FAQs
Everything you need to know about shopping with KAELISE
1. What is KAELISE?
KAELISE is a home décor and lifestyle brand offering thoughtfully selected pieces designed to add warmth, character, and style to your space. Our collections include lighting, candles, fragrances, décor, wall décor, textiles, vases, florals, and seasonal décor.
2. What products does KAELISE offer?
Our collections include:
- Lighting
- Candles & Fragrances
- Home Décor
- Wall Décor
- Textiles
- Vases & Florals
- Seasonal Décor
We regularly update our collections with new styles and seasonal pieces.
3. How long does shipping take?
Orders typically require 2–5 business days for processing.
After dispatch, standard delivery generally takes approximately 7–20 business days, while express shipping, where available, may take approximately 5–12 business days.
Delivery times are estimates and may vary depending on your destination, carrier, customs processing, holidays, and other circumstances.
4. Will I receive tracking information?
Yes. When tracking is available for your order, we will provide tracking information after your order has been shipped.
Please allow some time for the tracking information to become active after dispatch.
5. Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible after placing it.
We will do our best to accommodate your request, but changes or cancellations cannot be guaranteed once an order has entered processing or shipping.
6. Can I return my order?
Yes. Eligible products may generally be returned within 30 days of delivery, provided they meet our return conditions.
Products must typically be unused, undamaged, and in their original condition and packaging.
Please review our Return & Refund Policy for complete details.
7. Are all products eligible for returns?
No. Certain products may be non-returnable due to their nature, including used candles, opened or used fragrances, personalized items, final-sale products, and other products identified as non-returnable.
8. What if my order arrives damaged?
If your product arrives damaged or defective, please contact us within 7 days of delivery.
Include your order number along with clear photographs of the product and packaging. Our team will review the issue and help determine the appropriate solution.
9. What if I receive the wrong item?
Please contact us within 7 days of delivery if you receive an incorrect product.
Provide your order number and photographs of the item received so we can investigate and assist you.
10. How will I receive my refund?
Approved refunds are generally issued to your original payment method.
Once a refund has been processed, your bank or payment provider may require additional time to make the funds available in your account.
11. Do I have to pay for return shipping?
For returns due to personal preference, such as changing your mind or ordering the wrong product, return shipping may be the customer's responsibility.
If an item is defective, damaged upon arrival, or incorrect due to an error on our part, we will review the situation and may cover or reimburse reasonable return shipping costs where applicable.
12. Do you ship internationally?
KAELISE may offer shipping to selected international destinations.
International orders may be subject to customs duties, taxes, or other charges imposed by the destination country. These charges may be the customer's responsibility unless otherwise stated at checkout.
13. Why is my order arriving in multiple packages?
Some orders may be shipped in separate packages depending on product availability, fulfillment requirements, or shipping arrangements.
If this happens, you may receive separate tracking information for each shipment.
14. How should I care for my KAELISE products?
Care instructions can vary depending on the product and materials used.
Always follow any care instructions, warnings, labels, and safety recommendations provided with your product, particularly for candles, fragrances, lighting, textiles, and delicate décor.
15. Are product colors exactly as shown online?
We make every effort to display product colors accurately. However, colors may appear slightly different depending on your screen settings, lighting conditions, and device.
Minor variations in color, texture, or finish may occur.
16. Is my payment information secure?
Payments may be processed through secure third-party payment providers. Your payment information is handled according to the applicable payment provider's security and privacy practices.
17. How can I contact KAELISE?
If you have questions about an order, product, shipping, returns, or anything else, please contact KAELISE Customer Support through the contact information available on our website.
We're always happy to help.
KAELISE — Elevate the Everyday.