Help
Answers to what people ask most. For anything about your account, contact the team.
Common questions
Why was my look refused?
Every photo and instruction is checked before anything is charged, and the checks sometimes refuse an ordinary photo by mistake. A refused look never counts, and the message under it says which photo and what to change. Every try-on uses a saved photo of you: one tap, “This is a photo of me and I’m 18 or older”. Swimwear needs a clear photo of just you. Underwear and lingerie need a clear photo of just you. If you think the check got it wrong, choose "Tell us this was wrong": a person reviews the rule, and we never keep your photo.
Where did my looks go?
New accounts get 10 welcome looks for 7 days, and unused ones expire when the week ends. Failed or refused looks are always returned. Me > Plan & usage shows what you have and when it resets.
How do I cancel my plan?
On the website: Me > Plan & usage > Cancel or change plan. Your plan runs to the end of the period you paid for, and your closet stays free. Plans bought in the Android app are cancelled in the Google Play Store (Profile > Payments & subscriptions > Subscriptions).
Can I get a refund?
A person on the support team reviews every refund request. Ask Kolors can prepare a ticket for you to send, or email support@kolorsvirtual.ai from your account address.
How do I delete my data?
Delete your photos and closet anytime: Me > Privacy & data > Delete account removes your photos, closet and looks and cancels a website subscription. To keep your account, delete single looks, items or photos where they are.
Do you use my photos to train AI?
We don't use your photos to train AI. Photos go to our providers only to check them and create your looks, and nothing is public unless you share a look.
How do I build my closet?
Open Closet and upload a photo of yourself wearing an outfit: the pieces it finds are listed for free. Keep the ones you want, or add product photos you already have, then try several on together in the studio.
How do I reach a person?
Email support@kolorsvirtual.ai or use the contact form. Signed in, Ask Kolors can prepare a ticket with the facts of your account; nothing is sent until you press Send, and the team replies to your account email.
Contact the team
A person reads every message and replies by email.