Exchanges & Returns

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 for return instructions.  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 the 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 after 3 attempts, will only be held for 3 weeks 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.

NON-DELIVERY/UNDELIVERED

We are not responsible for and will not provide a refund or exchange for items that are marked 'delivered' by the carrier.  It is the customers responsibility to consult with and resolve this with the carrier if you haven't received your item but it is marked delivered. 

If the carrier attempts delivery with no success and the order is returned back to us, the customer will be responsible for any customs, duties and additional shipping fees associated with the re-delivery attempt.

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.