United States

*Due to increased popular demand all GOLDEN PONYTAILS will be shipped out within 30 days*

We process orders within 1 business day to ensure you receive your order as soon as possible. Standard US Postal Service typically takes an estimated 2-5 business days. Express US Postal Service takes an estimated 1-2 business days. *Please note these delivery times are estimates. 

International

We process orders within 1 business day to ensure you receive your order as soon as possible. International Shipments can take an estimated 5-15 business days. *Please note these delivery times are estimates.

We take no responsibility for charges or delays incurred at the receiver’s end as this can vary depending on the rules of customs in each country. For further details on our shipping policies, please refer to the Customs Information below.

Tracking

Within 24 hours of your order confirmation, you will receive your tracking information via email. In the unlikely case you didn’t receive an email with tracking information, please contact info@kelacharms.com and we can forward your tracking information to you.

In the unlikely event that you are not satisfied with your purchase please contact us atinfo@kelacharms.com. Please see the terms and conditions for our online exchange policy.

Online Exchange Policy

Exchanges or refunds can only be offered within 7 days of the date you received your order, where proof of purchase can be confirmed (sales receipt or confirmation from our records). Please contact us and we will advise you where to send your products. As long as the product are deemed in good condition we will accept your exchange for an alternative product to be arranged for the same value. Return postage is to be paid by the customer unless the product has a manufacturer defect.

Warranty Returns Policy

If in the unlikely event you have a quality issue with any of our pieces, please contact us at info@kelacharms.com. Your KELA product should provide many years of enjoyable wear. Some items will be more durable than others and this will be evident in weight and design. Proper care should be taken to wear your piece appropriately.

We will determine a course of action for a warranty return. The treatment that the item has received while in your care is most important. We will also look for manufacturing faults and material faults. Time elapsed from the purchase date is taken into account, but is not the most important factor in determining a warranty claim.

Genuine warranty claims will normally result in the replacement of the item. A refund will be granted if there is a major issue with the product.