Since most of our products, except for the magazine, The Power Within, are printed on demand, we do not keep stock for returns or exchanges. Therefore, we can’t offer free returns or exchanges if you ordered the wrong size or color.

Order Cancellation

If you believe you ordered the wrong product or have changed your mind, you can cancel your order before it’s been fulfilled and shipped.

Please contact us at store@kyivindependent.com with the subject line:

“Order cancellation: [your order number]”

Include:

• The reason for cancellation
• Your order and payment confirmations
  

If your order hasn’t been fulfilled and shipped yet, we’ll cancel it and issue a full refund.

Damaged or Misprinted Products

If your order arrived damaged or misprinted, we’ll offer you a refund or replacement.

Please contact us at store@kyivindependent.com with:

• A description of the issue
• Photos of the product (to identify the damage or misprint)
  

We’ll reach out to find the best solution.

Note: We can only process refund or exchange requests within 30 days after you received the damaged, misprinted, or defective item.

Wrong or Changed Delivery Address

If you notice a mistake in your delivery address, contact us as soon as possible at store@kyivindependent.com using the subject line:
“Request to change shipment address”

If your order has been already fulfilled and shipped, and you want to change the delivery address:

Merchandise: The address can only be updated after the parcel is delivered, returned, and then reshipped.
Magazine: Please contact us at store@kyivindependent.com to request an address change. We will review the case and advise whether the update must be made directly by the recipient or if we can coordinate the change with Nova Post on your behalf.

To avoid issues, ensure the city matches the ZIP code in your address.
For U.S. addresses, you can use the USPS ZIP Code Lookup.

Order and delivery issues

If your order can’t be delivered (due to a wrong address or uncollected package), it will be returned to our facility. We’ll contact you to clarify the correct details.

Please note that you’ll be required to pay extra for the reshipment.

Merchandise: We can store your order for 30 days free of charge. After that, unclaimed items will be donated.
Magazine: Orders remain in the distribution facility for 28 days, after which they’re returned to Ukraine.

Lost in Transit

If you experience delivery issues, please review the two cases below.

A. Order Marked as Delivered but Not Received

Sometimes tracking updates appear early. Please wait 2–3 days and check with your local postal service. If the parcel still hasn’t arrived, contact us at store@kyivindependent.com with:

• Your order number
• Tracking number
• Delivery address
  
  B. Order Still in Transit After Estimated Delivery Date
  
  If tracking shows your parcel is still in transit after the estimated delivery time, contact us at store@kyivindependent.com. We’ll coordinate with our delivery partners to resolve the issue.
  
  Please make sure to reach out within 30 days of the estimated delivery date.