At KELLY STORE, we want you to feel confident when shopping with us. We understand that sometimes a product may not be exactly what you expected, and we are committed to providing a clear and straightforward return and refund experience.
This Return & Refund Policy explains the conditions and procedures for requesting a return, exchange, or refund for purchases made through the KELLY STORE website.
By placing an order with us, you acknowledge and agree to the terms described in this policy.
1. Return Window
We accept eligible return requests made within 30 days of the date your order was delivered.
To be eligible for a return, you must contact us within the applicable return period and receive instructions regarding the return process before sending the product back.
Items returned after the applicable return period may not be accepted.
We recommend contacting us as soon as possible if you believe you need to return an item.
2. Return Eligibility
To qualify for a return, an item generally must meet all of the following conditions:
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The item must be unused and unworn.
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The item must be in its original condition.
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The item must not have been washed, altered, repaired, or damaged.
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The item must have its original tags attached, where applicable.
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The item should be returned in its original packaging when reasonably possible.
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The item must not show signs of makeup, perfume, deodorant, stains, pet hair, dirt, or other wear.
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The return request must be submitted within the applicable return period.
For clothing and accessories, we recommend trying items on carefully while keeping them clean and free from makeup, perfume, and other substances that could affect their resale condition.
3. Items That May Not Be Eligible for Return
For hygiene, safety, and product-condition reasons, certain products may not be eligible for return.
Depending on the product and applicable law, these may include:
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Items that have been worn or washed
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Items that have been damaged after delivery
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Items with missing or removed tags
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Items showing signs of use
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Items that have been altered or modified
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Certain accessories or personal-use items
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Final sale or clearance items, where clearly identified as non-returnable
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Gift cards or other non-refundable items, where applicable
If you are unsure whether a product qualifies for a return, please contact us before sending it back.
4. How to Request a Return
To request a return, please contact our customer service team.
Email: rosalesmatt994@gmail.com
Phone: +1 469-920-4890
Please include the following information in your request:
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Full name
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Order number
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Product name
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Reason for the return
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Date your order was received
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Photos of the item, if the product is damaged, defective, incorrect, or materially different from what was ordered
Please do not send products back to the address listed on this page unless our customer service team has provided return instructions.
Return shipments sent without prior authorization may experience delays or may not be processed correctly.
5. Return Approval
After receiving your return request, we may review the information provided and determine whether the item qualifies under this Return & Refund Policy.
If your return is approved, we will provide instructions regarding where and how to return the item.
The return address may vary depending on the product and fulfillment arrangements. Please use the return address specifically provided by our customer service team.
6. Return Shipping Costs
Unless otherwise required by applicable law, customers are generally responsible for return shipping costs when returning an item because of:
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Incorrect size selection
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Change of mind
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Personal preference
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Color preference
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Ordering the wrong item
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No longer wanting the product
If an item is received damaged, defective, incorrect, or materially different from the product ordered, please contact us before returning it.
If we determine that the issue qualifies for a return or replacement due to an error on our part, we may provide an appropriate solution, which may include reimbursement of reasonable return shipping costs where applicable.
7. Damaged or Defective Items
We carefully prepare orders before shipment, but products can occasionally be damaged during transportation or may contain a manufacturing defect.
If you receive an item that appears damaged or defective, please contact us as soon as reasonably possible after delivery.
Please provide:
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Your order number
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A description of the issue
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Clear photos of the item
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Photos of the packaging, if the damage appears to have occurred during shipping
Please do not discard the product or packaging until we have had an opportunity to review the issue.
After reviewing the information, we may offer an appropriate resolution, which may include a replacement, refund, or other solution where applicable.
8. Incorrect Item Received
If you receive an item that is different from the item you ordered, please contact us promptly.
Please provide your order number and clear photos of the item received.
If we confirm that the incorrect product was sent due to an order fulfillment error, we will work with you to determine an appropriate solution.
Please do not return an incorrect item until our customer service team provides return instructions.
9. Exchanges
We may offer exchanges for eligible items depending on product availability.
If you would like to exchange an item for a different size, color, or style, please contact us before returning the original product.
Exchange availability may depend on current inventory.
If the requested replacement is unavailable, we may instead offer another applicable resolution, such as a refund for the eligible returned item.
In some circumstances, placing a new order and returning the original item may be the most efficient option.
10. Size and Fit
We understand that clothing sizes and fits can vary between styles.
Before placing an order, we recommend reviewing the available product description and size information carefully.
If you receive the correct item and the item matches the size selected when ordering, but the fit does not meet your personal preference, the return may be treated as a standard return and may be subject to applicable return shipping costs.
Please contact us if you have questions about sizing before placing your order.
11. Refunds
Once an approved return is received and inspected, we will determine whether the returned item meets the requirements of this policy.
If the return is approved, the applicable refund will generally be issued to the original payment method used for the purchase.
The amount of the refund may depend on the reason for the return and the applicable terms of this policy.
Unless otherwise required by applicable law, original shipping charges may be non-refundable.
Return shipping costs may also be deducted from the refund where applicable.
12. Refund Processing Time
After your returned item has been received and inspected, please allow reasonable processing time for us to complete the refund.
Once we issue a refund, the time it takes for the funds to appear in your account may vary depending on your payment provider, bank, credit card issuer, or other financial institution.
KELLY STORE does not control the processing time of third-party financial institutions.
If you have received confirmation that your refund was issued but do not see the funds after a reasonable period, please first contact your payment provider or bank.
If the issue continues, contact us so we can help investigate.
13. Partial Refunds
In certain circumstances, only a partial refund may be available.
This may apply if:
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An item is returned in a condition different from the condition in which it was originally received.
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The item is missing original components or packaging where those components are required for resale.
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The item shows signs of use, wear, washing, stains, or damage.
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Other applicable conditions of this Return & Refund Policy are not satisfied.
Any applicable deduction will be based on the condition of the returned product and applicable law.
14. Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing the order.
Because orders may be processed quickly, we cannot guarantee that a cancellation request can be completed before shipment.
If your order has already been processed or shipped, you may need to receive the package and follow the applicable return procedure instead.
Please contact us immediately if you believe you placed an order by mistake.
15. Refused or Undeliverable Packages
If a package is returned to us because it was refused, the address was entered incorrectly, or delivery could not be completed due to information provided by the customer, additional shipping or handling costs may apply.
We will contact you when reasonably possible to determine the next steps.
Any refund may be subject to applicable shipping costs, return costs, or other reasonable expenses where permitted by law.
16. Lost or Stolen Packages
Once an order has been delivered according to the applicable shipping carrier's tracking information, responsibility for the package may depend on the circumstances and applicable law.
If your tracking information indicates that a package was delivered but you cannot locate it, we recommend:
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Checking around your delivery location.
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Asking household members or building management.
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Checking with neighbors where appropriate.
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Contacting the shipping carrier.
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Contacting us if you need additional assistance.
We will make reasonable efforts to assist with delivery-related concerns.
17. Final Sale Items
Products specifically identified as Final Sale, Non-Returnable, or otherwise excluded from returns are generally not eligible for return or refund unless required by applicable law.
Any applicable final-sale restriction will be communicated on the relevant product page or during the purchase process where appropriate.
18. Promotional and Discounted Orders
Products purchased using promotional discounts may still be eligible for return if they otherwise satisfy this policy.
However, certain promotions, clearance products, or special offers may have specific return conditions.
Please review any applicable promotional terms before completing your purchase.
19. Gift Returns
If a product was purchased as a gift, the original purchaser may need to be involved in the refund process because refunds are generally issued to the original payment method.
If you received an item as a gift and would like to discuss a return or exchange, please contact us and provide as much order information as possible.
20. Fraud Prevention and Abuse
We reserve the right to investigate unusual, suspicious, or potentially fraudulent return activity.
Where permitted by applicable law, we may limit or decline returns associated with:
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Repeated or abusive return activity
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Fraudulent claims
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Products that appear to have been intentionally damaged
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Returns containing items different from those originally purchased
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Other activity that appears inconsistent with legitimate use of our return policy
Nothing in this section limits any rights you may have under applicable consumer protection laws.
21. Changes to This Return & Refund Policy
We may update this Return & Refund Policy from time to time to reflect changes in our business practices, products, services, or applicable legal requirements.
When changes are made, we may update the “Last Updated” date at the top of this page.
We encourage you to review this page periodically for the most current information.
22. Contact Us
If you have questions about a return, refund, exchange, damaged product, incorrect order, or any other issue related to your purchase, please contact us.
KELLY STORE
Email: rosalesmatt994@gmail.com
Phone: +1 469-920-4890
Address:
7122 TABOR AVENUE 8 APT A
PHILADELPHIA, PA 19111
USA
When contacting us regarding an order, please include your order number whenever possible.
We appreciate your business and are committed to helping make your shopping experience with KELLY STORE as convenient and straightforward as possible.