only difference between an order shipped from our warehouse and one shipped from a store is the presence of a sales receipt issued by the store.

Thanks to this receipt, you can go to one of our stores in Italy to request an exchange, following the instructions on the receipt itself.

⚠ Products exchanged in-store can no longer be returned online.

⚠ It is not possible to know in advance where a product or order will be shipped from.

Question 7

Which courier will deliver my order?

Accepted Answer

The courier in charge of the delivery is assigned based on the shipping origin and the destination of the order.

We work with the following couriers:

SDA Express Courier SPA
GLS Italy
BRT Corriere Espresso
TNT Express (currently transitioning to FedEx)
DHL International

Question 8

Can I pick up my order in store?

Accepted Answer

Picking up your order in store is easy!

1. Add the item to your cart.

2. Before checkout, select the 'Pickup' option under 'Delivery Method'.

3. If the option is available for the selected items, you’ll be able to confirm in-store pickup.

⚠ The in-store pickup service is only available at participating stores in Italy.

Question 9

How can I track my order?

Accepted Answer

You have three options to track your shipment:

1. Via email: use the link provided in your shipping confirmation email.

2. From your Account Area: if you have an account, you can monitor the shipment directly from your profile.

3. By clicking here.

Question 10

What are the conditions for making a return?

Accepted Answer

You can request a return within 30 days from the delivery date of your order.

The product must be:

✔ New and never worn, only tried on.

✔ Not washed.

✔ With the original tag still attached.

✔ Free of accidental damage.

✔ Without defects (if the product is faulty, we recommend opening a claim).

What happens if the return does not meet these conditions?

If the return does not comply with the above requirements, it will be rejected by our returns department.

In that case, you will be responsible for collecting the product and will not be entitled to a refund.

Can I exchange a product?

At the moment, we do not offer exchanges. If you want a different size or color, we recommend returning the purchased item and placing a new order.

Question 11

How can I request a return?

Accepted Answer

If you have an account on our website:

1️⃣ Log in to your account and click on the Returns section.

2️⃣ In the Eligible for Return section, you’ll see all orders that are still within the return window.

3️⃣ Click on the relevant order to start your return request.

If you don’t have an account:

🔹 Go to the Returns section at the bottom of the website.

🔹 Enter your order number (with or without the # or -) and either the shipping address ZIP code or the email associated with the order.

Return process

Once you’ve started the request, you will be asked to:

✅ Select the reason for the return (you can also upload images and leave a comment).

✅ Choose your preferred return solution (currently, only refunds to the original payment method are available).

✅ Select the return shipping method:

🔹Free options: Return via TNT or UPS label or in-store return.

🔹Paid option: Ship the return using a courier of your choice.

📩 Depending on the selected method, you will receive an email with instructions for shipping or returning your item.

⚠ The return must be shipped within 14 days from the date of the request.

If you're ready to start the return process, click here.

Question 12

What are the return procedures?

Accepted Answer

The return can be free or paid, depending on the option selected during the return request:

✅ If you choose the free return label shipping option:
You will receive a prepaid label via TNT/FedEx (Italy) or UPS (abroad).

💰 If you choose to ship with a courier of your choice:
Shipping costs are at your own expense.

You may use any courier you prefer.

The return address is:
BasicItalia - Strada Cebrosa 106, 10156 Turin (TO), Italy

🏬 If you choose to return the product in-store:
Bring the package to a store of the group. You will not receive a return label, only instructions to complete the process.

(This option is available only in Italy)

Find the nearest store.

Question 13

From which countries can I make a return?

Accepted Answer

We only accept returns from the following European Union (EU) countries:
🇦🇹 Austria, 🇧🇪 Belgium, 🇧🇬 Bulgaria, 🇨🇾 Cyprus, 🇭🇷 Croatia, 🇨🇿 Czech Republic, 🇩🇰 Denmark, 🇪🇪 Estonia, 🇫🇮 Finland, 🇩🇪 Germany, 🇫🇷 France, 🇬🇷 Greece, 🇭🇺 Hungary, 🇮🇪 Ireland, 🇮🇹 Italy, 🇱🇻 Latvia, 🇱🇹 Lithuania, 🇱🇺 Luxembourg, 🇲🇹 Malta, 🇳🇱 Netherlands, 🇲🇨 Monaco, 🇵🇹 Portugal, 🇵🇱 Poland, 🇷🇴 Romania, 🇸🇰 Slovakia, 🇸🇮 Slovenia, 🇪🇸 Spain, 🇸🇪 Sweden.

🚫 We do not accept returns from:

Duty-free or tax-free zones such as Livigno, Campione d’Italia, Channel Islands, Gibraltar, Canary Islands, Vatican City.
Countries not listed above.

Question 14

When will I receive my refund?

Accepted Answer

The refund will be processed within 14 days from the date the package is delivered to the warehouse.

The refund will be credited to the payment method used during the purchase. You will receive an email notification as soon as the refund is issued.

We are committed to processing the refund as quickly as possible, after verifying that the returned products meet the return conditions.

How to track your return

If you have an account: You can track the return status directly in your account area. Go to the RETURNS section, select the order, and click TRACK RETURN.

If you do not have an account: You can monitor the return shipment using the shipping number provided. Enter the number on the carrier's website to check the status.

Question 15

How will I receive the refund?

Accepted Answer

The refund will be processed exclusively to the payment method used during the purchase.

Credit/debit card: If you paid with a card, you will receive the refund within 5-10 business days, depending on your bank’s processing times.

PayPal: If you used PayPal, the refund will be credited directly to your PayPal account.

For questions related to orders made with the "Pay in 3 installments" option via PayPal or Klarna, please contact their customer service directly.

Refund Amount

The refunded amount will be calculated after any discounts applied at the time of purchase. For example, if you purchase an item for €100.00 with a 10% discount, you will receive a refund of €90.00 (not the full €100.00).

Shipping Costs

Shipping costs will only be refunded in case of a full order return. In case of a partial return, shipping costs will not be refunded.

Important Note: It is not possible to request a refund to a payment method different from the one used for the purchase.

Question 16

My card is expired/blocked/disposable: how will I get my refund?

Accepted Answer

If you used a disposable card or if your card has expired, been blocked, or lost, we recommend that you contact your bank to inform them that you are expecting a refund.

Even if the card can no longer be used for payments due to the above reasons, it can usually still receive incoming transactions for up to 6 months from the date of issue.

Your bank will advise you on how the refund will be processed, which may include redirecting the transaction, issuing a check, or other methods.

Important note: It is not possible to request a refund to a different payment method than the one used for the purchase.

Question 17

Can I change my order or shipping address?

Accepted Answer

Unfortunately, once confirmed, the order cannot be modified in any way. If you wish to make changes, you will need to place a new order. Alternatively, you have the following options:

Cancel the order: The cancellation window is very short, so it's important to act quickly.
Refuse the order at the time of delivery.
Accept the delivery and then proceed with a return through our dedicated return portal.

Question 18

How can I cancel my order?

Accepted Answer

The time frame to cancel an order is limited.

If you have an account, follow these steps:

1. Log into your account and go to the Orders section.

2. Click on Order Details for the order you wish to cancel.

3. Click on Cancel Order. The CANCEL ORDER button will appear.

If you see the message "this order can no longer be canceled" and the button is not clickable, it means the cancellation window has expired, and neither you nor Customer Service can cancel it.

If you do not have an account, follow these steps:

Open your order confirmation email and click on "View my order".

A page with the order details will open, and at the bottom you’ll find the "Cancel Order" button.

If you do not see the button, it means it’s too late to cancel the order.

Question 19

I haven't received the confirmation email. What should I do?

Accepted Answer

If you haven’t received the order confirmation email, it could be due to one of the following reasons:

Incorrect email address: You may have entered an invalid email address or made a typo during checkout.

Unsuccessful payment: In some cases, the transaction may have been pre-authorized (often shown as "pending"), meaning the amount was not actually charged. We recommend checking with your bank or card issuer for more details.

Before contacting us, please check your junk or spam folder to ensure the confirmation email hasn’t been filtered there.

If you need help, feel free to contact us so we can check what happened and assist you accordingly!

Question 20

I didn’t receive my package and it was returned to your warehouse. What should I do?

Accepted Answer

Packages may be returned to the sender for various reasons, such as repeated failed delivery attempts, missing delivery information, or courier errors. Due to the high volume of operations in our warehouse, we cannot reship an order that has been returned.

Once the package is received in our warehouse, we will proceed with the refund. Please allow up to 14 business days for the refund process to be completed. If you haven't received your refund within this period, contact our Customer Service for assistance.

Question 21

The order shows as delivered, but I haven't received it. What should I do?

Accepted Answer

We recommend that you first check with your neighbors or others who might have received the package by mistake. In some cases, couriers leave packages in different locations or hand them over to someone else for delivery.

If after checking you still cannot find the package, please contact us, and we will do our best to help resolve the situation.

Question 22

What should I do if I received a defective item?

Accepted Answer

If you have found defects in one or more items ordered, you can proceed with a return request by clicking here and selecting the reason "Item damaged / Damaged item".

To speed up the handling of your request, we ask that you attach photographs (up to 6), including:

A photo of the internal label
A photo of the item showing it in full
A photo highlighting the defect found

⚠ Important: We do not offer exchanges for items. If you would like a different product, you will need to make a new purchase.

Question 23

I received the wrong product

Accepted Answer

If you have received an incorrect product (color, size, different product than ordered), you can request a return within 30 days of receiving it.

During the return procedure, select "different from described" and then "item different from ordered" as the reasons.

Question 24

I haven't received all the items. What should I do?

Accepted Answer

Your order may have been split into multiple shipments, so the missing products will arrive separately.

If you have an account:

1. Log into your account.

2. Go to the Orders section and select the order of interest.

3. Click on Details to view the list of products and their respective shipments.

4. By clicking TRACK, you can follow the shipment status.

If you don't have an account, no problem!

You will receive a confirmation email for each shipment with the corresponding tracking number.

If you need assistance, please contact us!

Question 25

My order is on hold. How can I release the shipment?

Accepted Answer

If the courier is unable to deliver the package, the shipment will be placed on hold. This can happen for several reasons:

Incorrect address (e.g., missing name on the intercom, wrong house number, incorrect ZIP code).
Recipient absent at the time of delivery.

Don’t worry, you can still receive your order!

To provide us with the correct details, follow these steps:

1. Click on "Contact Us".

2. Select "Release the shipment hold" as the subject.

3. Provide your full address in the following format:

First and Last Name (as indicated on the intercom)

Street and house number

ZIP code, City, Province

Phone number

Important: If you want the package delivered to a store or company, it’s essential to provide the name or business name.

Contact us as soon as possible to release the shipment!

Question 26

My order is delayed. What should I do?

Accepted Answer

We strive to meet delivery times, but sometimes delays may occur, for example, if:

The order was placed during sales or promotions.
The items are coming from a warehouse different from the main one.
The order was placed on a non-working day.
Unexpected issues beyond our control occurred.
The package is on hold.

Tracking not updated?

If the shipment tracking isn’t updated, it could be due to:
The courier has not yet picked up the shipment.
The courier just picked up the shipment, and the system hasn’t registered it yet.

Preparation and delivery times

We prepare your order within 1-2 business days.

Once shipped, delivery occurs within 3 business days.

If you have any questions or need assistance, please contact us!

Question 27

My promo code isn’t working

Accepted Answer

The promo code you entered may not work due to an incorrect input (check that you have entered the right letters and numbers), specific conditions (like minimum spend), or an expiry date. If you continue to experience issues, please contact our support team for assistance.

Question 28

I forgot to use the discount code

Accepted Answer

If you have a discount code and forgot to apply it to your order, unfortunately, it cannot be applied once the payment has been confirmed. Depending on its expiration and validity, you can use it on your next purchase.

Question 29

Did you buy in the shop?

Accepted Answer

In addition to the online store K-Way.com, you can also buy Kappa products in physical locations (in Italy). Our Customer Service cannot, however, help you for these purchases.

Don't worry, you can still get help based on your purchase location:

If you purchased at a single-brand K-Way store, contact the store itself: you can also contact them by e-mail or phone.
If you purchased in a multi-brand store, you must address the retailer who, if the conditions are met, is required by law to provide the end customer with free repair or replacement of the non-compliant product or, if this is not possible, a price reduction or refund (Articles 130, 131, 132 Italian Consumer Code).
If you purchased from an Outlet, you must go to the shop or contact them because they are a separate channel than ours.

⚠ Please note: Note that in order to obtain help with your in-store purchases, you must submit evidence.

Question 30

Which payment methods can I use?

Accepted Answer

You can buy by using the following payment options:

	Credit or debit cards (American Express, Visa, Mastercard)
	PayPal
	Scalapay
	Klarna
	Satispay
	Google Pay
	Apple Pay*

*The Apple Pay payment method will only be available on Mac, iPhone, and iPad.

You can select your preferred payment method during the checkout process, in the "Payment" section.

Attention: We only accept the payment methods shown during checkout.

❌ Not available:

Cash on delivery (COD)
Prepayment via bank transfer

Question 31

Promotional codes, how to get them?

Accepted Answer

Don't miss our promotions!

Discount codes and exclusive offers are sent via newsletter.

Sign up now to receive them in advance! You can easily do this:

Go to the bottom of any page on our website, enter your email in the form, and confirm your subscription.

Question 32

How can I activate a discount code?

Accepted Answer

If you have received a coupon or discount code for your purchases, you can activate it on the checkout screen.

1. After accepting the terms and conditions, click the "Payment" button.

2. On the next screen, enter the received code in the designated box (1) and then click "Apply" (2):

If you have received a coupon or discount code for your purchases, you can activate it on the checkout screen.

1. After accepting the terms and conditions, click the "Payment" button.

2. On the next screen, enter the received code in the designated box (1) and then click "Apply" (2):

Each discount code is unique and has a specific validity period.

Remember, you can get a welcome discount code and additional periodic promotions if you subscribe to our newsletter.

Each discount code is unique and has a specific validity period.

Remember, you can get a welcome discount code and additional periodic promotions if you subscribe to our newsletter.

Question 33

How to use discounts and BasicCard credit?

Accepted Answer

If you have a discount or BasicCard credit, they will be automatically applied during checkout after proceeding from the cart.

How to apply the discount?

1. Select the discount code or available BasicCard balance.

2. Click the "Apply" button next to the chosen option.

⚠ Attention! BasicCard discounts are only visible after logging into the connected account.

Question 34

Are payments safe?

Accepted Answer

Yes. Payments by card will activate secure servers on the website that adhere to SSL security standards. The transfer of card data is completely secure.

Entering sensitive data is done in a completely secure manner, with full guarantees for the customer. The website's security system uses a TCP/IP protocol with 128-bit encryption, certified by VeriSign.

Once the payment details are collected, the bank that issued the card will guide the customer through the international authorization process, and a confirmation will be received to indicate whether the payment was successful or not. (3DS)

Question 35

Can I pay in installments?

Accepted Answer

Yes, it is possible to pay in installments directly on our website.

If you pay with PayPal, you may be offered the option to split the payment; this should be managed directly through the app as the service is provided by PayPal.

If you pay with Klarna, the installment management is also handled directly with Klarna's customer service.

In case of a return for an order paid in installments, for clarification on the refund process, please contact the customer service of the respective service.

⚠ Attention! If you made an installment payment through other platforms (e.g., PayPal, Klarna, Apple Pay, etc.) and need assistance, please contact the service provider.

Question 36

Can I request a non-detailed invoice?

Accepted Answer

Yes, it is possible to request a non-detailed invoice, but only during the purchase.

What to do?

1. Make sure you are logged into your account (if you don’t have one, create it before completing the order).

2. During checkout, in the "Payment" section, click on the appropriate icon to request an invoice.

3. Fill in the form with the required billing details.

Issuance Timing

The invoice will be sent to the company’s fiscal drawer by the 15th day of the month following the purchase.

⚠ Attention! If the invoice is not requested during the order, it cannot be issued later, even by Customer Service.

Question 37

How can I activate my Basic GiftCard?

Accepted Answer

Go to the activation page using this link: [https://activate-privilege.basic.net/gds?shop=QlJJS08=](https://activate-privilege.basic.net/gds?shop=QlJJS08=)

Enter the code in the box, give your consent, and click "ACTIVATE".

On the next page, the profile login form will appear: if you already have an account, you will need to log in.

If you don't have a profile yet, you must create one. Follow the procedure, and once completed, the profile access confirmation message will appear. Click "CONTINUE". You will then be asked to confirm your email; follow the instructions directly from the form.

Question 38

How can I use my corporate discount?

Accepted Answer

If your company has an agreement with our stores, they will have provided you with an activation code.

How to activate it?

1. Go to the activation page: Activate your agreement

2. Enter the provided code, give your consent, and click "ACTIVATE"

3. Log in to your profile. If you don't have one, create one by following the guided procedure.

4. Confirm your email by following the instructions.

BasicCard and Benefits

Activating the agreement will create a BasicCard, our virtual loyalty card, which allows you to:

Track your purchases
Use exclusive discounts and promotions
Access seasonal benefits

⚠ Important: The BasicCard is linked to your email, so make sure to always use the same email to access your benefits!

Question 39

Who am I buying from?

Accepted Answer

You are buying from:

K-Way.com
c/o K-Way S.P.A.
Via Dell'aprica 12
20158 Milano
Italia
P. I.V.A 11606200969

Refashion registered UIN (Unique Identification Number): FR391664_11ANXE

CITEO registered UIN (Unique Identification Number:): FR391664_01SPEB

Registered to the Company Office in Milan.

Every purchase from our sites is regulated by the terms and conditions which we reserve the right to change. Any changes will become effective from the time when they are published on this site.

Question 40

How can I know if an item will be back in stock?

Accepted Answer

To know if an item will be back in stock, simply click on the bell icon on the product page. 🔔

You will receive an email as soon as the product is back in stock!

Question 41

What's the warranty on my items?

Accepted Answer

We guarantee service quality by submitting our products to a high standard of quality control. We guarantee that our products comply with Italian and European Union (EU) standards where applicable.

The warranty covers all products on the market for 2 years. No warranty is waived under the regulations of a different country if you reside in a country outside the EU.

If you have found defects in products purchased online within the last 2 years, please contact us with your order code and attach images of the defect.

⚠ Attention! If you purchased the defective item in a store, you will need to contact the seller directly.

Question 42

Is my product authentic?

Accepted Answer

To verify the product's authenticity, simply scan the QR code on the inside label with your camera (Apple) or a dedicated app (Android).

You are therefore redirected to the online page containing your product's manufacturing details.

If there is no QR code (for example, products from previous collections), you may still use our online tool by entering the Serial Number of the label into the box.

Click here to be redirected to the BasicLabels website, where you may check the authenticity of your product.

Question 43

How to interpret the washing label?

Accepted Answer

Wash

Dry

Iron

If you need further assistance please check the other questions or Contact us