KAELA KAY will provide a refund/exchange for your items within 5 days of receipt of product (except for MASKS, DISCOUNTED, SALE, CUSTOM, COLLABORATION, EXCLUSIVE, PARTNERSHIP, DISCOUNT CODE items, which are final sale). Send a refund/exchange request via email to us at firstname.lastname@example.org with your order # . Return address will be provided once the exchange/refund request is received. The merchandise must be returned to KAELA KAY unworn and with all tags in place. Any requests received outside of this 5 day grace period will not be accepted.
Special edition, collaboration, and exclusive items are not refundable. Size exchanges may be permitted; email us with such requests at email@example.com.
Exchange requests will be processed within 2-3 weeks (may be longer during holiday seasons, sales periods, launch events) from when the item is received back and confirmation of receipt is provided to the customer.
Refunds (less shipping fees and any customs/duties fees charged to us by the carrier or Canadian customs) will be processed within 2 weeks from when the item is received back and confirmation of receipt is provided (may be longer during holiday seasons, sales periods, launch events) ; 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/ refund. Shipping fees will not be refunded (including any customs import or export fees).
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.
Gift Cards cannot be cancelled/returned and are non-refundable.
Changed your mind? Ordered the wrong item? If you no longer wish to purchase your garment, notify us via email at firstname.lastname@example.org within 24 hours 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.