FAQ
Help and Support
• Welcome to Kellla Help and Support Center! We’re here to assist you with any questions, concerns, or inquiries you may have regarding your shopping experience, orders, or any other aspect of our website. Your satisfaction is our priority, and we’re dedicated to providing you with exceptional service every step of the way.
• 1. Contacting Our Support Team.
If you need assistance, our friendly and knowledgeable Customer Support team is ready to help. You can reach us through: Email: Send us an email at kelllatravel@gmail.com , and we’ll get back to you as soon as possible. Contact Form: Fill out our online contact form on the website, and we’ll respond to your inquiry promptly.
• 2. Frequently Asked Questions (FAQ).
Explore our comprehensive FAQ section to find answers to common questions about: Ordering and Payment Shipping and Delivery Returns and Exchanges Sizing and Fit Account Management And more!
• 3. Order Tracking.
Keep tabs on your order’s progress with our order tracking feature. Simply enter your order number and email address to receive real-time updates on your order’s status and estimated delivery date.
• 4. Size Guide and Fit Tips.
To help you find the perfect fit, we provide a detailed size guide with measurements for each product category. Our fit tips offer valuable insights on how different styles may fit and any specific sizing considerations.
• 5. Payment and Security.
Questions about our payment systems or security measures? Our dedicated section on payment methods and data security will address your concerns and provide peace of mind.
• 6. Privacy and Security.
For information about how we handle your personal data and ensure your privacy, please review our Privacy Policy. Your security and confidentiality are of utmost importance to us.
• 7. Feedback and Suggestions.
We value your feedback and suggestions! If you have ideas for improving our website, products, or services, please feel free to share them with us. Your input helps us continually enhance your shopping experience.
• At Kellla , we’re committed to making your journey with us exceptional. Let us know how we can assist you – your satisfaction is our reward.
Website Returns
At Kellla, we want you to be completely satisfied with your purchase. If for any reason you’re not entirely happy with your order, we offer a straightforward and hassle-free return policy. Please review the following return conditions to ensure a smooth return process:
• 1. Eligibility for Returns.
You may be eligible for a return if: The item(s) you wish to return were purchased directly from our website, https://kellla.com The return request is initiated within 14 days from the date of delivery.
• 2. Items Excluded from Returns.
Due to their special features, some of our items have to fulfill certain criteria to be returned: Swimwear & underwear: can’t be returned. Jewelry : cant be returned. Packs: items forming part of a pack cannot be returned separately. Special packaging and additional accessories: items with special packaging (fabric bags, special boxes, etc.) or additional accessories must be returned with said packaging or accessories in the same condition. Certain items are not eligible for return, including: Items marked as “Final Sale.” Items that have been worn, washed, altered, or damaged after delivery. Intimate apparel, undergarments, and swimwear (for hygiene reasons). Items with removed tags or labels.
• 3. Initiating a Return.
To initiate a return, text us kelllatravel@gmail.com
• 4. Return Process.
Once your return request is approved, you will receive instructions on how to proceed, including the return address and any specific packaging requirements. Please ensure that the item(s) are securely packaged to prevent damage during transit.
• 5. Return Shipping.
Return shipping costs are the responsibility of the customer, unless the return is due to a defect or error on our part. We recommend using a trackable shipping method to ensure the safe return of your item(s).
• 6. Refund Process.
Upon receiving and inspecting the returned item(s), we will process your refund within 30 business days. Refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for your financial institution to process the refund.
• 7. Exchange Policy.
At this time, we do not offer direct exchanges. If you wish to exchange an item for a different size, color, or style, you may follow the return process and place a new order for the desired item.
• 8. Contact Us.
If you have any questions or concerns about our return conditions or need assistance with the return process, please contact our Customer Support team at kelllatravel@gmail.com
• 9. Updates to Return Conditions.
We may update our return conditions from time to time to reflect changes in our policies or to comply with legal or operational requirements. Any changes will be effective when posted on this page.
Website - delivery FAQ
International Delivery with EMS.
For our international customers, we’ve partnered with EMS (Express Mail Service), a trusted and renowned courier service, to ensure your orders reach you swiftly and securely. With EMS, we’re able to connect with fashion enthusiasts worldwide, delivering style and elegance right to your location. Delivery Timeframes for International Orders: Standard Delivery: 10 to 20 business days Express Delivery: 5 to 10 business days Please note that these delivery estimates are subject to variations due to customs procedures and unforeseen circumstances. Rest assured, we’re committed to getting your fashion favorites to you as quickly as possible.
Local Sri Lankan Delivery.
For our valued customers within Sri Lanka, we’re delighted to offer an expedited delivery experience. Your fashion choices will be at your doorstep within just 1 to 2 business days. Our local delivery network is designed to ensure you receive your orders promptly, allowing you to enjoy your new outfits in no time.
Order Tracking and Notifications.
We understand the excitement of awaiting your fashion haul, and we’re here to keep you informed every step of the way. Once your order is dispatched, you’ll receive a tracking number that enables you to monitor your package’s journey. Regular email notifications will also keep you updated on important delivery milestones.
Customs and Duties.
International orders may be subject to customs duties, taxes, and fees upon arrival in your country. These charges are determined by your local customs authorities and are beyond our control. Familiarizing yourself with your country’s customs regulations will help ensure a smooth delivery process.
Get in Touch.
Should you have any questions about international or local delivery, shipping rates, or any other queries, our customer support team is here to assist you. Your satisfaction is our priority, and we’re here to provide an exceptional shopping experience.
Need help?
Our consultants are always happy to help with any questions
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