Refund policy

RETURN AND REFUND POLICY

Returns

We want you to love what you ordered. If you are not satisfied, you may return your item within 30 days of delivery.

To be eligible for a return, your item must be:

  • Unused and in the same condition you received it
  • In its original packaging with all tags and accessories included
  • Accompanied by your order number or proof of purchase

How to start a return

Email us at kaldelasupport@gmail.com with your order number and the reason for the return. We will reply within 1 business day with return instructions and the return address.

Please do not send items back before contacting us. Returns sent without prior approval cannot be processed.

Return shipping

You are responsible for return shipping costs unless the item arrived damaged, faulty, or incorrect. In those cases we cover the return shipping and send a replacement or full refund at your choice.

We recommend using a tracked service. We cannot be responsible for items lost in transit back to us.

Refunds

Once we receive and inspect your return, we will email you to confirm approval. Approved refunds are issued to your original payment method within 5 to 10 business days. Depending on your bank or card issuer, it may take a further few business days for the funds to appear on your statement.

Original shipping charges are not refundable unless the return is due to our error.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order. If you would prefer a direct exchange, email us and we will arrange it.

Damaged or incorrect items

Inspect your order on arrival. If anything is damaged, defective, or not what you ordered, contact us at kaldelasupport@gmail.com within 7 days of delivery with photos of the item and the packaging. We will make it right at no cost to you.

Items that cannot be returned

  • Gift cards
  • Sale or clearance items marked final sale
  • Items that have been used, washed, altered, or damaged after delivery
  • Perishable goods and personal care items where the seal has been broken [CHECK: remove if not relevant to your catalog]

Late or missing refunds

If you have not received an approved refund after 10 business days, check with your bank or card issuer first, then contact us at kaldelasupport@gmail.com and we will chase it for you.

Cancellations

Orders can be cancelled free of charge before they ship. Email us as soon as possible with your order number. Once an order has shipped, our return process applies.

Questions

Kaldela 350 Fifth Avenue, New York, NY 10118 kaldelasupport@gmail.com