Return, Exchange & Store Credit Policy
WHAT IS YOUR RETURN POLICY?
We want you to feel confident shopping with Kela Store.
If an item is not quite right, eligible items may be returned within 29 days of the delivery date.
For returns due to change of mind, fit preference, or incorrect size selection, we generally do not provide cash refunds. Approved returns will instead be issued as store credit for the value of the returned item(s), except where a refund is required by applicable law.
For customers who would prefer a different size or want to use their return value toward another purchase, eligible items may qualify for our Exchange or Shop Now options when the return request is submitted within 14 days of delivery.
Returned items must meet all eligibility requirements outlined below.
If you receive an incorrect, damaged, defective, or faulty item, please contact us as soon as possible at:
We will review the issue and provide an appropriate resolution.
RETURN WINDOW
Eligible returns must be requested within 29 days from the date your order was delivered.
Items returned outside this timeframe may not be accepted unless otherwise required by applicable law.
We recommend contacting us as early as possible if you believe you may need to return an item.
EXCHANGE & SHOP NOW
For eligible returns requested within 14 days of delivery, Kela Store may offer:
- Size Exchange – exchange an eligible item for another available size.
- Shop Now – use the value of your eligible return toward another purchase before the original return has completed processing.
Where these options are available, the following conditions may apply:
- Your return must be handed to the approved carrier and receive its first tracking scan within the required timeframe.
- A temporary payment authorization may be required.
- Additional shipping, handling, or return processing fees may apply.
- If the original return is not shipped within the required timeframe, the value of the replacement or Shop Now order may be charged to your payment method.
Available exchange options may depend on product availability and destination.
WHAT ITEMS ARE ELIGIBLE FOR RETURN?
To qualify for a return, items must be:
- Unworn
- Unwashed
- Unused
- Free from stains, makeup, deodorant, perfume, body odor, washing detergent, or other scents
- Returned with all original tags attached
- Returned with any security ribbons or security tags intact
- Returned in their original packaging where reasonably possible
- In original resalable condition
Please take care when trying on your purchase.
If an item shows signs of wear, washing, alteration, damage, or improper handling, the return may be rejected.
SECURITY RIBBONS AND TAGS
Certain Kela Store products may include a security ribbon or security tag.
If your item arrives with a security ribbon, please do not remove or damage it until you are certain you wish to keep the item.
Items with a removed, detached, altered, or damaged security ribbon may not be eligible for return.
This is especially important for higher-value products.
NON-RETURNABLE ITEMS
For hygiene, health, personalization, or clearance reasons, certain products cannot normally be returned.
These may include:
- Lingerie
- Bodysuits
- Swimwear
- Earrings and certain pierced jewellery
- Personal-use accessories where hygiene restrictions apply
- Items marked Final Sale
- Items that have been worn, washed, altered, or damaged after delivery
If a non-returnable item arrives faulty, damaged, or incorrect, please contact us. Your statutory consumer rights are not affected.
FINAL SALE ITEMS
Products clearly marked FINAL SALE at the time of purchase are not eligible for return, exchange, or store credit for change-of-mind reasons.
Final Sale items may still qualify for assistance where the product is:
- Faulty
- Damaged on arrival
- Incorrectly supplied
- Otherwise covered by rights that cannot legally be excluded
If there is an issue with a Final Sale item, contact:
HOW DO I PROCESS A RETURN?
To request a return, email us at:
Please include:
- Your order number
- The item(s) you would like to return
- The reason for your return
- Your preferred resolution, where applicable
- Photos or videos if the item is damaged, incorrect, or faulty
Our Customer Support team will review your request and provide return instructions.
Please do not send products back without receiving return instructions from us first, as unauthorized returns may not be accepted or may experience significant processing delays.
INTERNATIONAL RETURNS
International customers may request a return by contacting:
Once your return request has been reviewed and approved, we will provide instructions for returning your item.
Where available, a return shipping label may be provided.
Unless the product is faulty, damaged, incorrect, or otherwise covered by applicable consumer law, return shipping costs are the responsibility of the customer.
Any return shipping fee will be disclosed before the return is finalized where applicable.
WHO PAYS FOR RETURN SHIPPING?
For standard returns due to:
- Change of mind
- Incorrect size selection
- Fit preference
- Style preference
the customer is generally responsible for return shipping costs.
If Kela Store confirms that an item was:
- Incorrect
- Faulty
- Defective
- Damaged before or during delivery
we will review the return shipping arrangement and provide an appropriate solution.
WHAT IF I RECEIVED A FAULTY OR DAMAGED ITEM?
If you receive a faulty, damaged, or incorrect product, please contact us within 14 days of delivery where possible.
Email:
Please provide:
- Order number
- Name of the affected product
- Description of the issue
- Clear photos and/or video showing the problem
- Photo of the packaging, where relevant
Please do not discard the item or packaging until our team has reviewed your claim.
Once reviewed, we may offer an appropriate resolution such as:
- Replacement
- Exchange
- Store credit
- Refund to the original payment method
depending on the circumstances and applicable law.
WHAT COULD CAUSE MY RETURN TO BE DENIED?
A return may be rejected if the item:
- Has been worn beyond trying it on
- Has been washed
- Has been altered
- Is stained or damaged
- Has makeup marks
- Smells of perfume, deodorant, smoke, body odor, detergent, or other substances
- Has missing or removed original tags
- Has a removed or damaged security ribbon
- Is missing required packaging
- Is a non-returnable hygiene product
- Is marked Final Sale
- Is returned outside the applicable return period
- Is returned without approval where prior authorization is required
If your return is not accepted, our team will contact you regarding the available options.
SHOES
Where Kela Store sells footwear, shoes must:
- Be tried on indoors only
- Be free from scuffs, dirt, wear, or damage
- Be returned with the original shoe box
- Include all original packaging and accessories
The shoe box forms part of the product and should not be used as the outer shipping box.
CAN I RETURN ITEMS FROM MULTIPLE ORDERS TOGETHER?
Please return items from each order separately unless our Customer Support team specifically confirms otherwise.
Combining products from different order numbers into one return may delay processing or make it difficult to identify the returned items.
CAN I RETURN A CUSTOM OR PERSONALIZED ORDER?
Because custom-made and personalized products are created specifically for the customer, they are generally not eligible for change-of-mind returns.
However, we will review a custom or personalized product if:
- The item was manufactured incorrectly based on the information you submitted.
- The product contains a manufacturing defect.
- The item arrives damaged.
- The item does not materially match the agreed personalization or specifications.
- A return or refund is otherwise required by applicable law.
Please contact:
and provide your order number, photos, and a description of the issue.
WHAT HAPPENS IF MY ORDER IS RETURNED TO SENDER?
A package may be returned to sender due to reasons such as:
- Incorrect or incomplete shipping address
- Failed delivery attempts
- Failure to collect the package
- Carrier restrictions
- Other delivery issues
If your tracking shows Returned to Sender, please contact:
Once the package has been received and reviewed, our team will advise you of the available options.
Additional shipping charges may apply where the return was caused by an incorrect customer-provided address or failure to collect the shipment.
WHAT IF I ACCIDENTALLY RETURN AN ITEM THAT DOES NOT BELONG TO KELA STORE?
Kela Store is not responsible for personal belongings or products from other retailers that are accidentally included in a return shipment.
While we will make reasonable efforts to identify incorrectly returned items, we cannot guarantee that they can be recovered or sent back.
Kela Store cannot provide compensation for items that were not purchased from us.
Please carefully inspect your return parcel before shipping it.
HOW IS STORE CREDIT ISSUED?
Once your return is received and approved, store credit will generally be issued for the eligible value of the returned merchandise.
Original shipping fees, return shipping charges, Package Protection fees, and other non-product fees are generally non-refundable unless otherwise required by law or the return resulted from an error by Kela Store.
Instructions for using your store credit will be sent to the email address associated with your order.
HOW LONG DOES RETURN PROCESSING TAKE?
Once your return arrives at our return facility, please allow approximately 3–5 business days for inspection.
After your return has been approved:
- Store credit is generally issued within 1–2 business days.
- Approved refunds, where applicable, are generally initiated within 1–2 business days after inspection.
Please note that if a refund is issued to your original payment method, your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to your account.
PAYPAL, AFTERPAY AND OTHER PAYMENT METHODS
Orders placed using PayPal, Afterpay, or another supported payment provider are subject to the same Kela Store return eligibility requirements.
Returning a product does not automatically cancel any payment plan or installment obligation.
If store credit is issued, you may still be required to continue scheduled repayments to your payment provider according to your agreement with them.
Where an approved refund is issued to the original payment method, payment providers will process the adjustment according to their own terms and processing times.
QUALITY ISSUE CLAIMS
If you believe an item has a manufacturing or quality issue, please provide reasonable supporting information so we can properly assess the claim.
This may include:
- Photographs
- Video
- Description of the issue
- Packaging images
- Product labels
- Other relevant information requested by Customer Support
Claims cannot be properly assessed where sufficient information is not provided.
Nothing in this section limits any rights you may have under applicable consumer protection laws.
REFUNDS
Kela Store does not generally offer refunds to the original payment method for:
- Change of mind
- Incorrect size selection
- Preference regarding fit, color, or style
Eligible standard returns will normally receive store credit.
A refund to the original payment method may be offered where:
- An item is confirmed faulty
- An incorrect item was supplied
- The product was damaged upon arrival
- We are unable to provide an appropriate replacement
- Applicable consumer law requires a refund
Once approved by Kela Store, refunds are submitted back to the original payment method.
CONTACT US
For questions regarding returns, exchanges, faulty products, or store credit, please contact:
Kela Store
Website: kelastore.com
Email: [email protected]
Please include your order number whenever contacting us about an existing purchase.
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