Kailasfuga Reviews 

Reply from Kailasfuga

Oct 7, 2026

Hi Fiona,

We’re sorry to hear that you were disappointed with your purchase.

We have reviewed your order and would like to clarify that the item ordered was the KAILAS FUGA DU Series Gaiters – Black / L (EUR 44–47), rather than the EX Series Gaiters designed for EX330 shoes. The product supplied therefore corresponds to the item selected in the order.

We understand that this may have been a misunderstanding when placing the order, and we have contacted you directly with the return instructions. You are welcome to return the unused item for a refund, with the applicable return shipping costs and taxes being the customer’s responsibility.

We’re sorry for any confusion and hope the return process can be resolved smoothly for you.

Kind regards,
KAILAS FUGA Customer Service

Reply from Kailasfuga

Oct 7, 2026

Dear Customer,

Thank you for sharing your feedback. We are sorry to hear that you have been disappointed with your experience and understand your frustration regarding the time taken to receive assistance with your return request.

We have reviewed your order #KAILAS13596 and would like to clarify that our Customer Service team has already responded to your return request by email and provided the relevant information and instructions regarding the return process.

We sincerely apologize if our previous response was delayed, was not received, or was not immediately noticed in your inbox. We understand that waiting for assistance with a return can be frustrating, and we regret any inconvenience this may have caused.

As your order and return involve personal information, we are unable to discuss the specific details of your case publicly on Trustpilot. However, we would be happy to continue assisting you directly and make sure your return request is properly handled.

Please kindly check your email inbox, including your spam or junk folder, for our previous response. If you are unable to locate our email, please contact our Customer Service team again, and we will be happy to resend the relevant information and assist you with the next steps.

We genuinely value your feedback and take your comments regarding our customer service seriously. We are continuously working to improve our response times and overall customer experience.

We apologize again for the inconvenience and appreciate your patience and understanding.

Kind regards,
KAILAS FUGA Customer Service

Reply from Kailasfuga

Sep 30, 2026

Dear Customer,

Thank you very much for taking the time to share your experience with us.

We’re glad to hear that your recent FUGA 330 order arrived within the estimated delivery timeframe. We truly appreciate your understanding regarding the delivery time.

At the same time, we are very sorry to hear about your previous order that did not arrive and, especially, that you contacted our customer service several times without receiving a response. We completely understand how frustrating and disappointing this must have been.

We take your feedback regarding communication and customer support very seriously. This is not the level of service we aim to provide, and we sincerely apologize for the inconvenience caused.

We would really like to investigate the previous order and see what happened. Could you please reply to this email with the order number of the missing order or the email address used when placing the order? Once we have the correct information, we will check the order and shipping records and do our best to help resolve the issue.

Thank you again for your honest feedback. Your comments are important to us and help us identify areas where we need to improve.

We look forward to hearing from you and assisting you further.

Kind regards,
KAILAS FUGA Customer Service

Reply from Kailasfuga

Sep 22, 2026

Dear Customer,

We sincerely apologize for the inconvenience and frustration caused by the delay in communication regarding your order #13596.

After carefully reviewing your order, we can confirm that the parcel has already been dispatched and is currently in transit, according to the latest tracking information.

We have also responded to your email regarding your return and refund inquiry. We kindly ask you to check your inbox, including your spam or junk folder, for our response.

We fully understand your concern and sincerely regret any inconvenience this situation may have caused. Should you require any further assistance, please do not hesitate to contact us directly at service@kailasfuga.com. Our customer service team will be pleased to assist you further.

Thank you for your patience and understanding.

Kind regards,
KAILAS FUGA Customer Service

Reply from Kailasfuga

Aug 14, 2026

Hi Gavin,

Thank you for your feedback. We’re sorry to hear that you’re disappointed with the outcome.

We would like to clarify that we already arranged a full replacement for your original order. Under our standard after-sales policy, once a replacement has been provided for an order, the same order is generally no longer eligible for another replacement.

We also understand that you reported a similar issue with the replacement pair. However, based on the information provided, the condition of the replacement appears to be related to wear/use rather than a confirmed manufacturing defect. For this reason, we’re unable to arrange another replacement.

As a gesture of goodwill, we offered you a 10% discount code toward a new pair, even though we are not able to provide another free replacement.

We understand that this may not be the solution you were hoping for, but we hope you can understand that we need to apply our after-sales policy consistently.

Kind regards,
KAILAS FUGA Customer Service

Reply from Kailasfuga

Aug 8, 2026

Dear Negar,

We are sorry to hear about your experience and apologize for any inconvenience caused.

We have checked your case and understand that your return request is due to a size issue caused by an incorrect size selection, rather than a product quality problem. According to our return policy, for size-related returns or change-of-mind returns, the customer is responsible for the return shipping cost and any applicable taxes.

Please note that you do not need to use DHL for the return. You may choose the most affordable shipping method with tracking information available in your country. Using DHL is only one option and is usually more expensive.

We would also like to clarify that we do not refuse valid returns. When a returned parcel arrives, our team will open and inspect the package. If the item is returned in its original condition, including the original packaging, tags, and labels, we will process the refund accordingly.

We always aim to handle returns fairly and transparently, and we would never intentionally refuse or ignore a properly returned item.

If you would still like to proceed with the return, please feel free to contact our customer service team, and we will provide further assistance.

Thank you for your understanding.

Kind regards,
KAILAS FUGA Team

Reply from Kailasfuga

Aug 8, 2026

Dear Andreas,

We are sorry to hear that you had a disappointing experience and appreciate you sharing your feedback.

We would like to clarify that Kailas is a Chinese outdoor brand, and our products are designed, developed, and manufactured in China. Our warehouse and global shipping operations are also based in China. We are proud of our origin and are committed to providing high-quality outdoor equipment to trail runners and adventurers around the world.

Our products are developed with input from professional athletes and outdoor enthusiasts, and we continuously work to improve our materials, craftsmanship, and customer service.

We are sorry that your experience did not meet your expectations. However, we would appreciate the opportunity to understand your specific concerns regarding the product quality or service. Since we cannot identify your order from this review, please feel free to contact our customer service team with your order details, and we will do our best to assist you.

Thank you for your feedback, as it helps us continue improving.

Kind regards,
KAILAS FUGA Team