DO YOU OFFER LOCAL PICKUP?
No, at this time our company does not offer local pickup.
HOW MUCH IS SHIPPING?
We use USPS Priority shipping. Shipping is FREE if your order is over $75. Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
HOW LONG IS SHIPPING?
Items are processed, verified, and ship out in 24-72 BUSINESS hours (Monday-Friday) after order is received it can take 2-3 business days to be delivered. Dallas and Fort Worth residents may receive their package in one business day. Shipping times are estimates and are not guaranteed, as there may be delays due to the holidays, and or bad weather.
HOW DO I TRACK MY ORDER?
When your order has shipped, you will receive a confirmation email that includes your tracking number so that you can follow the progress of your shipment.
HOW DO I CANCEL MY ORDER?
Kollections by Ken’Lan know how important your order is, so we aim to fulfill orders as quickly as possible. Although, we cannot cancel or change an order once it has been placed you are welcome to return the item to us in accordance with our Return Policy.
Effective Immediately 7/2/2020
This is an unfortunate situation and our main priority being the health of our family, team, and customers we have chosen to enforce a FINAL SALE POLICY in response to COVID-19 until further notice. Though we are doing our part on our end to make sure packages get sent out to customers safely and sanitary, we can't ensure that customers returning/exchanging items are doing the same which could ultimately put us all at risk.
We want to thank you all for your understanding and continued support during these challenging times and pray that everyone stays healthy and safe.
Don’t love your purchase from us? Not to worry, you have 3 days from your delivery date to return for a full refund. Items should only be returned if the item is unworn and in its original condition. Items must be in a condition suitable for resale.
****Any merchandise marked "Sale" are final sale, no exceptions! ****
***Non-returnable, No exceptions merchandise includes: sale, formal dresses, bodysuits and Kustom Apparel.***
Kollections by Ken’Lan thoroughly inspects all items before shipping; therefore, damaged merchandise is unlikely. Defective items must be reported within 1 day of receipt. If not reported, you will not be issued a refund. If you believe you have received an incorrect item, please contact us within 24 hours of receiving your package. Any returned items will be inspected for signs of wear or smoke, and if the item does not match the original condition, the buyer will not receive a full refund or exchange.
Helpful Suggestion: I suggest using USPS flat rate shipping for convenience (you can find information on flat rate shipping HERE).
The customer is responsible for shipping fees to send the order back to Kollections by Ken’Lan. Please note that original shipping fees are non-refundable. Kollections by Ken’Lan does not provide return shipping labels.
Returned items must be unworn and unwashed (free of any stains from makeup, deodorant, or wear) with all product tags attached (and packaging if included).
If you meet the return/exchange requirements, please do the following:
**Enclose a note with your full name, order number and indicate if you'd like to exchange an item for a different size, color, item or just receive a full refund. If an exchange is not indicated or the size you're requesting for the exchange is unavailable, a refund will be granted.
PLEASE KEEP YOUR RETURN PACKAGE TRACKING. We will only issue refunds or exchanges for packages if the customer provides tracking information and shows delivered to our address. Many times customers claim they have returned package but have no proof the item was sent back, therefore, for the customers security and ours, we require proof in the form of a tracking number, showing delivery to our address. No exceptions.
*No price adjustments on previous purchases.
Grand Prairie, TX 75054
RETURN PROCESSING TIME
Upon receipt of your package, your return for a refund will be processed within 1-3 business days. You will be notified via email once your return has been processed. Please note it can take up to 4 – 7 business days for your refund to appear in your account.
EXCHANGE PROCESSING TIME
Upon receipt of your package, your return for an exchange will be processed within 1-3 business days. You will be notified via email once your exchange has been processed and shipped. If your exchange item is no longer available, then a refund will be granted.
WHEN WILL A SPECIFIC ITEM BE RESTOCKED?
There are two things you can do to be notified when an item is restocked:
- Sign up for the company email newsletter (found on our homage)
- Follow us on our Instagram page @kollectionsbykenlan and Facebook page @Kollectionsby Ken’Lan or Kollections BY Ken'Lan
If your package has been confirmed via USPS delivered and you did not receive it, you must file a claim with USPS as we are not responsible for lost or STOLEN packages.
Once you file a claim with USPS, the driver on your route will investigate to ensure it was not accidentally delivered to the wrong address which is the case most of the time.
We highly recommend that you request SIGNATURE REQUIRED (for an additional fee) if you have a history of missing packages, that way a person at your address must sign and collect your package eliminating the possibility of it being stolen.
If you decide to file a claim through PayPal, your tracking number is automatically uploaded which will state that your package was indeed delivered. The only time that we will resend, or refund is when tracking confirms that the package was lost/delayed DURING TRANSIT and not for any packages that states DELIVERED in mailbox/porch/reception etc.
We greatly appreciate your business, thank you!
Kollections by Ken’Lan