We make are committed to making this process as easy as it can be for you!
1. OUR RETURNS POLICY
Our returns policy lasts 30 days. you get 30 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
Returns Policies may differ with our instore niche partners. Please take a few minutes to pay attention to their details. We always strive to make the entire Kella shopping experience unified.
If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund. You can return items from multiple orders in a single package. Just remember to include all return forms in the package. Easier for you, better for the environment.
Several types of items maybe exempt from being returned. These will be clearly marked and explained in the item description area. E.g. Sale items, Final Sale items shall not be returned or refunded.
To be eligible for a return,
- Items must be unworn, unwashed and unused with the original labels still attached.
- You must be able to present the original receipt or proof of purchase.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
2. FAULTY GOODS
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.
To help us get this fixed for you ASAP, when you first contact us please include the following information;
- Order number
- Product name and code
- Picture of the fault
- Description of the fault
(The product name and code can be found on your order confirmation email).
If you contact us via the ‘Contact Us’ form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
3. HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?
There a few options you can return the product securely back to us.
Return to one of your affiliate shops. Find the closes shop to you here
| NAME | ADDRESS | CONTACT |
You need to remember to keep your proof of return
Return to one of our service hubs closest to you.
| NAME | ADDRESS | CONTACT |
You need to remember to keep your proof of return
Request a “Door step” pickup at your convenience. Order a pickup.
Returns via the portal are fully tracked.
Find out how to return your item(s) at number 4.
Return by parcel post to our head office. Find repackaging instructions here.
You need to remember to keep your proof of postage
Using your own method of return, refunds will only be processed once the items have arrived to our warehouse. If your items don’t make it back to us, you’ll need to open a dispute with the carrier.
Find out how to return your item(s) at number 4.
4. HOW TO RETURN ITEMS
Each package contains a “Return slip”. If you have lost the return slip that comes with each package, send an email to service@kella.store with “subject: Lost Return Slip” and we will help you get a new one. You need to include “Order Number” and “Date of Purchase”
- Repack your items. No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof.
- Add the Return Slip inside the packaging
- You’ll get an email once we receive your returned item.
5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. A typical refund will take up to 14 days + your banks handling time.
6. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?
Unfortunately we don’t offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we’ve received your unwanted items.