United States

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.

KELA 30-Day Satisfaction Guarantee, Returns & Exchanges Policy

At KELA, we stand behind the quality of every product we make. We want you to love your purchase. If you're not completely satisfied, we're here to make it right.

Our 30-Day 100% Satisfaction Guarantee

If you are not completely satisfied with your purchase for any reason, you may return or exchange it within 30 days of delivery for a full refund or exchange. No lengthy explanations are required—we simply want you to be happy with your KELA experience.

Eligible Returns

To qualify for a refund or exchange:

• Your request must be submitted within 30 days of the delivery date.
• The item must have been purchased directly from KELA's official website.
• Products may be opened and gently used as part of our Satisfaction Guarantee.
• Whenever possible, please return the product with its original packaging and accessories.

Refunds

Once your returned item is received and processed:

• Your refund will be issued to your original payment method.
• Original shipping charges are non-refundable.
• Refunds are typically processed within 5–10 business days, depending on your financial institution.

Exchanges

If you would prefer a different size, color, or replacement product, we'll gladly exchange your item within the 30-day guarantee period, subject to product availability.

If your requested item is unavailable, you may choose:

• A full refund
• Store credit
• A comparable replacement product

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact our Customer Support team as soon as possible after delivery. We will work with you to resolve the issue promptly and fairly.

How to Start a Return or Exchange

To begin a return or exchange:

1. Contact our Customer Support team with your order number.
2. We will provide return instructions.
3. Ship the item back to us using a carrier of your choice. Customers are responsible for all return shipping costs. We recommend using a trackable shipping service, as KELA cannot be responsible for returns lost or damaged in transit.
4. Once we receive and inspect your return, we will promptly process your refund or exchange.

Return Shipping

Unless otherwise required by applicable law, customers are responsible for all return shipping costs, including returns made under our 30-Day Satisfaction Guarantee. Original shipping charges are non-refundable.

Fair Use Policy

Our 30-Day Satisfaction Guarantee is designed to give customers confidence when shopping with KELA. To protect all of our customers from fraud and abuse, we reserve the right to deny returns, refunds, or exchanges in cases including, but not limited to:

• Returns submitted after the 30-day guarantee period.
• Products reported as lost after confirmed delivery without reasonable supporting information.
• Items intentionally damaged, altered, misused, or abused.
• Returns involving empty boxes, substituted items, or products different from those originally shipped.
• Excessive or repeated return activity that suggests abuse of our Satisfaction Guarantee.
• Purchases made using fraudulent payment methods or through unauthorized sellers.
• Activity that violates our Terms of Service or appears intended to exploit our return policy.

KELA reserves the right to request additional information to verify a return request, including photographs of the product, proof of purchase, or confirmation of the shipping address before approving a refund or exchange.

Non-Transferable Guarantee

Our Satisfaction Guarantee applies only to the original purchaser and is valid only for products purchased directly from KELA's official website. Products purchased from authorized retailers or third-party marketplaces are subject to the return policies of those sellers.

Policy Updates

KELA reserves the right to modify this policy at any time. Any changes will apply only to purchases made after the updated policy is published on our website.

Our Promise

At KELA, we believe shopping should be risk-free. Our 30-Day Satisfaction Guarantee allows you to try our products with confidence. If you're not completely satisfied, we'll do our best to make it right while ensuring our guarantee remains fair for all customers.