FAQ
Ordering
How do I place an order?
Choose your item, select your size and color, and click "Add to cart". When you are ready, go to your cart and click "Check out". Enter your shipping details and payment information, and you will receive an order confirmation by email.
Can I change or cancel my order?
Yes, as long as your order has not yet been shipped. Email us as soon as possible at support@kellyandshannon.com with your order number. Once your order has been shipped, it can no longer be changed or canceled, but you can return it within 30 days.
How do I find my size?
Check the size information on the product page and compare the measurements with a similar item you already own. If you are unsure, email us and we will help you choose.
Shipping
Where do you ship?
We ship to addresses within the United States only.
How much does shipping cost?
Shipping is free on every order: $0.00 USD, with no minimum order value.
How long does delivery take?
Processing takes 1–3 business days and transit takes 5–12 business days, for a total delivery time of 6–15 business days. Orders placed after 5:00 PM (ET) or on weekends enter processing on the next business day. See our Shipping Policy for details.
Do I have to pay customs or import fees?
No. Your order may be shipped from a warehouse outside the United States, but any import duties and customs fees are paid by us. The price at checkout is the final price.
How can I track my order?
As soon as your order ships, we email you a tracking number and link. You can also follow your shipment on our Track Your Order page. It can take 24–72 hours before the first scan appears.
My parcel is marked as delivered, but I have not received it. What now?
Check with neighbors, your mailbox and any safe place around your home. If you still cannot find it, email us within 7 days of the delivery date and we will open an investigation with the carrier.
Returns and Refunds
What is your return policy?
You can return items within 30 days of receiving your order, as long as they are unworn, unwashed, with tags attached and in their original packaging. There is no restocking fee. Read our full Return & Refund Policy.
How do I start a return?
Email support@kellyandshannon.com with your order number, the items you want to return and the reason. We reply within 24 business hours with the return address. Please do not send anything back before you have received our confirmation.
Who pays for return shipping?
You pay for the return shipment and we do not provide a return label. If an item is defective, damaged or incorrect, we pay the return shipping.
When will I get my refund?
We inspect your return within 2–5 business days of receiving it and issue the refund to your original payment method within 14 days at the latest. Your bank may need another 3–10 business days to process it.
Can I exchange an item?
We do not offer direct exchanges. Return the original item and place a new order for the size or color you want.
Payment
Which payment methods do you accept?
Visa, Mastercard, Shop Pay, Apple Pay and Google Pay. All prices are shown in U.S. dollars (USD). See our Payment Policy for more information.
Is it safe to pay on your website?
Yes. Payments are processed through Shopify's PCI DSS compliant checkout over an encrypted connection. We never see or store your full card details.
My payment was declined. What should I do?
Check that your card details and billing address are entered correctly, or try another payment method. If the problem continues, contact your bank or email us for help.
Privacy
How do you handle my personal data?
We only use your data to process your order, provide customer service and, with your consent, send you updates. Read our Privacy Policy for details.
Contact
How can I contact you?
Email support@kellyandshannon.com, call +31 6 10198853, or use the form on our Contact page. We answer within 24 business hours.
Customer service hours:
Monday to Friday: 8:00 AM – 5:00 PM (ET)
Saturday and Sunday: closed
Company Information
Store Name: Kelly & Shannon
Email: support@kellyandshannon.com
Phone: +31 6 10198853
Trading Address: 1427 Maple St, Fayetteville, AR 72701, United States
Company Name: Veyra
Registration Number (KvK, Netherlands): 42127286
VAT Number: NL005515456B40
Registered Office: Arnelaan 7, 4335 TA Middelburg, Zeeland, Netherlands
Kelly & Shannon is a trading name of Veyra.