1. How do I determine my shoe size?

Please refer to the shoes' sizing chart below:

Asia/EU CM
34 21
35 22
36 23
37 23.5
38 24
39 24.5
40 25

2. How do I make a return?

If you are not happy with your purchase, we will accept a return of unused product (s) within 10 calendar days from the order delivery date.

Please submit a return request at us at returns@kaia-nines.com using the subject ‘request return – order number’.

You can return the product(s) by mailing it to the following address with the actual receipt of purchase:

  • Kaia Nines – Attn: Returns & Exchanges

  • 28, Lorong Cengkeh Indah 2,
  • Taman Cengkeh Indah,
  • 13400 Butterworth Penang.

Returned products must be delivered to us unused, in original packaging and in the condition they were received or may not be eligible for refund. To prevent any scratches to the soles, shoes must be tried over a carpeted surface. All goods will be inspected on return.


3. How do I make an exchange?

We will only accept exchange request for defective or wrong product(s) received in your online order.

All exchange must be made within 10 days from receiving your order.

Please contact us at returns@kaia-nines.com using the subject ‘request exchange – order number’. Our team will assist you with the exchange process

An exchange is subject to stock availability and we reserve the right to give you a credit voucher


4. When will my order be processed?

Orders placed will be processed and shipped within 48 hours. Once your order has shipped, you will receive an automated email containing tracking information

Orders placed on weekends or holidays will be processed and shipped on the following business day


5. What is your shipping policy?

We offer free domestic shipping within Malaysia. It is estimated that your product (s) will be delivered within 3-7 working days

Unfortunately we are only able to deliver within Malaysia for the time being. We are working on expanding our sales internationally. Please contact us at marketing@kaia-nines.com to let us know your interest in our products


6. How would I know if my order is successful?

Once payment is confirmed, you'll receive an email confirmation with order number. Please reach out to us at admin@kaia-nines.com if you have any other doubts.


7. How do I order and out of stock product?

If a product is out of stock, please click on ‘notify me when back in stock’ button to let us know your interest in the out of stock product. You’ll receive an email notification if the product is restocked or available for backorders. We do not necessarily restock the product due to various reasons such as demand and manufacturer’s availability.


8. What if I ordered a wrong size or color?

We only offer exchange if the product is defective or incorrectly shipped to you. However, you may submit a return request and reorder the correct size or color.


9. How would I know if my order is successful?

You'll receive a confirmation email with order number after payment is made successfully. If you still have doubt, please contact us at admin@kaia-nines.com.