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Customer Service

ORDER PROCESSING

Processing timelines vary; see the availability timelines under each product.  Shipping time is on top of processing time. See our shipping page for more details on delivery times.

 

CURRENCY CONVERSION

All of our prices are stated in standard CANADIAN dollars.  You can change the currency to 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/ payapal) will automatically do the conversion for you into your local currency. 

 

EXCHANGE POLICY

KAELA KAY will provide an exchange for unwanted, damaged, or defective merchandise.  If an exchange is required, notify KAELA KAY via email at info@kaelakay.com within 48 hours from the time you receive the merchandise and 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. Customer will be responsible for paying additional fees associated with exchanging for higher priced items. 

Customer is responsible for shipping fees associated with an exchange.

No refunds.

 

GARMENT CARE

All KAELA KAY garments are hand wash and hang dry or dry clean only.

 

CUSTOM ORDERS

For custom KAELA KAY design requests, send an email to info@kaelakay.com with your request details.

 

 

SHIPPING

 

All of our items are shipped from Canada.

 

Shipping time is after the production time. 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.

 

 

 

Within USA and International

 

 All items shipped to the USA or international countries are delivered by DHL with tracking.  Shipping time to the USA is 1-3 business days.  Shipping time to other international countries can be up to 10 business days.

 

 

 

CUSTOMS/DUTIES

 

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

 

 

 

 

 

 



Recent Updates

  • FW14 Preview

    Hey Kaela Kay lovelies! We've been hard at work the past few months putting …

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