Refund policy

Returns & Refunds Policy

Thanks for shopping at Kailen. We want you to love your new jewelry, but if you are not entirely satisfied with your purchase, we’re here to help.

Returns

You have 14 calendar days from the date you received your item to notify us that you wish to return it.
To be eligible for a return, your item must be unworn, unused, and in the same pristine condition that you received it. It must be in its original packaging (including any tags, gift boxes, or pouches).
For hygiene reasons, please note that we cannot accept returns on earrings unless they arrive faulty.

How to Start a Return

To initiate a return, please email our support team at info@kailen.co.uk with your order number and the reason for your return.

Please do not send your purchase back to the sender address on your parcel box. Our team will reply directly via email with the correct return instructions and the dedicated return address.

Return Shipping Costs

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
We highly recommend using a tracked shipping service (such as Royal Mail Signed For). We cannot guarantee that we will receive your returned item, and we cannot issue refunds for items that are lost in transit back to us.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned merchandise. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your original method of payment (your credit/debit card or PayPal account).

You will receive the credit within a certain amount of days, depending on your card issuer's or payment provider's policies (typically 3–5 working days for standard bank processing).

Damaged or Faulty Items

If your jewelry arrives damaged or faulty, please contact us immediately at info@kailen.co.uk within 48 hours of delivery with clear photographs of the damage so we can arrange a swift replacement or full refund.