At Kelly Shop, we are dedicated to ensuring your journey to finding the perfect attire is as seamless and magical as the moments you’ll wear it for. We understand that sometimes, a garment may not be the perfect fit upon arrival. Our Returns & Exchanges policy is designed with elegance and care, reflecting our commitment to your complete satisfaction.

Our Policy

We gladly accept returns and exchanges for eligible items within 15 days of you receiving your order. To be eligible for a return or exchange, your item must be:

  • In its original, unworn, and unaltered condition.
  • Tagged with the original labels attached.
  • Packaged in the original protective garment bag it was shipped in.
Please Note: Due to the deeply personal and hygienic nature of bridal and formal wear, we cannot accept returns or exchanges on the following items from our collections:
  • Brides collection items (e.g., wedding dresses)
  • Bridesmaids collection items that have been custom-altered to specific measurements.
  • Any item from any collection that has been worn, altered, damaged, or is not in its original packaging.
These items are considered final sale to ensure the highest standards of quality and intimacy for all our clients.

How to Initiate a Return or Exchange

To start your return or exchange, please follow these steps:

  1. Contact Us: Within 15 days of delivery, please email our customer care team at [email protected] with your order number and details about the item you wish to return or exchange.
  2. Receive Instructions: We will respond within 48 hours with a Returns Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Returns shipped without an RMA number cannot be processed.
  3. Ship Your Return: Carefully package the eligible item(s) in their original packaging. Include a copy of your order confirmation or a note with your RMA number and order number. Ship the package to the address we provide. We recommend using a tracked and insured shipping service, as you are responsible for the item until it arrives back at our facility.

Return & Exchange Request Template

To help you get started, you may use the template below for your initial email to us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Kelly Shop Team, I would like to request a [return / exchange] for an item from my recent order, Order #[Your Order Number], placed on [Order Date]. Order Number: #[Your Order Number] Name: [Your Full Name] Email: [Your Email Address] Item for Return/Exchange: – Product Name: [e.g., Junior’s Floral Dress] – Size: [Size] – Color: [Color] – Reason for Return/Exchange: [Please provide a brief reason] For exchanges, I would like to exchange for: – Product Name: [New Product Name] – Size: [New Size] – Color: [New Color] (if applicable) Please send me the Returns Merchandise Authorization (RMA) number and further instructions at your earliest convenience. Thank you, [Your Name]

Refunds

Once your return is received and inspected (typically within 5 business days of arrival), we will send you an email to notify you of the approval or rejection of your refund.

Timing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10-14 business days.

Method: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). Please note that shipping costs are non-refundable. For exchanges, we will cover the standard shipping cost to send your new item to you.

Questions?

We are here to assist you with every step of your journey. If you have any questions about our returns process, please do not hesitate to contact our elegant customer care team at [email protected].

Thank you for allowing Kelly Shop to be a part of your special occasions.