Items purchased online at kalenashoes.com cannot be returned or exchanged in-store. Email all return or exchange requests to firstname.lastname@example.org
Regular price items may be returned online for a full refund within 3 days of receipt of goods. Regular price items may be returned for exchange or store credit within 14 days of receipt of goods.
Sale items may be returned for exchange or store credit only within 14 days of receipt of goods. Sale Items cannot be refunded.
Clearance items (reduced 50% or more), cannot be returned.
Items returned must be in perfect condition, unworn, unaltered, and in the original box with all tags attached. Items that do not comply may be denied at the discretion of kalena’s.
Kalena’s will hold items for exchange once we provide a Return Authorization number.
COMPLETING A RETURN OR EXCHANGE
1. Email email@example.com with exchange, store credit or refund request. Include original order ID number, inventory ID number, and reason for return.
2. Once approved, kalena’s will issue a Return Authorization number (RA number)
along with further instructions.
3. Wrap the parcel; write the RA number and “Canadian Goods Return” on the outside of the package and return to the following address:
KALENA’S Online Sales
1526 Commercial Drive Vancouver
BC, Canada, V5L 3Y2
Canadian Goods Return
4. Email the Postal Service tracking number to firstname.lastname@example.org.
Returns are processed within 5 business days of item receipt. You will be notified by email once kalena’s has initiated the refund or issued store credit. All refunds are provided in the same method as original payment.
Credit card returns can take up to one week to appear on billing statement. Please contact your credit card company should you require refund information.
SHIPPING AND DUTY
Shipping charges are non-refundable. Return shipping charges are incurred by the client.
Returns must be sent by domestic mail service (Canadian residents use Canada Post and US residents use US Post).
Parcels cannot be returned C.O.D. or with a courier service (i.e. FedEx, UPS etc.).
Clients must fully ensure return parcel and provide a Postal Service tracking number.
For U.S. and International returns, mark the parcel as “Canadian Goods Return” on customs forms. Duties incurred by kalena’s as a result of mislabelling or marking as “gift” will be deducted from the refund or store credit amount.
Kalens’s will not refund international duties and taxes.
Kalena’s will not accept liability for shipping loss or damage of return goods. We will not assume responsibility for reimbursement of parcels without proof of delivery to kalena’s Online Sales(address listed above).
Kalena’s reserves the right to reject returns that do not comply with policy.
For more information on shipping, refer to Shipping.
Once an order has been shipped, it cannot be cancelled or changed. If package is refused, a restocking fee equal to the return shipping charge will be deducted from the refund.
Phone: +1 (604) 255 3727