Shipping & Returns

This policy explains how returns, exchanges, and refunds work when you purchase from our online store. It also sets out your statutory right of withdrawal under EU consumer protection law. Please read it carefully before placing an order.

1. Returns and Exchanges

We want you to be completely satisfied with your purchase. If something isn't right, our customer service team is here to help.

You have 20 days from the date of delivery to return an item or items. If the returned item is in its original, unused condition, you will receive a full refund of the product price. If the item shows signs of wear or is not returned in its original condition, we may issue a partial refund reflecting the reduction in the item's value (see Section 4).

Exchanges

We do not offer direct exchanges for purchases made through our online store. If you would like a different size, colour, or item, please return the original product for a refund and place a new order separately.

Condition of Returned Items

To be eligible for a full refund, items must be returned:

• Unused, unworn, and undamaged
• In their original packaging, with all tags attached
• Complete with any accessories, documentation, or promotional gifts included with the order

How to Start a Return

To initiate a return, please email us at customersupport@kielleofficial.com with your order number, the item(s) you wish to return, and the reason for the return. Our team will confirm your return and provide you with return instructions, including the address to send your item(s) to.

We recommend contacting us before sending anything back, so we can confirm your return is eligible and avoid any delay in processing your refund.

Return Shipping Costs

Return shipping is the customer's responsibility, except where the item received was faulty, damaged, in which case we will cover the cost of return shipping. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit back to us.

International Returns

For orders shipped outside the customer's originating customs territory, the customer is responsible for any customs duties, import taxes, or clearance fees incurred when returning the item(s). We are not able to reimburse these charges. Please mark returned packages accurately as "returned goods" to help avoid unnecessary charges, where your customs authority permits this.

Restocking Fees

There are no restocking fees. If your return is approved, you will not be charged any fee for processing it.

Questions

If you have any doubt, concern, or comment at any stage of the return process, please contact us at customersupport@kielleofficial.com.

2. Right to Redress

In addition to our standard 20-day return policy above, and in accordance with EU consumer protection law (Directive 2011/83/EU), you have the right to withdraw from your purchase without giving any reason, within 14 days of receiving your order.

How to Exercise Your Right of Withdrawal

To exercise this right, you must notify us of your decision to withdraw within 14 days of the date you received the goods. To do so, please email us at customersupport@kielleofficial.com with a clear statement of your decision to withdraw from the contract, including your order number and the item(s) concerned.

You must then send the item(s) back to us without undue delay, and in any event no later than 14 days from the day on which you informed us of your withdrawal. This deadline is met if you send the goods back before the 14-day period has expired.

If the product was delivered together with a gift, the gift must also be returned. If the gift is not returned, its value may be deducted from your refund.

Refund Under the Right of Withdrawal

Where you validly exercise your right of withdrawal within the 14-day period, we will reimburse the total amount paid for the product(s), including the standard delivery cost of getting the item(s) to you. Please note:

3. Returns Outside the 14-Day Withdrawal Period (Day 15–20)

If you miss the 14-day withdrawal window but still return your item within 20 days of the delivery date, our standard returns policy (Section 1) applies rather than the statutory right of withdrawal. In this case:

• We will refund the full price of the product if it is returned in perfect, unused condition.
• We will issue a partial refund if the product shows signs of use or is not returned in its original condition, reflecting the diminished value of the item.
• Delivery costs are not refunded for returns made under this section.

4. Item Condition and Eligibility

Items that show signs of having been worn, used, or damaged by the customer are not eligible for a refund. If such an item is sent back and you would like it returned to you, a second delivery will be arranged at the customer's expense.

This does not apply to items that were damaged in transit by our delivery carrier. If your item arrives damaged, please contact us within 48 hours of delivery with photos of the damage so we can resolve this quickly.

We advise contacting us before sending back a return if you are unsure whether your item qualifies for a refund under the right of withdrawal or under our standard return policy.

5. Refund Process

Once your returned item arrives at our warehouse, it will be inspected to confirm it meets the conditions described in Section 1 and Section 4 above.

• Withdrawal-based returns (within 14 days of delivery, notified within that period): refunded in full, including standard delivery costs, in accordance with EU law.
• Standard returns (within 20 days of delivery, outside the 14-day withdrawal window): refunded in full or in part depending on the item's condition, excluding delivery costs. For standard returns, please provide a reason for your return when you contact us, so we can process your request efficiently.

Once your return has been approved, we will send you an email confirming that your refund has been processed. Refunds are issued to your original payment method wherever possible, and are processed within 3–5 business days of approval. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

If, in exceptional cases, a refund cannot be issued to the original payment method, we will contact you by email to arrange an alternative method of reimbursement.

6. Contact Us

For any questions about this policy, or to start a return, please email customersupport@kielleofficial.com. Please include your order number in all correspondence so we can assist you as quickly as possible.