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FAQ

I created an account but forgot my password. How can I get my password or create a new one?

 No problem! You can easily reset your password by clicking here. If you have any trouble, please contact us at info@kelli.shop

 

In which currency will I be charged?

All transactions are charged in Canadian Dollars, your credit card or PayPal account will be charged in CAD.

 

 How can I check my order status?

 To check the status of an existing order, please go to your account here or feel free to contact us at info@kelli.shop

   

How can I return a product?

Click here to access our Return Policy.

  

What if I received damaged or incorrect merchandise?

In the event that you receive defective, incorrect or incomplete merchandise, please contact us right away so we can make it right. For faster assistance with a return or exchange claim, please email us at returns@kelli.shop with your order number, contact information and photos documenting possible damages (if applicable). Please retain all items and packaging materials until your claim is resolved. If your replacement item is backordered or out of stock, we’ll notify you as soon as we have the estimated arrival date, or we may work with you to suggest a suitable replacement.

  

How do I change or cancel my order after I’ve placed it?

If you need to change your order after you've placed it, please contact our team at info@kelli.shop with your order number within 24 hours of placing the order and we will help you sort it out.

If you need to cancel your order, please contact us right away at info@kelli.shop. We’ll do everything we can to accommodate your request. There is a 3% fee for order cancellations due to credit card transaction fees.

*Please Note: Custom products are made just for you and therefore cannot be cancelled.

  

Where can I find details on shipping information?

 Information on shipping, and In-Home Delivery is located here.

  

Do you ship to the United States?

 Not at the moment. We are currently only shipping within Canada.

  

Do you ship Internationally?

We may ship Internationally, this is a case-by-case basis.

 

How do I create a “wish list”?

We recommend that you register before creating a wish list as if you open our website on a different device, your wish list will not be there. If you’re already a registered user, please enter your username and password. Once you’re logged into your account, you can add items by clicking “Add to Wish List” on any product page.

  

How do I purchase a Gift Card?

 Gift cards will be available soon!

  

How can I request a swatch?

 Free swatches are available for most products and can be requested by emailing us at info@kelli.shop

  

How can I be removed from the email list?

 Please click the removal link (located at the bottom of our emails), or send the email address you want removed to remove@kelli.shop, with “unsubscribe” in the subject line.

  

When will my order incur storage fees?

We allow 30 calendar days for you to accept your order without fees, after which you will incur a storage fee of $25, per order.

 

 What is your price adjustment policy?

 A sale price credit will be honored if an item goes on sale within 14 days after an order is placed. The credit will be applied to the original source of payment for the difference between the price that was charged and the sale price.

 Important Pricing Note

 Prices shown are in Canadian dollars and apply to orders shipped within the Canada only. Prices do not include sales tax and are subject to change. All pricing errors are subject to correction.

 Is your website secure?

 This site has security measures in place to protect against the loss, misuse and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information, including your credit card information and sign-in password, is stored in encrypted format at all times. This website, and more important, all user information, is further protected by a multilayer firewall-based security system.

 

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