Returns & Exchanges
Submit a Return

To start a return, please review the return policy before following these steps:

  1. Log in to your BKIEO account.
  2. Select the order you want to return and initiate the return request. Be sure to clearly state the reason for your return in the notes.
    • If you’re requesting a refund, please specify whether you prefer a refund to your original payment method or store credit. Choosing store credit allows for a faster refund process and makes your next purchase easier.
    • If you’re requesting an exchange, please clearly indicate the product, size, and color you’d like to receive instead.
  3. Once your return request is approved:
    • If you're in a country where we offer return labels (see list below), we will email you a return label and instructions. You should print the label, attach it to your package (cover or remove any old labels), and drop it off with the carrier within 10 business days.
    • If you’re in a country we do not support with return labels, we’ll email you the return address. You must arrange shipping yourself and share the tracking number with us.
Account Login
Return Policy

FIRST ORDER GUARANTEE

Your first order is eligible for our First Order Guarantee. If you’re not satisfied with the fit or style, simply reach out to us via email or live chat, and we’ll help you find a better match. In most cases, we’ll arrange a prompt replacement — and you’ll be eligible for free return shipping. A small reshipping fee will apply for sending the replacement item(s). This guarantee applies to first-time orders and is intended for reasonable, personal use.

RETURN / EXCHANGE CONDITIONS

  • Return requests must be submitted within 30 days of the delivery date.
  • Items must be in their original condition—unworn, unwashed, and undamaged—with all tags, original packaging, and boxes included.
  • Final sale, clearance, and mystery items are non-refundable. Exchange requests are accepted, depending on stock availability.
  • Free gifts are non-returnable.

RETURN SHIPPING & FEES

We currently offer return labels for the following countries: United States, Canada, Australia, Europe, Japan, South Korea, Singapore, and Malaysia. Returns from these regions will be shipped to local return warehouses.

If you're in one of these supported countries, a return label fee of US$7.99 and a 5% restocking fee (based on your order value) will be deducted from your refund. This restocking fee covers special handling and processing, as returned intimate apparel cannot be directly resold due to hygiene reasons.

If your country is not listed above, we are unfortunately unable to provide a return label. You must return the item to our designated warehouse at your own cost. You are responsible for all shipping fees, duties, import taxes, and any associated charges.

EXCHANGES

When submitting your return request, please also indicate which replacement item (style, size, and color) you’d like. We will arrange the shipment of the replacement as soon as your return is on the way.

Alternatively, you can place a new order at the same time you submit your return request. This ensures a smoother and faster exchange process. Your original order will be refunded once the return is received and verified.

REFUND

Refunds are typically processed within 5 business days after your returned item is received and verified at our warehouse, and will be credited to your original payment method.

Please note: Original shipping fees, shipping protection fee, return label fees, and restocking fees (if applicable) will be deducted from your refund.

SPECIAL CASES

  • Order Cancellation: If you wish to cancel your order before it ships, please contact us immediately. A full refund will only be issued if the order has not yet shipped.
  • Damaged or Incorrect Items: If your item arrives damaged, defective, or incorrect, please contact us within 7 days of receipt. We will evaluate the issue and resolve it promptly.
  • Missing Packages: If your shipment status shows “delivered” to the address provided at checkout but you haven’t received it, it is considered a lost or stolen package. BKIEO does not assume responsibility for such cases unless Shipping Protection was purchased at checkout. Please contact us—we will investigate and do our best to assist you in resolving the issue.

CONTACT US

Still have questions? Please feel free to reach out to us via email or live chat. We're always happy to help!