FAQs

Frequently Asked Questions

Orders & Payment

What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Shop Pay, Apple Pay, and Google Pay.

Can I change or cancel my order after placing it?
We process orders quickly, so please contact us at hello@kaelensshop.com as soon as possible. We'll do our best to accommodate changes before your order ships.

Do you offer custom or personalized jewelry?
Yes! Visit our custom jewelry page to design your own piece.

Shipping

How long does shipping take?
Orders are processed within 1–3 business days. Domestic delivery takes 5–7 business days. Total delivery is 14 days maximum. International orders may take 7–21 business days.

Do you ship internationally?
Yes, we ship worldwide! Please note that international customers are responsible for any customs duties or import fees.

How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can also visit our Track Order page.

Returns & Refunds

What is your return policy?
We accept returns within 14 days of delivery on unworn, undamaged items in original packaging. Custom and final sale items are non-returnable.

How do I start a return?
Email us at hello@kaelensshop.com with your order number and reason for return. We'll get back to you within 1–2 business days.

When will I receive my refund?
Refunds are processed within 5–7 business days of receiving your return.

Products

What materials are your jewelry pieces made from?
Material details are listed on each individual product page. If you have specific questions, feel free to reach out!

How do I care for my jewelry?
To keep your pieces looking their best, avoid contact with water, perfume, and harsh chemicals. Store in a cool, dry place when not wearing.