When your return arrives at the warehouse, our returns team will unpack and inspect your order within 5-10 working days. You can use your tracking number to verify when your return has arrived at the warehouse. As soon as your return is processed, you will receive a notification via email.

If you have requested a refund, it may take 10 working days for your refund to appear, depending on your bank's processing times. Your refund will go to your original payment method, which cannot be changed. If your card is lost or cancelled, your bank will be able to transfer your refund to your new account.

If your return does not arrive at the warehouse, you will need to contact our customer service team and provide tracked proof of postage. Kallesia is not liable for lost returns and we may refuse a refund if proof of postage is not available. Payments made with e-cheques must clear before processing your refund, which may take up to 10 working days.

If you haven't received your return after the allocated timeframe, please contact our Customer Service team for assistance.

if you're able to complete the checkout process on our website, we ship to your country! We're continuously working to expand our shipping options and reach more locations around the world, so if we're not yet shipping to your area, we hope to offer it soon.

Please note that some countries may require additional information to clear customs. For example, Mexico requires a phone number and RFC (Tax Identification Number), and Turkey requires an 11-digit ID number. If your order requires this type of information, you'll be prompted during checkout.

We're committed to providing the best possible service to all our customers, no matter where you are.

If you have any specific questions about shipping to your location or need further assistance, please don't hesitate to contact our Customer Service Team at help@kallesia.com to start a chat with a member of our team or alternatively use our chat feature above. But please keep in mind you are most likely to get support from us via email.

When your order is dispatched, you will receive a shipping confirmation email containing your order details and your tracking information. You will be able to check the status of your order as it makes its way to you.

This is not to be confused with the order confirmation email you receive when you complete your purchase. Within your shipping confirmation email you will receive everything you need to track your order.

You can track your order by using the "track my order" button in your email.

Alternatively, you can go directly to the courier services website by using the URL shown in the email. The 18 digit code after the = symbol is your unique tracking number.

As we are a global brand our courier service partners with your local courier companies for fast, cost effective and streamlined delivery. If you experience issues with unsuccessful deliveries, pickup locations or any other information from your local courier service you will find the last mile tracking number, the local company and their contact information in the link in our email to our couriers tracking service.

Kallesia has a specialist partnership team who access all applications for brand partnerships and influencer collaborations.

If you would like to collaborate, please email our team at collaborations@kallesia.com, so the appropriate team can review your request.

Please ensure you include the platform you wish to collaborate through (Meta, Instagram, Tiktok), including your handle so your account can be reviewed as part of the shortlisting process.

One of our team will be in touch in regards to what we can offer and work out a deal that is mutually beneficial.

There are 4 options for being able to amend an order once it is placed.

1. After you place an order you will receive an 'order confirmation' email from us. You will see a 'click here to modify order' button in this email. This will redirect you to the accounts page. You can then go to the order status page and select the order you want to modify and see the options at the bottom of this page.

2. If you'd like to amend your order details you can make these changes yourself by editing them on the thank you page right after your purchase.

3. If you have already closed the thank you page, you can also do this by logging into your account. Once logged in, go to your order status page for the order in question and scroll all the way to the bottom where you will see a 'modify information' section.

4. Alternatively, please contact our customer service team as soon as possible. While we will do our best to accommodate your request, please note that order amendments are not always guaranteed. Our warehouse team processes orders quickly, so it is possible your order may have already been dispatched by the time we receive your request and we therefore, will not be able to amend it.

If reaching out to our team to request an amendment, please include the following information:

• Order Number
• Email Address
• Phone Number
• Delivery Address

If we are unable to amend your order, we may still be able to cancel it. However, this is also time-sensitive and not guaranteed. Alternatively, you can return or exchange your items once they arrive.

If you have any questions or need further assistance, please do not hesitate to contact our Customer Service Team via email at help@kallesia.com to start a chat with a member of our team or alternatively, use our chat feature above. Please keep in mind you are most likely to get support from us via email.

If your order is missing an item, please contact our Customer Service Team as soon as possible. Our team will be happy to resolve this issue for you.

Please include the below information when contacting the team:

• Order Number
• Images of the items received
• A list of the item(s) missing from the parcel.
• Images of your parcel, especially if the parcel arrived damaged/opened.

Please note: To allow our team time to investigate your missing item(s), you must contact us no later than 7 days after your parcel is delivered.

Email us via help@kallesia.com to start a chat with a member of our team or alternatively, use our chat feature above. Please keep in mind, you are most likely to get support from us via email.

If you receive a faulty item, please contact our Customer Service Team as soon as possible. Our team will be happy to resolve this for you.

Please include the below information when contacting the team:

• Order Number
• Photograph of the item in full
• Clear photograph of the product fault
• Description of the issue

We operate with strict quality control procedures at every stage of the production process to minimise the risk of faulty items, so this is a very rare occurrence. Our Customer Service Team will be happy to assist you if you do receive a faulty item.

Email us via help@kallesia.com to start a chat with a member of the team or alternatively use our chat feature above. Please keep in mind, you are most likely to get support from us via email.

Unfortunately, we are unable to apply discount codes retrospectively to orders that have already been placed.

If you have a valid discount code that hasn't been applied to a previous order, you are welcome to use this code on a future Kallesia purchase.

Please note: During promotional periods, discount codes will not be valid on sale items.

If you have a question regarding discounts or discount codes, our Customer Service Team will be happy to help.

Email us at help@kallesia.com to start a chat with a member of the team or alternatively use our chat feature above. Please keep in mind you are most likely to get support from us via email.