Refund policy
Returns
As we are a new small business we need to manage our stock levels carefully, therefore if you wish to return an item please do so within 30 days of the date shown on the despatch note. If 30 days have gone by since your purchase, contact us to discuss.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must be unworn and unwashed. Shoes must be tried on indoors. Items must have all tags attached and as far as possible be in the original packaging.
We aim to process your return as soon as we receive it. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, we aim to do this as quickly as possible and should be within 5 days.
Returning the item
Re-pack the item in a sealed bag with the labels and tags still attached, you can re-use the one we sent by turning inside out. Include your order number. Send the return to
Kelaya Boutique, 106 Westwick Road, Sheffield. S8 7BX.
We cannot be held responsible for any items we do not receive. Please obtain proof of postage of the item. Unfortunately, as we are a small independent Company we cannot offer a free returns service. If you believe your item to be faulty please email us at sales@kelayaboutique.com giving us the details of the fault, including a picture if possible so that we can investigate this for you. We will then be in contact with you regarding the return.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@kelayaboutique.com.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@kelayaboutique.com and send your item to: Kelaya Boutique Ltd, 106 Westwick Road, Sheffield S8 7BX.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, unfortunately the refund will go back to the original payment method, i.e the gift giver.
Shipping
To return your product, you should mail your product to: Kelaya Boutique Ltd, 106 Westwick Road, Sheffield S8 7BX.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.