FAQ

If you have a question, please consult our list of frequently asked questions before reaching out for assistance.

Orders & shipping

Can I change or cancel my order?

If you need to make changes, please contact us as soon as possible. Once an order has been processed, we may not be able to modify or cancel it.

Will I receive an order confirmation?

Yes, once your payment is successfully completed, you will receive an order confirmation email with your order details.

Do you offer free shipping?

Yes, we offer free shipping on all orders.

How long does delivery take?

Estimated delivery time is 7–12 business days, including processing and shipping.

Read more

How can I track my order?

Once your order has been shipped, you will receive a tracking number via email. You can also go to Track Your Order

What if my order is delayed or lost?

If you experience any delivery issues, please contact our support team. We will assist you and resolve the issue as quickly as possible.

Return & Refunds

What is your return policy?

We offer a 30-day return policy from the date you receive your order.

Read more

What condition must items be in?

Items must be unused, in original condition, and returned with all original packaging.

Who pays for return shipping?

If the item is defective or incorrect, we cover the return cost. For change of mind returns, the customer is responsible for return shipping.

How long does it take to receive a refund?

Once your return is approved, refunds are processed within 7 business days. The time for funds to appear depends on your payment provider.

Can I exchange an item?

Yes, we offer exchanges for different sizes, colors, or products. Please contact us for assistance or read our return & refund policy

Customer Support

How can I contact you?

You can reach us via email at support@kerelly.com or by phone (+61480810322) during business hours. Or directly via our contact form.

What are your customer service hours?

Monday to Friday: 9:00 AM – 5:00 PM
Saturday and Sunday: Closed

How quickly will I receive a response?

We aim to respond to all inquiries within 24 hours during business days.