Shipping & Returns
Local Shipping within Singapore
Delivery via local courier partner/Smartpac - $4.00 (FREE with orders $40 and above) = 1 to 4 business days
International Shipping
Registered Airmail (Malaysia & Brunei) - $8.00 (FREE with orders $80 and above) - 4 to 10 business days Registered Airmail (Asia except Japan, Malaysia & Brunei) - $15.00 (FREE with orders $100 and above) - 4 to 14 business days Registered Airmail (Rest of the world) - $20.00 (FREE with orders $120 and above) - 4 to 16 business days Shipping fees stated are not inclusive of customs, import duties and taxes.
Tracking your Order
You will receive a notification on the tracking number for applicable shipping options.
Return Policy
- Earrings cannot be exchanged for hygiene purposes. - All items are quality checked prior to despatch. If by any chance you did receive a faulty item, you have 14 calendar days to return it after receiving your order. - Our return policy covers incorrect or faulty items. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging. - Returns instructions are listed at the bottom of this page and must be followed closely for your return to be processed. We will assess on a case-by-case-basis to perform a repair, issue a replacement, credit voucher or refund to you. - Voucher codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded. - Please note that differences in measurements (unless in extreme cases, which will be determined at our discretion) and colour discrepancies (actual product appears darker/lighter and varies from monitor) do not constitute as product faults. Sale items, mystery bag items and gift cards are also strictly bound by a no return/exchange policy. Items marked as final sale or received in any other special sale/BOGO event are also not eligible for exchange/refund. - Please contact us within 5 days from the receipt of your order before returning the item. - Returns received without an open returns ticket will not be processed. - Unless arrangements are made with us, you cover the cost of the return. - Please note that exceptions may apply for the return of certain custom-made, hygienic and other products. = If you have any questions, please contact us: kiyella.official@gmail.com
Instructions for Returns
- If you wish to make a return, send an email to our customer service team at kiyella.official@gmail.com with the email subject [Returns Request: Order Number] to open your returns ticket within 5 days of receiving your order. - In your email, be sure to include your order number, a specification of which item(s) the return relates to AND a photo of the item you wish to return. - Refund requests submitted more than 5 days after receipt of order will be ineligible for exchange/refund. - Ship the items for return within 14 days from the day you receive your order. - Once you receive the notification from our customer service team to proceed with the return, you will need to send us the incorrect or faulty item via SingPost registered mail and provide us with the tracking number. - We will refund the postage costs you have incurred if investigations conclude that the error lies with us so please retain postage receipts and email them to us. You are responsible for any damage incurred to items during the return shipment. We therefore strongly recommend that you send the products well packaged, in good condition and in their original box and/or packaging. - If a returned item is shipped internationally, mark as "RETURNED GOODS" to avoid any Customs charges. - We are not responsible for any charges imposed on packages returned by Customs. - Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange/refund. - Unless otherwise agreed upon, the refund will be processed through the same payment method you used to make your original purchase. - If the product or packaging is used or damaged, we reserve the right to deduct any depreciation in value when refunding the product. - We reserve the right to reject any exchange/refund requests if the product is found to be used or tampered with. - In the event that a return cannot be accepted, the sender will bear all costs in having the item sent back to the sender's address.