Policies & FAQ
FREQUENTLY ASKED QUESTIONS
If you can't find your answer below, don't hesitate to email us at firstname.lastname@example.org.
Q- Can I exchange or return an item? (Our most Frequently Asked Question)
A- Per our company policy we are happy to exchange or return your items for you within 30 days of your purchase and unused only. The customer is responsible for all return shipping charges, with the exception of defective item situations. Please write on your packing slip the reason for your return and what you would like us to do for you.
Please send to:
1881 W Traverse PKWY STE E #259 Lehi, UT 84043 United States
Q- Can I cancel my order?
A- We know there might be some hesitation after a purchase. As long as your order has not shipped, we are happy to cancel it for you.
Q- Can I return product purchased through other retailers?
A- Unfortunately we are unable to process returns or exchanges made through other retailers. Please understand that even though it may be a Kesley Jade product, you will need to go through the vendor in which you purchased the product.
Q- How much are shipping rates?
A- Kesley Jade orders are priced by weight. Domestically If the item being purchased is under 1lb the shipping cost will be $6. 1lb–1.99lb shipping is $11. 2lb–3.99lb shipping is $12. 4lb–6lb shipping is $15.00. 6.01lb and up shipping is $18. International shipping is also by weight and can range anywhere from $21-$76 depending on weights. All products will leave our warehouse 2-3 business days. Any duty fees and/or taxes that may be due upon receiving a package in a different country will be the responsibility of the customer.
Q-What happens when my order is returned for undeliverable reasons?
A-There are times when a package is marked as undeliverable by the shipping method after the order leaves our warehouse. In these instances, the package will be returned back to us. When our team receives "Return To Sender" packages, our team will automatically refund you on your original form of payment
Q - How do I log into my account?
A - Click "Sign In" at the top of our home page and then just enter your email address along with password. Ta-DA!
Q - How do I track my package?
A - Once your order ships, you will receive an email with a link to track your package. Click on that link and get excited. Don't forget to include your email when creating an order.
Q - How long will it take to receive my order?
A - We will ship your order within 2-3 business days, unless otherwise noted on the product listing. Once it ships it usually takes 3-5 business days to get to you. International shipping has been taking 7-10 Business days. (sometimes more sometimes less), although we cannot guarantee when it will arrive as once it leaves our warehouse it is out of our hands.
Q - How do I use a discount code?
A - During the first step of checkout, click where it says "Have a discount code? Click here" then put in your chosen code and click "Apply"-- remember, you can only use one discount code at a time.
Q - How do I use my gift card or store credit?
A - On the second step of checkout, you will place the code in the Gift Card box and click "Apply."
A - Our system will only allow one discount code to be used on an order.
Q - How do I edit my cart?
A - Click on the cart at the top right of the page. This will bring up a side bar with the contents of your cart. Click "edit" and make your adjustments. Please Note: sometimes on an iphone or ipad you may not be able to see the whole word "edit" once you are in your cart, but you should see at least an "e" so just click on that!
A - Great question! Any duty fees and/or taxes that may be due upon receiving a package in a different country other than USA will be the responsibility of the customer.
A - Currently we are shipping to:
Australia, Canada, Germany, United Kingdom, France, Switzerland, United Arab Emirates, Norway, Portugal, Spain, Sweden, South Africa, Costa Rica, Dominican Republic, Jamaica, Mexico, Bahrain, Netherlands, New Zealand, Argentina, Denmark.
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