Return and Refund Policy

Return and Refund Policy

Thank you for shopping at KELINA. We are committed to providing you with high-quality products and an exceptional shopping experience. If you are not entirely satisfied with your purchase, we're here to help.

Returns

  1. Eligibility for Returns:

    • Items must be returned within 30 days of the purchase date.
    • To be eligible for a return, your item must be unused, unworn, and in the same condition that you received it.
    • Items must be returned in their original packaging with all tags and labels attached.

  2. Non-Returnable Items:

    • Sale or clearance items.
    • Gift cards.
    • Intimate apparel or items marked as final sale.

  3. Return Process:

    • To initiate a return, please email us at info@thekelina.com with your order number and reason for the return.
    • Once your return is approved, we will provide you with a return shipping label and instructions.

  4. Return Shipping:

    • The cost of return shipping will be deducted from your refund unless the return is due to an error on our part (e.g., wrong or defective item).

Refunds

  1. Processing Refunds:

    • Once we receive your returned item, we will inspect it and notify you of the status of your refund.
    • If your return is approved, we will initiate a refund to your original method of payment.
    • Refunds may take 5-10 business days to reflect in your account, depending on your payment provider.

  2. Partial Refunds:

    • In some cases, only partial refunds may be granted (e.g., items not returned in original condition, damaged, or missing parts).

Exchanges

  1. Exchange Policy:
    • We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order.

Damaged or Defective Items

  1. Reporting Issues:
    • If you receive a damaged or defective item, please contact us at info@thekelina.com within 7 days of receiving your order.
    • Provide your order number and photos of the damaged or defective item for a resolution.

Contact Us

If you have any questions about our Return and Refund Policy, please contact us:

We value your satisfaction and strive to make your shopping experience seamless and enjoyable. Thank you for choosing KELINA!

How do I place an order?

Just add your favorite items to your cart, click the cart icon, and follow the steps to checkout. You can check out as a guest or create an account for faster shopping next time.

Can I track my order?

Yes! Once your order ships, you'll get a tracking email. You can also log into your KELINA account anytime to view your order status.

Can I make changes to my order?

We process orders quickly, so we can’t make changes once it's shipped. If you need to cancel, email us ASAP—we’ll do our best to help.

Do you ship internationally?

We're currently shipping within the U.S. only—but stay tuned, international shipping is coming soon!

How long does delivery take?

Standard shipping usually takes 7–15 business days. Express options are faster. For more, check out our Shipping Info page.

What payment methods do you accept?

We accept Visa, MasterCard, and more. Just make sure your billing info matches your card to avoid delays.

What if my payment failed?

Double-check your details and contact your bank if needed. Still not working? Reach out to us and we’ll help troubleshoot.

What’s your return policy?

You have 30 days from receiving your order to request a return. Items must be unworn and in original condition. Check our Return Policy page for more details.

Can I exchange an item?

We currently don’t offer direct exchanges. Simply return the item and place a new order for the size or color you want.

My package says delivered, but I didn’t get it—what should I do?

First, check around your property and with neighbors. Still nothing? Contact the courier directly or reach out to us and we’ll help sort it out.