Online shopping

1. Free return in store

If after your purchase at KemonoConcept.com you are not satisfied with an item, you have 7 days after receiving your order to exchange it for another size or request a refund. It is very simple!

Go to our store located in Madrid to make any changes or returns.

2. Deliver the item you wish to exchange or return in cash

In addition, it is important that you indicate on the delivery note the items you want to return or the new size.

If you cannot find the delivery note, access My purchases, select your order and print the 'Return form'. If you do not have an account, enter your email and the number of your order to go to the detail of your purchase.

3. The refund will be made in the same payment method used in the purchase

Keep in mind that, if you return your items in the store, the data of your return will be sent to our headquarters from where the refund will be made in the same payment method used in the purchase.


In case you prefer another size, you can request it at the time of making the return. To do this, indicate on the delivery note the item you want to change and the new size.

• If this size is not available, we will refund the amount of that item.• If you prefer to change your garment for another model or color, you will have to return the item and place a new order.

• Custom garments and accessories CANNOT be changed or returned.

Conditions of returns

In making changes and returns you have to know that:
• Returned items must be in the same condition as when you received them.
• Custom garments and accessories cannot be changed or returned.
• For reasons of hygiene, panties and culottes wear a protective device that prevents them from being tested or worn. If you want to return this type of items, it is essential that you keep the label and the protection device.
• As soon as we receive your package, we will verify the status of the items and make the change of size or the refund of the returned garments. Keep in mind that, in the case of returns by postal mail, Mango will not accept shipments due or cash on delivery and that shipping and return costs will not be paid.

Right of withdrawal

Customers in the European Union have 7 calendar days, from the date of receipt of their order, to cancel their purchase made in KemonoConcept.
If you wish to exercise your right of withdrawal, it is necessary that you notify us through a letter or this withdrawal form that you will have to send by email or post.

Customer Service Department
Germany Street, 3
C.P. 28939 Arroyomolinos
Madrid (Spain)

Tel .: 660 464 622


·        We remind you that you should not provide your card details through email or social networks.

·        After communicating your intention to exercise the right of withdrawal of the order, you will have another 7 additional days to return it.
• You can make your return in our store, by mail.
• If you receive sealed underwear, keep in mind that you will not be able to exercise your right of withdrawal once unsealed.
• In this case, the term for reimbursement will be a maximum of 14 calendar days from the withdrawal.
• We will refund the total amount of the purchase and the original shipping costs (standard shipping only).

·        Package return costs will not be refunded.


The deadline for reimbursement can range from 3 to 12 working days since we receive your return in our warehouses. As soon as we verify the status of the items returned, we will send you an email to inform you. Remember that the payment will be made in the same payment method used in the purchase.

Have you made the payment by bank transfer? In this case, we will need your IBAN code to make the refund. To do this, access your data through the My purchases section in the order detail. As soon as we receive this information, we will make the return. Remember that the IBAN code must belong to a bank in the country to which the order is sent.

If you have received an item with defect or that does not correspond to the purchase and you decide to return it by mail, remember to include in the package the proof of the shipping costs to our offices. As soon as we verify the condition of the garments, we will pay you the amount of the returned items and the corresponding shipping and return costs.

Please note that transportation reimbursement will be made after payment of the items.

Shopping in KemonoConcept stores


  • KemonoConcept, offers changes and returns of brand-new items for 7 days from the date of purchase. For this, it is essential to present the original proof of purchase and that the articles bear the original labels intact.
  • For reasons of hygiene, changes or returns of bath articles, underwear, underwear, body accessories are not accepted, as well as any product that may be subject to contact with mouth or external agents (teethers, bottles, game accessories).
  • Changes or returns of custom items or arrangements are not accepted.
  • The gift ticket only allows changes.
  • Changes and returns are made in the same form of payment used for the purchase. In the event that the purchase has been made with a bank card, it will be essential that the holder submits the original proof of purchase and the receipt of the operation.
  • In case of return or exchange for another item, the amount of the KemonoConcept Card coupon or gift card will not be refunded.
  • We have gift cards.
  • These conditions do not apply in the OUTLET section.
  • This guarantee is additional to the rights granted by law to consumers.
  • Our establishment has claim sheets.


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