– Kelly & Shannon

Return & Refund Policy

Last updated: September 29, 2026

This policy applies to all orders placed on kellyandshannon.com and delivered within the United States. All amounts stated below are in U.S. dollars (USD), the currency of our store.

Summary

Return window: 30 days from the date you receive your order
Return method: by mail (parcel shipment)
Return label: not provided and not prepaid
Return shipping cost: paid by you, except for defective, damaged or incorrect items
Restocking fee: $0.00
Refund timeframe: inspection within 2–5 business days, refund issued within 14 days at the latest
Exchanges: handled as a return followed by a new order

Items eligible for return

Non-defective items

You can return non-defective items within 30 days of receiving your order if they are unworn, unwashed, have all original tags attached, and are in their original packaging. You may try items on briefly to check the size and fit.

Defective, damaged or incorrect items

If you receive an item that is defective, damaged or not what you ordered, we pay for the return shipping. You can choose between a replacement or a full refund.

Exclusions

For hygiene reasons, items such as jewelry and hats can only be returned if they are clean and unused. If we have any doubts about the condition of a returned item, we will contact you first before making a decision.

Required product condition

Returned items must be in the same condition as you received them: unworn, unwashed, free of stains, odors, makeup or pet hair, with all original tags attached, and in their original packaging. Items that do not meet these conditions may be refused or returned to you.

How to start a return

Email us at support@kellyandshannon.com within 30 days of receiving your order.
Include your order number, your name and address, the items you want to return, the reason for the return, and photos if an item is damaged or defective.
We reply within 24 business hours with the return address and instructions.
Ship your return with a tracked shipping service and keep your proof of shipment.

Important: never send items back before you have received our written confirmation with the return address, and do not send returns to the sender address shown on your package. Returns sent to another address cannot be processed.

Return shipping and labels

We do not provide a return label and return shipping is not prepaid. You arrange and pay for the return shipment yourself, unless the item is defective, damaged or incorrect. In that case we reimburse the return shipping costs. We recommend using a tracked service, as we cannot refund returns that are lost in transit without proof of shipment.

Refunds

We inspect your return within 2–5 business days of receiving it and email you once it has been approved. Refunds are issued to your original payment method within 14 days at the latest. Because shipping on all orders is free, there are no shipping costs to refund. Please allow your bank or card issuer an additional 3–10 business days to process the refund.

Exchanges

We do not offer direct exchanges. If you would like a different size or color, return the original item following the steps above and place a new order for the item you want.

Changing or canceling an order

If you want to change or cancel your order, email us as soon as possible at support@kellyandshannon.com. If your order has not yet been shipped, we will change or cancel it and refund you in full. Once an order has been shipped, it can no longer be canceled, but you can return it under this policy.

Complaints

If you are not satisfied with how your return or refund was handled, please email us with your order number and a description of the issue. We will respond within 24 business hours and work with you to find a solution.

Contact

Email: support@kellyandshannon.com
Phone: +31 6 10198853
Response time: within 24 business hours

Customer service hours:
Monday to Friday: 8:00 AM – 5:00 PM (ET)
Saturday and Sunday: closed

See also: Shipping Policy, FAQ and Contact.