Here are some frequently asked questions, however, if you have other questions, feel free to send them to [email protected]
We are located in NJ, USA but we have warehouses all over the globe that we ship from!
Once an order has been placed there are no guarantees that it can be stopped processing or changed, so, because of this we ask you to please double check your information for accuracy prior to placing the order. In the event you would like to request a cancellation, please contact our IG team @keliana.shop or via email [email protected] but please keep in mind that we do not guarantee order cancellation.
You will be provided a confirmation email shortly after placing your order and then within 24-72 business days you will receive another email with tracking information. Should you not receive the tracking information email along with instructions on how to track it, please contact us on IG or email.
Industry standard processing time is 2-3 business days (not including weekends or holidays) then delivery time is between 7-15 days depending on where you live.
Please first check your email or IG for any communication from us in the event an item from your order is out of stock. Secondly, please check your tracking number information for any inconsistencies or frozen data. If there is nothing from us and the estimated 7-15 business days have gone by and you have not received your order, please contact our customer support and we will be happy to assist.
Sometimes it can take up to 72 hours for updated information if the post office hasn't updated it on their end. However, if nothing is showing at all or it seems like the information has stopped updating in general - contact our customer support and we will assist.
We do our best to prevent errors from occurring but please contact us immediately in the event you receive a wrong/missing/damaged item. In most cases we will require a photograph of the items received to show either the incorrect one or that one is missing out of the ones received- and especially in the case of damaged goods- a photograph is required.
In order to be eligible for a return/exchange you must reach out and make contact with us no more than 15 days after receiving your order expressing your desire to do so. If 15 days have gone by since you received your order, unfortunately we can’t offer you a refund or exchange. To return your product, you should mail your product to: P.O Box 235 Beverly, NJ 08010, USA You will be responsible for paying for your own shipping costs for returning your item. We do not reimburse for shipping costs. If you receive a refund, the cost of return shipping will be deducted from your refund. For special promotions and limited time offers, all sales are final. To be eligible for a return, your item must be unused and in the same condition that you received it, free of signs of wear.
We are happy to provide easy exchanges for items that maybe weren't what you were expecting or don't fit the way you would like them too. Simply contact us and give us some feedback regarding why you are disappointed with them/ how they fit incorrectly; too big, small, etc and we will be happy to move forward with processing an exchange!
Every product has a size chart die reference and there will be notes put into the description on any sizing recommendations based off the particular fit of the item. Due to the design of some products, the fit can vary. For example, lounge leggings may have more of a relaxed fit rather than a tight compression fit of a heavy performance gym legging. If these details are not clearly stated in the item description, please ask one of our customer services agents and we will be happy to assist.
We are aware that cookie cutter molds don't apply to everyone! We have taken this into consideration and are happy offer set separates when possible. Unfortunately, right now this isn't an option for every set, but we do have some sets available in this manner. It will be clearly stated if this is an option. However, if you place an order and after receiving your item find that you need a different size for an individual item we will be happy to do an exchange for you. Just contact us in accordance to the 15 day deadline.