Customer Service

 ORDER PROCESSING

Processing timelines vary; see the processing timelines under each product.  Shipping time is on top of processing time. See our shipping page for more details on delivery times.  Our clothes are handmade and made-to-order in Canada. If more than one item is ordered with different processing times, the longest processing time is used to calculate order completion.

 

 CURRENCY CONVERSION

 You can change the currency to CAD, USD or GBP or EUR to see the item price in your currency.  The institution which you use to purchase the item (i.e. bank/credit card/ paypal) will automatically do the conversion for you into your local currency. 

  

GST/HST - CANADIAN RESIDENTS ONLY

 Canadian residents' orders will be subject to Ontario HST as mandated by law, and remitted to CRA.  This will appear as a separate line item on your purchase receipt.

 

GARMENT CARE

KAELA KAY garments are hand wash in cold water and hang dry or dry clean.

 

CUSTOM ORDERS

Need a custom outift?  Need a specific size requirement? Sure.  Send an email to info@kaelakay.com with your request details or book an  appointment for a one-on-one consultation with our designer Catherine.  Book your appointment online here Appointment

 

EXCHANGE/REFUND POLICY

KAELA KAY will provide a refund or exchange for your items (except for SALE or CUSTOM items, which are final sale).  If a refund or exchange is required, notify KAELA KAY via email at info@kaelakay.com within 48 hours from the time you receive the merchandise.  The merchandise must be returned to KAELA KAY unworn and with all tags in place.

 

 Merchandise may be exchanged for other items of equal or higher value. Exchange requests will be processed within 2 weeks from when the item is received and confirmation of receipt is provided to the customer.

 

Refunds will be processed within 2 weeks from when the item is received and confirmation of receipt is provided; PLUS any additional processing time your financial institution needs to process the request.

 

Customer is responsible for shipping the item(s) back to us for exchange or refund and all shipping fees associated with a refund or exchange. Shipping fees will not be refunded.

 

Any item returned back to us by the shipping company due to incorrect address, will be subject to additional shipping fees to be paid by the customer before it is shipped  to them again.

 

Any exchange item that cannot be processed because we can't get a hold of the customer, will only be held for 3 months from the date the item is received back for exchange.  After which time the item will be resold and the customer will not receive a refund.

 

CANCELLATION POLICY

Changed your mind? Ordered the wrong item? If you no longer wish to purchase your garment, notify us via email at info@kaelakay.com within 24 hours days from when your order is placed.  Full refund will be provided. If cancellation request is received after 24 hours, the order will not be cancelled.

 

SHIPPING

All of our items are shipped from Canada.

Shipping time is after the processing time; processing times are listed under each product. If express PRODUCTION is required, please email us at info@kaelakay.com before ordering. Additional fees will apply.

Within Canada

All items shipped within Canada are delivered by Canada Post with tracking.  Shipping time is 1-7 business days from ship date.

Within USA and International

 Standard shipping to the US can take up to 10 business days to deliver.  Express shipping to the US is 1-3 business days for delivery.

Shipping time to other international countries can take up to 14 business days, after ship date.

 

CUSTOMS/DUTIES

Kaela Kay is not responsible for delays due to customs in the destination country.  Nor are we responsible for any customs/duties fees that may be charged; all customs charges are determined by the destination country and to paid by the customer.