You have 30 days from delivery to return eligible items for a refund.
What can I return?
- Items that are unused and in their original packaging.
- Clothing, costumes, hats and slippers must be unworn and unwashed.
- For hygiene reasons, beauty and personal-care tools (such as face rollers and foot files) and masks can only be returned unopened.
How do I start a return?
- Email kaelbystore@outlook.com with your order number and the items you'd like to return.
- We'll reply within 1 business day with the return address and instructions. Returns go to our address in Calgary, Alberta.
- Pack the items securely and send them back. We recommend a tracked shipping service.
Please don't send items back before you hear from us. Packages sent without a return request can't always be matched to an order.
Damaged, faulty or wrong item?
We're sorry! Email us a photo within 7 days of delivery. We'll send a free replacement or give you a full refund, whichever you prefer. In most cases you won't need to send anything back.
Who pays for return shipping?
- If an item is damaged, faulty or not what you ordered, we cover it.
- If you've changed your mind, you pay the return shipping. Because your original shipping was free, nothing is deducted from your refund.
When will I get my refund?
We process refunds within 5 business days of receiving your return. The money goes back to your original payment method. Your bank may take a further 3–10 business days to show it.
Exchanges
Need a different size or colour? Email us and we'll help. The fastest way is usually to place a new order and return the original item for a refund.
Discount codes
Items bought with a discount code, such as SPOOKY15, can be returned. We refund the amount you actually paid.