Customer Care | FAQ's


 

Welcome to our Customer Service page which covers the following: FAQ’s, ordering, shipping, returns and miscellaneous.

 

TOP QUESTIONS ASKED: 

 

 

 

ORDERING QUESTIONS

 

  
SHIPPING & DELIVERY INFORMATION

 

 

 

RETURN/EXCHANGE QUESTIONS

 

 

MISCELLANEOUS QUESTIONS:

 

 

What are your shipping fees?

 
If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

 

 

Order Total

FedEx Ground

FedEx 2 Day

FedEx Standard Overnight

 

Delivery in 5-7 Business Days

Delivery in 2-3 Business Days

Delivery by Next Business Day

$0-100

FREE

$18

$25

$101-200

FREE

$18

$25

$201-300

FREE

$18

$25

$301-349

FREE

$18

$25

$350

FREE

$18

$25

 
Please note, Home items weighing over 15 pounds incur a surcharge.  Please see the surcharge schedule below and contact us at 1-855-BY KELLY or via email at onlinecustomerservice@kellywearstler.com with any questions. 

 

Home Item Surcharges:

  • Items less than 15 lbs. no surcharge.
  • Items 15-50 lbs. charge $25 per item.
  • Items 50-100 lbs. charge $50 per item.

 

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When will my order be shipped? When will it arrive?

 
If the item(s) in your order are in stock and your order is placed Monday through Friday before 12pm PST, it will typically be shipped the same day. If your order is placed after 12pm PST, it will ship the next business day. Depending on our order volumes, we may need up to 24 hours to process and ship your order.

You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

NOTE: For consumer protection, all orders are subject for review. On rare occasions, this may cause a slight delay in processing your order.

 

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What is your holiday shipping schedule?

 
If you would like your package to arrive by December 24th, we recommend placing your order by the following date(s) based on the following service levels:

Standard/Ground Delivery (Free): No later than 12pm PST on Monday, December 17th 2nd Day: No later than 12pm PST on Thursday, December 20th Overnight: No later than 12pm PST on Friday, December 21st

 

 

What's the status of my order? How do I track my order?

 

Once you have placed an order, you can check the status at any time by entering your order number on the "My Account" page. Once your order has shipped, you will receive a shipment confirmation email that will contain your tracking information. You can then check your shipment status at any time by entering your tracking number at www.Fedex.com (or www.usps.com for international orders).

 

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Will my credit card be charged?

 
Although we request a pre-authorization for the total amount of the order at the time your order is placed, your credit card will not actually be charged until your order has shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.

 

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Why should I become a registered user?

 

  • QUICK CHECKOUT: Makes the checkout process fast and easy since all of your info is already saved.
  • E-MAIL OFFERS: With your permission, we'll send you news about our latest styles, sales and exclusive online offers.
  • ADDRESS BOOK: Save shipping addresses for yourself, your friends and your family in your personal address book.  Click on My Account to register now.
  • PAYMENT INFORMATION:  Registered users can securely save their payment information for faster checkouts.

 

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How do I change or cancel an order?

 

To cancel a recent order please contact Customer Care 1-855-BYKELLY as soon as possible. We will make every effort to accommodate your request. However, because our system is designed to fulfill orders as quick as possible, we cannot cancel or change an order once it has entered the shipping process.

 

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What are my payment options?


We accept Visa, MasterCard, American Express and PayPal (online orders only).

 

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Are purchases on this website tax-free?

 

We collect sales tax only in states where we have a physical presence. Currently we only collect sales tax in California. Shipments within Los Angeles are subject to state, local and district sales taxes. Shipments outside Los Angeles but within California are subject to the state sales tax rate only.

 

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Is ordering over the Internet secure?

 

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

 

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How do I know that my order has been shipped?

 

When your order has been shipped, you will receive an e-mail with your tracking number and a link to track it online.

 

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When will my order be shipped? When will it arrive?

 

If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

NOTE: For consumer protection, all orders are subject for review. On rare occasions, this may cause a slight delay in processing your order.

 

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What's the difference between "Order Date" and "Ship Date"?

 

On most websites, "Order Date" and "Ship Date" are not the same. For example, orders placed after 12pm PST may not go out the same day. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

 

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What countries do you ship to?

 

Kelly Wearstler is pleased to offer international shipping to most destinations using the US Postal Service for a flat rate of $35. Apparel and jewelry orders over $500 ship free of charge (excluding duties and taxes).  Countries that Kelly Wearstler ships to can be found here.

Please note that shipments outside the US may be subject to import duties and taxes, which are the responsibility of the recipient. Please contact your customs office for more information about specific duties and taxes for your country. Note, we are required by law to disclose the full value of package contents and cannot alter the value of your invoice or receipt.

Please note Home items over 15 pounds will not be available for International shipping destinations. Countries that Kelly Wearstler ships to can be found here.

 

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Do you ship Alaska, Hawaii & US territories?

 

We ship to all of these destinations using Fed Ex or USPS. Please note, we cannot offer overnight shipping to these locations.

 

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Do you ship to PO boxes or APO/FPO addresses?

 

For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

 

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If I send my package as a gift, will the recipient receive the invoice?

 

Yes, however the prices will be omitted from the invoice.

 

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What other gift options do you provide?

 

We offer complimentary gift boxes and Kelly Wearstler's signature gift wrap and enclosure cards to all of our online customers. Please check the "Gift Wrap" checkbox and type the message you would like to be included on your enclosure card(s).

 

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What is your return/exchange policy?

 

At Kelly Wearstler we take great pride in all of our products. If you are not 100% satisfied with your purchase, we can facilitate a return or exchange per the terms outlined below. We also offer free return shipping on all orders shipped within the contiguous United States. 

  • Regular priced items (except for home goods) may be returned for a full refund within 30 days of the delivery date. Unfortunately, we are unable to refund purchases of Home items. If you need to return a home décor item, we will gladly offer you store credit so that you might find its perfect replacement.

  • Merchandise must be unworn, unaltered, and unwashed.

  • All products must be returned in their original condition with tags still attached.

  • Sale merchandise is FINAL SALE and not eligible for return or exchange.

  • Fine Jewelry is FINAL SALE and not eligible for return or exchange.

  • Gift card purchases will be refunded in the form of another gift card and mailed to your billing address.

  • Upon receipt of returned goods, Kelly Wearstler reserves the right to deny a refund if the merchandise does not meet return policy requirements.

  • We offer free return shipping if you use the pre-paid return ship label provided with your order shipment.

  • We only accept returns on products that were purchased via this website.

Please Note: If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange.


Returns & Exchanges will only be accepted with a completed return form. Please use the printed “Return or Exchange” form that was included in your original shipment, please be sure to fill out the reason for the return and include in the returned shipment.


If you are returning a gift you received, which was purchased on this website, please contact Customer Care 1-855-BYKELLY. We apologize for any inconvenience this may cause.

 

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What is your holiday return policy?

 

Items purchased between November 20th - December 31st, 2012 can be returned until January 31st, 2013. This does NOT include Home items, which are for CREDIT ONLY, and any FINAL SALE items.

 

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Where do I ship my return or exchange?

 

Returns and exchanges must be mailed to the address on our return form. Please use the printed "Return or Exchange" form that was included in your original shipment and fill out the reason for the return and include in the returned shipment. Your return will not be processed without a return/exchange form.  

 

Please Return Your Package to:
Kelly Wearstler
Attn: Online Returns
8440 Melrose Avenue
West Hollywood, CA 90069

 

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How should I ship my return/exchange?

 

Pack and seal your box securely, in the original package if possible. To be properly processed, your return/exchange must include a completed return form.

Return or Exchange Instructions:

  • Kelly Wearstler is pleased to offer free shipping on returns. Simply use the prepaid ship label provided with your original shipment and drop off the package at your nearest Fed Ex location.

     


  • Or you can send the merchandise back to us at the address below using any trackable method, at your expense.

    Log in; click on "View Order" and on the following page click on the "Return or Exchange Items" link.

  • Print the final page and include it in your return box or use the printed “Return or Exchange” form included in your original package.

  • If you do not use the prepaid Fed Ex return label provided, we recommend shipping your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost.

  • We recommend shipping your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost.

  • Packages must be returned prepaid (our method or yours) We do not accept COD.

 

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Can I return my order to the Kelly Wearstler boutique in LA?

 

Yes, for those customers living in the Los Angeles area, we do offer the added convenience of being able to return or exchange online purchases at our flagship retail boutique in West Hollywood. You must, however, provide proof of your order from KellyWearstler.com by bringing your invoice or packing slip with you. We do not accept returns or exchanges from specialty or department stores carrying the Kelly Wearstler line.

Please note, we allow a longer grace period for online returns to compensate our customers for transit/ship times. If you purchased directly from our flagship boutique, you will be held to their return and refund policy.

 

 

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When will my credit card be refunded?

 

Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

 

The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 

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Do you offer a price adjustment for new sale items?

 

We will honor a one-time price adjustment within 10 days of the shipment date. To receive a price adjustment, please contact Kelly Wearstler Customer Care by phone at 1-855-BYKELLY or by email at onlinecustomerservice@kellywearstler.com and refer to the order number found on your packing slip or order confirmation e-mail. Some promotions may be excluded.

 

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Can you tell me when new products or special promotions are announced?

 

Yes! Simply provide your email in the subscribe link (at the top of this page) and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements.

 

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Where can I find a store near me that carries your products?

 

To find a store near you that sells our products visit our Store Locator.

 

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Are the products on the website the same as in the stores?

 

Yes. Although our website may have a different assortment than a store in your area, the products are the same. To find a store in your area, visit our Store Locator page.

 

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What is the Address Book and how do I use it?

Being a registered user offers you faster checkout since you won't have to re-enter your credit card or shipping and billing information. When you place an order that information will be filled in automatically. Also, registering makes gift giving simple. Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift.  

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I bought your product on eBay, is it authentic?

 

We have been getting complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.

 

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Is my personal and credit card information safe on your website?

 

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

 

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What is your privacy policy?

 

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details visit our privacy policy page.