Customer Care

RETURN POLICY 

WE WANT YOU TO BE COMPLETELY SATISFIED WITH YOUR PURCHASE. WE WILL GLADLY ACCEPT THE RETURN OF ANY UNWORN, UNWASHED AND UNALTERED MERCHANDISE. YOUR RETURN SHOULD INCLUDE ORIGINAL PACKAGING AND TAGS AS WELL AS ORIGINAL INVOICE.

THE RETURN AUTHORIZATION MUST BE REQUESTED WITHIN 14 DAYS OF RECEIVING YOUR ORDER. 

SALE MERCHANDISE IS FINAL SALE UNLESS DEFECTIVE.  FINAL SALE ITEMS ARE NOT ELIGIBLE FOR REFUND, EXCHANGE OR STORE CREDIT.

 

PROCESS A RETURN

REQUEST A RETURN AUTHORIZATION NUMBER WITHIN 14 DAYS OF RECEIVING BY EMAILING ORDERS@KAELENNYC.COM. 

PLEASE INCLUDE THIS NUMBER ON ORIGINAL INVOICE AND INCLUDE IN YOUR RETURN ALONG WITH ORIGINAL PACKAGING  AND TAGS.

THE RETURN MUST BE RECEIVED WITHIN 10 DAYS OF ISSUING THE RETURN AUTHORIZATION NUMBER. 

ONCE WE HAVE RECEIVED AND PROCESSED YOUR RETURN YOU WILL BE NOTIFIED BY EMAIL. YOUR REFUND WILL THEN BE PROCESSED IN THE ORIGINAL FORM OF PAYMENT WITHIN 5 BUSINESS DAYS. ORIGINAL SHIPPING COST IS NON-REFUNDABLE.

WE WILL BE HAPPY TO PROVIDE YOU WITH A RETURN LABEL VIA EMAIL* PLEASE SEND ALL RETURNS AND EXCHANGES TO THE FOLLOWING ADDRESS:

BERGEN LOGISTICS 
C/O KAELEN
5903 WEST SIDE AVENUE
NORTH BERGEN, NJ 07047

*PLEASE NOTE WE CHARGE A $10.00 RETURN SHIPPING FEE THAT IS DEDUCTED FROM YOUR REFUND IF USING OUR PRE-PAID RETURN LABEL. WE ACCEPT RETURNS BY YOUR CHOSEN COURIER. RETURN SHIPPING MUST HAVE TRACKING. 

FOR FURTHER ASSISTANCE PLEASE CONTACT US AT ORDERS@KAELENNYC.COM OR CALL 1 212 219 2979, MONDAY TO FRIDAY, 10AM TO 6PM EST.

*KAELEN RESERVES THE RIGHT TO CHARGE A FEE OF $10.00 IF ANY OF THE ABOVE CRITERIA HAS NOT BEEN MET.

SALES TAX

WE CHARGE TAX BASED ON THE STATE IN WHICH YOU RESDIE, AS REQUIRED BY APPLICABLE LAWS. TAX WILL BE ADDED TO YOUR ORDER ONCE SHIPPING INFORMATION IS PROCESSED.

 

SHIPPING AND DELIVERY

ALL DOMESTIC ORDERS ARE SHIPPED VIA UPS. 

ORDERS PLACED BEFORE 2 PM WILL SHIP OUT SAME DAY. PLEASE ALLOW FOR THE TIME INDICATED BY YOUR PREFERRED SHIPPING METHOD

*ANY ORDER THAT CAN NOT BE DELIVERED AND IS RETURNED TO KAELEN WILL BE CANCELLED UPON RETURN AND A $25.00 RETURN FEE WILL BE DEDUCTED FROM THE REFUND. ORIGINAL SHIPPING FEE IS NON REFUNDABLE. 

DOMESTIC SHIPPING METHODS AND FEES
GROUND - COMPLIMENTARY (up to 7 business days)
2ND DAY AIR - $35.00
NEXT DAY AIR - $50.00 
TRACKING

A SHIPPING CONFIRMATION IS EMAILED TO YOU AS SOON AS YOUR PURCHASE HAS BEEN SHIPPED.  IF YOU HAVE QUESTIONS ABOUT THE DELIVERY OF YOUR PURCHASE, PLEASE CONTACT US AT ORDERS@KAELENNYC.COM

*KAELEN CAN NOT BE HELD RESPONSIBLE FOR DELAYS CAUSED BY THE CARRIER.

INTERNATIONAL ORDERS

KAELEN IS PLEASED TO NOW OFFER SHIPPING WORLDWIDE.

KAELEN HAS PARTNERED WITH A TRUSTED THIRD-PARTY COMPANY, INTERNATIONAL CHECKOUT, TO FULFILL ORDERS USING AN INTERNATIONAL CREDIT CARD OR SHIPPING TO AN INTERNATIONAL ADDRESS. INTERNATIONAL CHECKOUT IS A LEADING INTERNATIONAL ORDERING PROVIDER OFFERING SECURE INTERNATIONAL TRANSACTIONS AND CUSTOMER SUPPORT TO OVER 250 DESTINATIONS INCLUDING APO/FPO ADDRESSES.

SIMPLY PUT THE ITEMS YOU WISH TO PURCHASE IN OUR SHOPPING CART AND CHOOSE THE "INTERNATIONAL CHECKOUT" OPTION WHEN YOU ARE READY TO CHECK OUT. YOUR ITEMS WILL BE TRANSFERRED TO INTERNATIONAL CHECKOUT FOR PROCESSING. YOU MAY PAY BY INTERNATIONAL CREDIT CARD, PAYPAL OR BANK TRANSFER. INTERNATIONAL CHECKOUT WILL PROCESS YOUR ORDER, INCLUDING BILLING, SHIPPING AND CUSTOMER SERVICE. ONCE YOUR ORDER IS COMPLETED, PLEASE SEND ALL INQUIRIES, INCLUDING RETURNS AND EXCHANGES, TO INTERNATIONAL CHECKOUT AT SUPPORT@INTERNATIONALCHECKOUT.COM.

INTERNATIONAL ORDERS - TRACKING

TO CHECK THE STATUS OF YOUR ORDER OR TRACK YOUR PACKAGE, PLEASE LOGIN TO YOUR INTERNATIONAL CHECKOUT ACCOUNT:HTTP://WWW.INTERNATIONALCHECKOUT.COM/LOGIN.PHP

PLEASE VISIT THE INTERNATIONAL CHECKOUT CUSTOMER SERVICE PAGE FOR MORE INFORMATION AND PHONE NUMBERS IN YOUR REGION:HTTP://WWW.INTERNATIONALCHECKOUT.COM/CS.PHP

 

CHANGES/CANCELLATIONS

YOU MAY CANCEL/EDIT AN ORDER ANY TIME BEFORE THE ORDER SHIPS. PLEASE SEND AN EMAIL AS SOON AS POSSIBLE TO ORDERS@KAELENNYC.COM. WE WILL MAKE EVERY EFFORT TO ACCOMMODATE YOUR REQUEST, HOWEVER, ONCE AN ORDER HAS BEEN PROCESSED FOR SHIPMENT WE ARE UNABLE TO MODIFY OR CANCEL THE ORDER. IN THIS CASE, PLEASE REFER TO OUR RETURN POLICY TO PROCESS A RETURN.

DISCOUNTS ON THE SITE ARE ONLY AVAILABLE DURING THE TIME OFFERED. WE HONOR THE DISCOUNT FOR PURCHASES MADE WITHIN 24 HOURS BEFORE DISCOUNT IS ANNOUNCED.

 

CONTACT US

FOR ADDITIONAL ASSISTANCE PLEASE CONTACT US VIA EMAIL AT ORDERS@KAELENNYC.COM OR:

KAELEN
52 E. BROADWAY
6TH FL
NEW YORK, NY 10002
TEL 212 219 2979
MONDAY – FRIDAY, 10AM – 6PM EST