Shipping Policy
At KAELISE, we want your shopping experience to be simple and transparent. This Shipping Policy explains how we process and deliver orders for our home décor collections, including lighting, candles, fragrances, wall décor, textiles, vases, florals, and seasonal décor.
1. Order Processing
Orders are processed after payment has been successfully received.
Please allow 2–5 business days for order processing and preparation before your order is shipped.
Orders placed on weekends or public holidays may begin processing on the next business day.
During holidays, sales, product launches, or periods of high order volume, processing may take slightly longer.
2. Shipping Times
Once your order has been shipped, estimated delivery times may vary depending on your destination and shipping method.
Typical delivery times are:
- Standard Shipping: 7–20 business days
- Express Shipping: 5–12 business days, where available
These are estimated delivery windows and are not guaranteed delivery dates.
Delivery times may be affected by factors outside our control, including carrier delays, customs processing, weather conditions, public holidays, or other unforeseen circumstances.
3. Shipping Confirmation & Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing tracking information when tracking is available.
Please allow some time for tracking information to become active after your order has been dispatched.
You can use the tracking information provided to monitor the progress of your shipment.
4. Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully review your:
- Full name
- Street address
- Apartment or unit number
- City
- State/Province
- Postal/ZIP code
- Contact information
KAELISE is not responsible for delivery issues caused by incorrect, incomplete, or outdated shipping information provided by the customer.
If you notice an address error after placing your order, please contact us as soon as possible. We will do our best to assist, but we cannot guarantee that an address can be changed once an order has entered processing or shipping.
5. International Shipping
KAELISE may offer shipping to selected international destinations.
International orders may be subject to customs clearance procedures, import duties, taxes, or other charges imposed by the destination country.
Any applicable customs duties, import taxes, or other destination-specific charges may be the responsibility of the customer unless otherwise stated at checkout.
Customs processing may also result in additional delivery time.
6. Delayed or Lost Packages
Although we work with shipping carriers to ensure orders are delivered safely, occasional delays can occur.
If your tracking information indicates that your package has been delivered but you cannot locate it, please first check with household members, neighbors, building management, or the designated delivery location.
If you believe your package has been lost or significantly delayed, please contact our customer support team with your order number and tracking information so we can assist you.
7. Damaged Packages
If your package arrives visibly damaged, please take photographs of the package and the product before disposing of any packaging materials.
Contact KAELISE Customer Support as soon as possible and provide:
- Your order number
- Photographs of the damaged packaging
- Photographs of the damaged product
- A brief description of the issue
We will review the situation and determine the appropriate solution.
8. Incorrect or Missing Items
If you receive an incorrect item or an item is missing from your order, please contact us within 7 days of delivery.
Please include your order number and clear photographs of the items received so our team can investigate and assist you.
9. Multiple Shipments
Depending on product availability and fulfillment requirements, items from the same order may occasionally be shipped separately.
If your order arrives in multiple packages, you may receive separate tracking information for each shipment.
10. Undeliverable or Refused Packages
If an order is returned to us because of an incorrect address, incomplete address, failed delivery attempts, refusal of delivery, or failure to collect the package, additional shipping costs may apply if a reshipment is requested.
Any refund for an undeliverable order will be reviewed on a case-by-case basis and may be reduced by applicable shipping or handling costs.
11. Changes to This Shipping Policy
KAELISE reserves the right to update this Shipping Policy at any time.
Any changes will become effective once the revised policy is published on our website.
12. Contact Us
If you have questions about your order, shipping status, delivery, or tracking information, please contact KAELISE Customer Support through the contact information available on our website.
We appreciate your patience and look forward to helping you create a beautiful space with KAELISE.
KAELISE — Elevate the Everyday.