FAQ'S

Customer Experience

How can I contact you?

Please complete the Contact Form on our website or send us an email at contact@inakess.com. If you prefer to speak on the telephone, please do not hesitate to call us on +41 43 508 42 85 (Switzerland and international)

Do I need an account to shop with INA KESS?

No, you do not need an account to buy on the INA KESS website. However, we recommend you to make an account because you can check your product history at any time. 

How do I reset my password?

Press on “forgot password” and then enter your email address. Afterwards, you will receive an email to set up a new password. In the email, you can find a button that reads: “reset password”. Press this button and you will be led to a webpage where you can set your new password.

Will my data be safe with you?

Yes, your protection is our concern and we have gone out of our way to ensure that your data is safe with us. We use the most advanced security systems on our website. Please also read our INA KESS Privacy Policy about the protection of your personal data.

Can I reserve a style online?

We aim to provide a fair opportunity to shop our most in-demand styles but as items are often limited, we do not offer reservations online. Please contact our Customer Experience team to reserve a style at our store in Zurich.

How do I place an order in the online shop? 

You can put an item in your basket by clicking on a product, selecting the size, and then pressing the button “ADD TO BAG”. Once you have selected all the items you would like to purchase, you can click on the shopping bag icon on the right-hand side of the menu bar. After checking the overview of your basket you can press the button “CHECKOUT”, where you can enter your personal details. Afterwards, you can click on “CONTINUE TO SHIPPING” and select the shipping method. To finalize your order, you just have to select the payment method and pay the total amount. Once your order is completed, you will then receive an order confirmation via email.

Can I place an order over the phone?

Our Customer Experience Team is happy to assist you with this. You can reach the team at +41 43 508 42 85.

Can I amend or make changes to my INA KESS order after completing the purchase?

It may be possible to add or cancel some items before we prepare your order. Please contact us directly at contact@inakess.com or by phone at +41 43 508 42 85 to check if the order has not already been prepared and sent. The same applies for a change to your shipping address.

Which payment methods do you accept?

Currently we are offering the following methods: PayPal, Klarna, Credit Card and within Switzerland TWINT.

Can I change the currency on the website and can I pay you in another currency?

You can change the currency in the header of the website, which will amend all of the prices and let you see the prices in your local currency. However, regardless of the chosen viewing currency in the online shop, the checkout will always be in Swiss Francs (CHF) for purchases in Switzerland and in EURO for purchases outside of Switzerland.

How can I be sure that you have received my order?

After your purchase has been made, you will be sent an email confirmation with your order details. Your order will be accepted and processed as soon as your payment has been approved and the address details have been verified.For orders outside of the EU, a tracking number from our international shipping service  will be sent via email once the shipment has been dispatched so that you can keep an eye on its progress as it makes its way to you.

DELIVERY, DUTIES AND TAXES

How much will I be charged for shipping?

In Switzerland and EU shipping is free of charge. For our EU customers we also have an express shipping option of 15 EUR. For all other destinations we charge a standard fee of Euro 29. 

Do you offer Same Day delivery?

No, at the moment, this service is not available.

Can I change my delivery address?

When you make a purchase, you may have a different shipping address to your account and payment details. However, once the order has been placed, it will be difficult to change the address as we aim to dispatch all orders very promptly but you are welcome to try by contacting our Customer Experience team.

When will I receive my item and how can I track delivery?

On the INA KESS site, we indicate the expected delivery date and once your order has been dispatched you will receive an email of shipping confirmation. If your package does not arrive within your expectations, you are welcome to contact our customer experience team. As mentioned above, for shipments outside of Europe, we currently use FedEx and a tracking number will be sent to you via email once the shipment has been dispatched.

Will I need to pay duties and taxes?

In Switzerland and the EU there are no duties and taxes to pay. However, for shipments to other destinations, it will depend on the policy of the individual country. 

RETURNS and EXCHANGES

What is INA KESS's returns policy?

We offer a refund on any items returned to us within 14 days of the delivery date, excluding any delivery costs.

To start a return, please contact us at contact@inakess.com with your order number and the reason for your return. If anything is damaged, the styles have been worn or washed or the INA KESS Hangtag is missing, you may not receive your refund.

May I return or exchange my purchases in store?

Of course, our sales representatives will be happy to assist you with a return in our stores and for an exchange it is recommended. However, it is best to contact our Customer Experience team first to make sure a desired exchange item is available.

I want to return my order but I need my invoice for customs clearance. Will it still be included in my order?

Whenever you want to return a style please contact our customer experience team at contact@inakess.com. If an invoice for customs clearance is needed, it will be provided by INA KESS.

Does my order need to be returned in the INA KESS package it arrived in?

No, it is not necessary to use our packaging but the styles being returned need to be packaged well.

When will I receive my refund?

As soon as your purchased styles have been received, they will pass through our return control. If everything is correct, the refund will be made immediately using the payment method originally used for purchase. 

Will delivery costs & duties be refunded when a return is made?

No, these costs are covered by the customer. 

What is the difference between an exchange and a return?

For a return, you will receive a full refund on the purchased styles after these styles pass through our return control. You will be notified of this by email. For an exchange, the returned styles will also be subject to a return control, and when successful, the new styles will be sent immediately to you. Should there be a difference in amount, a credit will be made to your original payment method, and if the new purchase is more expensive, our customer experience team will reach out to you to organize payment. We will also send you an email showing when the exchange has been made to indicate that you can expect your new style shortly. 

What shall I do if I notice a defect in my product?

Please reach out to our Customer Experience team that will look for the most convenient solution for you. 

OUR PRODUCTS

My size is sold out. Are you going to have my size in stock again?

If you want to know when your size is back in stock, go to the respective product page. Select the missing size, click the "JOIN THE WAITLIST" button and enter your email address and the size you need. You will receive an email as soon as your size is back in stock. Not all styles will be reproduced.

What if I am unsure about my purchases?

Our INA KESS team in our Flagship Store in Zurich offers on-site personal shopping as well video/facetime shopping for clients all over the world. Please book an appointment on our website. Go to Contact, and push the pink button - Book Private Shopping - you may select a date and time. A stylist will be available only for you at this time. For video shopping press the Button “INSTANT SHOPPING”. If in doubt, please contact us via email or at +41 43 508 42 85.

SIZE AND FIT

Where can I find size conversion charts?

Size conversion charts are available on our website under Size Guides and further information is also given next to the size selection on every product page. There is also a measurement guide to help you work out your individual measurements.  Due to the four-way stretch feature of the fabrics we use, sizes are generally quite flexible.

What if my item does not fit me?

Please contact our Customer Experience team that will give you some extra advice and help you find the best solution for you.

PRODUCT CARE

How do I wash my INA KESS clothes?

INA KESS styles are made of high quality functional materials that need delicate care. Please use a detergent for delicate fabrics. Our own laundry detergent has proved to be very effective. Do not use a fabric softener and never wash your INA KESS clothes above 40 degrees. Do not wash your INA KESS  clothes with other items that have zippers, or put them into a washing bag. Do not wash clothes by hand or alone in the machine as the gyrations will be too great. After washing do not leave the styles sitting in the washing machine. Hang them up immediately. They will dry quickly. Do not tumble dry. Also please do not iron INA KESS clothes, only steam them if absolutely necessary. Blazers and coats need to be dry cleaned in general due to the shoulder padding. 

How should I wash my white blouses?

Our white blouses are made of high tech functional material. It is best to wash them with a delicate laundry detergent such as ours or one especially for white washing and from time to time add some bile soap because of its powerful natural ingredient. White blouses are particularly sensitive to heat. Due to the beautiful buttons, it is best to put our blouses into a washing bag. Wash white clothes together. Do not under or overfill the washing machine. 

What should I do if I notice a defect in a product?

Please contact our Customer Experience Team as soon as possible and we will do our best to solve this issue. We offer a wide range of tailoring solutions.