Refund Policy

At Kaelova, we want you to feel confident when shopping with us. If you need to return an eligible purchase, please review the guidelines below before submitting your request.

1. Return Eligibility and Timeframe

Customers may request a return for store credit within 14 days of receiving their order. Once your return has been approved and the returned merchandise has been received and inspected, the store credit will be provided as an electronic gift card.

Kaelova gift cards do not expire and can be used toward future purchases on our website.

To qualify for a return, items must meet the following conditions:

  • Items must be unworn, unused, and in the same condition as when delivered.

  • Original tags must remain attached.

  • Products must be returned in their original packaging, where applicable.

  • Merchandise designated as Final Sale is not eligible for return.

Returns that do not meet these requirements may be declined.

2. How to Request a Return

To begin the return process, please contact our customer service team at [email protected] with your order number and the reason for your return.

Our team will provide instructions for the next steps, including the appropriate return address and shipping arrangements. Please do not send merchandise back before receiving return instructions from us.

3. Return Shipping Fees

For eligible returns, a return shipping fee of $6 will be deducted from the store credit issued to the customer when a prepaid return shipping label is provided by Kaelova.

If you choose to arrange return shipping independently, please contact us beforehand to confirm the applicable return procedure and shipping costs.

Any applicable return shipping deductions will be communicated as part of the return process.

4. Store Credit Issuance

Once your returned item arrives at our designated return facility, it will be inspected to confirm that it meets the return requirements.

After the return has been approved, your store credit will be issued electronically. You will receive the gift card details using the email address associated with your order.

Please allow time for the return shipment to arrive and for the inspection to be completed before your store credit is issued.

Please note: Eligible returns are refunded through store credit rather than the original payment method, unless otherwise required by applicable law.

5. Damaged, Defective, or Incorrect Items

Please check your order as soon as it arrives. If an item is damaged, defective, or different from what you ordered, email us at [email protected] as soon as possible.

Please include your order number, a description of the problem, and clear photographs of the item and any relevant packaging. This information will help us assess the issue and determine an appropriate resolution.

If the problem is confirmed to be our responsibility, we will work with you to arrange a suitable solution.

6. Non-Returnable Merchandise

The following items are not eligible for return under our standard return policy:

  • Products clearly marked as Final Sale.

  • Gift cards.

  • Items that have been worn, used, damaged after delivery, or returned without the required original tags or packaging, unless the issue is covered by applicable consumer protection laws.

7. Contact Us

If you have questions about returns, store credit, or the status of a return request, please contact us:

Brand: Kaelova
Email: [email protected]
Website: https://www.kaelova.com/

We appreciate your business and thank you for shopping with Kaelova.