Frequently Asked Questions


Where does Kala ship?
Kala currently ships to the 50 states and Puerto Rico. You may experience longer delivery times when shipping to Hawaii, Alaska, and Puerto Rico. We are working on bringing Kala everywhere around the world. 

What shipping options do you offer in the US and Puerto Rico?
We offer free standard shipping with on all orders. Please allow 1 to 2 business days for us to receive and process your order. 

How long will it take to receive my order?
Please allow 3 to 7 business days for your order to arrive after it has been dispatched.

When will my order ship?
We ask for 1 to 2 business days for our team to process, pack, and ship your order. Orders placed after 1pm ET are processed the next business day.  Orders placed after 1pm ET on Friday or over the weekend will ship on Monday. 

You’ll get a shipment notification email with a tracking number as soon as your package ships. If you want to double-check on your order status, send us a note.

How long will it take to ship to Alaska, Hawaii, and Puerto Rico?
You might experience a few extra days in shipping timelines. Shipping to Alaska, Hawaii, and Puerto Rico can take about 11-15 business days.

How can I edit my shipping address?
If your order is shipping to an incorrect address, please contact us.


How can I find out more information about a product?
You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by sending us a note.

Where can I find Kala's size guide?
You can view our size guide here.

Gift Cards

How can I redeem a gift card?
Just click the 'Start Shopping' link in the email. Create an account or log in and enter the code. 

How can I pay with a gift card?
Gift cards work like store credit on Once you have applied the gift card to your account, it will automatically apply to your next purchase. If you do not have enough store credit in your account to complete the purchase, you can pay the remaining balance with any of our accepted payment methods.

Returns & Exchanges

How do I place a return or exchange?
We're sorry you didn't love your Kala. Please email with your order number and the products you'd like to exchange or return. We'll take care of the rest.

What’s your return policy?
All returns must be processed within 30 days of receiving the order. Order number must be provided to place a return. We do not accept items that have been worn and do not accept underwear for returns.

You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded. Contact us and we'll help you place the return.

How long does it take to process a return?
Credit card refunds usually take 5-10 business days to appear on your statement.

What should I do if I receive the wrong product?
If you received a product different from the one that you ordered, please at contact us and we’ll be sure to get you the Kala product you ordered!


When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.

Can I remove a saved payment method?
Of course! You can make this change on your Account page.

What forms of payment do you accept?
We accept Visa, MasterCard, American Express, JCB, Discover, Diners Club credit cards or debit cards, and several forms of cryptocurrency, including Bitcoin, Bitcoin Cash, Litcoin, and Ether.

What can I do if my payment is declined?
If your payment didn't go through, check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

Is your card expired?
Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again. If none of these apply, please contact us.

Order Questions

How can I update my order?
Please contact us as soon as possible if you would like to cancel or change your order. We’ll do our best to process your request.

How can I check the status of my order?
You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.

Can I use multiple promo codes at checkout?
You can only use one promo code per order. 

Can I use a promo code on top of another promotion?
You can use a promo code along with free shipping when you spend $100 or more on

Kala FAQ

How are Kala products different from other intimates and apparel brands?
Our intimates reflect our beliefs in sustainability and inclusivity. At Kala, we create truly functional and supportive clothing for all while doing good towards our planet and our fellow humans. 

What size am I in Kala?
At Kala, we have a unique sizing structure. You can find your perfect fit on our size and color chart

When is the next product launching?
We’ll be coming out with new products very soon—sign up to our mailing list with your email address to get the latest updates.

Where can I try Kala intimates in person?
We regularly host Pop Ups in cities across the US. Sign up to our mailing list to be notified when we come to your neck of the woods!