Frequently Asked Questions

Customer Service

What is the best way to get in contact with you?
Get in touch via our website contact form or by sending an email to contact@inakess.com. We will get back to you as soon as we can. You can also enjoy a live chat with a member of the INA KESS team. The chat window can be found on the right bottom of each page of the website. If you would prefer to talk to us over the phone, do not hesitate to call us on +41 43 508 42 85 (Switzerland and International).

Our Products

When can I wear my INA KESS clothes?
Whenever you want. INA KESS designs premium hyper-functional sports clothing for women that’s as stylish in the gym as it is for any other activity. All of our products are crafted from the finest Italian performance fabrics developed to support an active lifestyle, whilst the flattering, timeless designs and a soft, elegant colour palette make sure you always look and feel amazing.
What sports are INA KESS clothes made for?
INA KESS is dedicated to any low to medium impact sports (i.e. yoga, running, barre concept, pilates etc.). The fabrics we use are mostly four-way stretch, quick-drying and light-weight. Most importantly, they return to their original shape even after multiple washes so you never have to compromise on style. The products are specially designed to support any physical activity. Further, our clothing is perfectly suited to wear at any time of the day, whatever you’re doing, wherever you are.
What kinds of materials do you use?
Quality, comfort and style are INA KESS priorities. We use the finest Italian microfiber and natural performance fabrics. All our fabrics have been tested for colour fastness, shrinkage and shape retention to meet our high quality requirements.
How can I wash INA KESS clothes?
To ensure longevity of your INA KESS products, it is important to treat them according to the washing instructions on their respective care label. The care label is sewn into every garment and instructions can also be found on the product page of the website. In general, INA KESS should be washed without fabric softener (our fabrics are soft enough already) and not tumble-dried. If you are unable to find the required information or have any questions, please do not hesitate to  contact us.
How do I know the model and colour I have selected is still in stock?
If you select an item which is low on stock, a notice will appear to let you know how many we have left in our warehouse. Please be aware that items are not reserved even if you put them in your shopping bag and may quickly sell out. However, when you finish checkout, your item is guaranteed and will be shipped as quickly as possibly.
Is it possible to reserve items in the cart to buy it later?
Items in your cart and checkout will not be reserved until the order is fully completed and paid.

Sizes

How do I know what size to choose?
If you’re struggling to find your perfect size, please refer to our sizing guidance or see further information 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 and a generous cut. If in doubt, we recommend selecting one size smaller rather than larger.
Are you going to have my size in stock again?
If your size is out of stock, leave your email address on the product page and we will notify when the item is available again.

Ordering & Payment

Do I have to open a customer account to place an order?
No, you can shop in the online shop without creating an account.
How can I order INA KESS clothes?
INA KESS pieces are available for purchase through our online shop. Below is a step-by-step guideline:
1. Select your preferred products in the shop on the website.
2. Check your size according to the size guide and the quantity you require.
3. Click the ‘add to cart’ button. The shopping cart will automatically open on the right side of the page. From there you can either go to the checkout page or continue shopping by clicking the corresponding button. You can always reach your cart by clicking on the shopping bag icon on the top right of the website.
4. Once you are at checkout you will be guided every step of the way through our quick and easy ordering process.
5. After successful payment you will receive an order confirmation by email.
You can also visit our showroom by contacting us at contact@inakess.com. Sign up to the INA KESS mailing list now to receive regular updates and news.
How can I change the currency?
You can change the currency in the header of the website, which will amend all of the prices. Exchange rates are refreshed twice a day based on the rates at XE.com. Although rates are automatically scheduled to be updated at 00:00 GMT and 07:00 GMT, the updates might take place up to a couple of hours after their scheduled time.
Please note that regardless of the chosen currency in the shop, the checkout will always be in Swiss Francs (CHF).
What payment methods does INA KESS accept?
We accept Visa, MasterCard, American Express and PayPal. Some cards may require authorization from the issuing bank. To help us make sure your order arrives on time please check that your billing address matches the address shown on your card statement.
Can I pay with Swiss Postfinance?
If you are a customer of Swiss Postfinance and are registered for its online banking application, you can pay conveniently with Sofort Banking, It is a direct payment via online banking. Here you can find an introduction to Sofort banking:
When will I be charged?
If paying by credit card, the full payment price will be debited from your card upon placement of your order.
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 address details have been verified. Once your order has been dispatched, you will be sent another email with the shipping confirmation. For international orders, a tracking number will be sent via email so that you can keep an eye on its progress as it makes its way to you.
Can I make changes to my order after completing the purchase?
If you need to make any changes, please contact us as soon as possible via email (contact@inakess.com) or phone (Switzerland and International: +41 43 508 42 85). We try our best to accommodate all changes, however, we are only able to amend an order before the items have been shipped.
Do your prices include VAT, taxes and custom duties?
For deliveries within Switzerland, prices include VAT if applicable.
Orders that are designated for shipment to countries outside of Switzerland may be subject to taxes, customs duties and fees levied by the destination country and will not be paid by INA KESS. The recipient of the shipment is the importer in the destination country and is responsible for all taxes or customs duties. In this case we cannot guarantee that you will or will not be charged any customs, taxes or duties.

Delivery

What countries do you ship to?
INA KESS offers worldwide shipping.
How much will the shipping cost?
Shipping is free for all orders within Switzerland. Outside Switzerland the rates are as follows:
Europe: CHF 19.00
All other countries: CHF 39.00
What are the delivery times?
Estimated shipping times are as follows:
Switzerland: 1 business day
Europe: 4 business days
United States and Australia: 7 business days

If you would like to get information about delivery times to a specific country, please contact us at contact@inakess.com.
When will my parcel be sent?
Any order validated by 11am (CET) from Monday to Friday will be sent from Switzerland on the same day. Depending on your country the delivery will take between 1 and 7 working days. To help us make sure your order arrives on time, please check that you will be available to sign for your order at the shipping address between Monday to Friday during working hours. We are happy to ship the items to any preferred address.
While we aim to ensure that all orders are received when expected, however delivery to a remote destination cannot always be guaranteed to arrive within the specified shipping timeframe. 
What if my parcel does not arrive?
If your parcel is taking longer than you expect, please contact us straight away at contact@inakess.com. We will endeavour to track down your parcel for you.
How can I expect to receive my order?
All orders will be delivered in INA KESS signature packaging, which will protect your items and ensure that they reach you in perfect condition.

Exchange & Return

How can I return an item?

All items are thoroughly checked before sending and packaged with care. We hope you’re delighted with your order, but if you’re not perfectly satisfied, you may return your items within 14 days of receipt. Items not received within the 14-day period cannot be accepted.

All clothes must be tried on wearing undergarments and will not be accepted if there are signs of wear.

 To return an item, follow our Delivery & Return Policy.

Can I exchange my INA KESS item?
If you would like to exchange an item, please return the original item and place a new order. You may return any item for an exchange within 14 days of the date of delivery. Items not received within the 14-day period cannot be accepted. The new order will be shipped immediately.
Upon the safe receipt of the returned item(s), you will receive a refund. Please contact us if you need any further help or advice.
The product I received is faulty, what can I do?
Your complete satisfaction is our biggest concern. Please contact us so that we can find a convenient solution for you and assist with any possible exchange or return.

Security

Is it safe to buy INA KESS clothes in the online shop?
Rest assured that your personal details are completely secure with us. We are using the most advanced security systems such as Secure Socket Layer (SSL) technology to make online shopping in the INA KESS online shop as simple and safe as possible. SSL both encrypts and protects all the data you send us over the internet. When SSL is activated, a padlock will be shown in the address line on your browser and/or the address will begin with „https“.
How can I be sure that any personal details I give you will be kept private?
Your personal data will be kept private and strictly confidential, and we will not give out any of your information without your prior authorization. For further details, please read the INA KESS Privacy Policy.
Is it safe to use my credit card online at INA KESS?
We take security very serious and our payment process uses the most advanced coding methods (Payment Card Industry Data Security Standard (PCI-DSS)). Your credit card data is stored only as long as necessary to complete your purchase transaction. After that, your credit card information is deleted.



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