At Evelyn & Kai, your satisfaction is our top priority. If you're not happy with your products, we provide a simple and straightforward 30-day money-back guarantee return policy.
To begin a return or to cancel your purchase, please contact us at hello@evelynkai.com.
Please read the following guidelines to understand our return process:
1. Eligibility for Returns/Cancellations:
Items must be returned within 30 days of arrival.
Items must be in their original condition, unused, and with all tags and packaging intact.
For cancellations, please email us within 1 hour of purchase, as once your order is processed, it cannot be canceled. We will confirm all cancellations via email.
Please check all items upon arrival, even if the item is a gift. We do not accept any inquiries about damaged items once 30 days have passed from the date of arrival.
2. Return Process:
Email our team at hello@evelynkai.com with your order number, the item(s) you would like to return, and your reasoning for returning an item.
Package the item in its original packaging.
Send the item back to the address we provide via email.
Once our team receives your returned parcel, we will begin processing a refund or exchange.
3. Return Shipping:
Customers are responsible for the return shipping costs unless the return is due to a mistake on our part, such as an incorrect item sent or an item arriving defective.
We recommend using a reliable shipping service with tracking for your return shipment. Evelyn & Kai is not responsible for any lost or damaged packages during return transit.
4. Refund Process:
Once we receive the returned item(s) and verify that they are in original condition, we will process the refund.
The refund will be issued to the original payment method used during the purchase.
Returns for refunds are subject to a 10% processing and restocking fee.
If you choose to exchange the item, you will not be charged any fees.
Please note that shipping costs, if any, are non-refundable.
5. Order Cancellation:
We encourage all our customers to be 100% satisfied with the items in their cart before completing any purchases.
Cancellations are subject to a 5% bank processing and handling fee, which will be deducted from your refund amount.
You can make changes to an order or cancel an order within 1 hour of placing it.
Once your order is processed, it cannot be canceled. We will confirm all cancellations via email.
If you would like to return an item for a refund or exchange, you have 14 days to email us upon delivery.
6. Received Wrong Item:
We sincerely apologize if our team has sent you the wrong item. Please send us an email with your order ID and a photo of the wrong item received.
7. Missed Event Dates:
We cannot guarantee that your order will arrive in time for any special occasions.
Please ensure that you place your order well in advance to allow for any unforeseen delays.
If you would like to return an item, please email us within 30 days of the parcel arriving.
Customers are responsible for the return shipping costs.
8. Missing Parcels:
If your parcel is marked as delivered to the provided shipping address, with or without a signature, but you haven't received your items, we will do everything we can to resolve the situation.
To protect Evelyn & Kai from fraud, we will provide a reshipment or another form of compensation once we have completed a full investigation with the logistics team and our customers.
We do not provide refunds for any lost items by postal services.
9. Customer Support:
Our friendly customer support team is available to assist you around the clock with any questions or concerns.
You can reach out to us via email at hello@evelynkai.com.
Please allow up to 48 hours for a response.
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