THE KEYDRELA STORE REFUND, CANCELLATION & EXCHANGES
We hope that you love your new purchase but if for any reason you need to return your order/items, you've got 14 days to send something back to us from the day you received it, for a full refund. We will then allow a further 14 days for the item to reach us.
All items must be returned in their original selling condition - clean, unworn and with tags attached. Items are inspected when they reach our Warehouse and will be sent back if they are found to be in an unsuitable condition.
Unfortunately, we do not provide free returns for any orders delivered, however, you can still return your order through your local post office:
- Making sure to list the items and the reason they are being returned.
- Pack up your returns safely and securely (this doesn’t have to be the original packaging) and make sure to include the returns paperwork inside.
- Arrange to have the parcel returned through a courier of your own choice to the following address:
The Keydrela Store
17 Star Lane
Surrey
CR5 3RA
United Kingdom
- Make sure to obtain a Proof of Postage receipt (and remember to keep a hold of this until you’ve received your full refund, as the return is your responsibility up until the point that we receive it back).
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
POLICY FOR PERSONALISED ITEMS
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible. Depending on when your order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team, support@keydrela.com, to check if changes or cancellation are possible, and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
Please contact our support team, support@keydrela.com, for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible.
Please do not return items to us without authorization from support first.
CAN I RETURN MY PURCHASE?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team, support@keydrela.com, for assistance, explaining your reasons for wanting to return it. We offer a 60 day returns policy from date of purchase.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable.
MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team, support@keydrela.com, for review, along with your order ID.