Return, Exchange & Refunds.
Returns are not accepted for personnalized jewelry only exchange or refunds are available under specific conditions.
You have 30 days after delivery to request an Exchange or Refunds. Most of the time we will offer an exchange.
If your package is lost upon arrival to the final delivery company of your country, we will automatically resend the order without any cost.
If your package is lost during the final delivery, you will have to directly contact the delivery company, as Kenzella doesn't take any responsability.
Refunds and exchanges are possible in case the product ordered is broken at arrival and unworn. A 30% restock fees will automatically applied for refunds or we will offer a gift card/discount with the full amount of the product price (shipping not included). Before request a refunds please advise the support team so they can help you get all the information needed in order to process the refunds as fast as possible.
It may take up to 6 weeks for the refund to return to the account you used to purchase your items.
30-Day Money Back Guarantee:
You have 30 days upon delivery date to request a return or refund. This will only be applicable if the jewelry is unworn and new. Returns regarding a change of size, color, or variant will only be eligible for an exchange.
If the item you received is incorrect, we will have the correct item shipped to you (free of charge). Photo evidence of the received item is required.
If you are unsatisfied with your product after you receive it, you may return it in exchange for a different item or store credit. Only New and unworn items can be returned . A full refund may be issued once the item is returned only if an exchange, store-credit, or a complimentary item will not suffice.
Items are unavailable for refunds or exchanges.
- Sales item
- Item used with special promotion code (Black Friday, Christmas, and holiday promotional.)
- personalized jewelry
In case of an exceptional situation please contact us.
Returning your items:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please do not send your purchase back to the manufacturer. To complete your return, we require a receipt or proof of purchase.
To request a return, please email email@example.com the information below:
Your order number. (E.g. #D00000)
A brief explanation for the return. (Size too big, Wrong color, etc.)
You will receive a response with further instructions within 2-5 business days