Return Policy

We want to make sure returns are as easy as possible to do, but if you need more information on our Returns Policy, how to returns or the process then scroll down.

Thanks for being an awesome kelopell customer and read on for the full Returns Policy.

Returning a faulty or incorrect item?

We want to sort out any issues with faulty items straight away.

If you discover a fault, please contact our Customer Care team using the order number, the faulty item's name and number, and a description of the fault.

We want to sort out any issues with incorrect items straight away.

If one of the items you received isn't what you ordered, please send it back to us and we'll refund you as soon as it's arrived back at our warehouse.

To create your return, simply log into 'My Account' and click 'Create Return' next to the order you're sending back. Don't forget to select 'incorrect item received' as your reason for return.

If you still want the item and it's still in stock, please order it through our website as normal. The easiest way to do this is to log into 'My Account', view your original order, and then add the item to your shopping bag.

Returning an unwanted item?

We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.

If you return an item requesting a refund within 28 days of receiving it, we'll give you a full refund by way of the original payment method.

If you return an item requesting a refund within 29 and 45 days of receiving it, we'll give you an kelopell gift voucher for the amount equivalent to the price you paid for the item.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Final Sale

Please note, products marked as Final Sale are not eligible for return or refund.

Proof of postage

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

Keep it clean

Some items can't be returned, please check product descriptions before you order.

Original condition

If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags.

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Can I exchange my item?

We don't offer exchanges on orders- if you would like a different size or colour, please return your unwanted item and place a new order.