Refund policy
Return Policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
Return Conditions
To be eligible for a return, your item must be:
- In the same condition that you received it—unworn or unused, with tags, and in its original packaging.
- Accompanied by the receipt or proof of purchase.
Colour Palettes: Due to their delicate nature, colour palettes can only be returned if they are unopened and in their original condition. If the packaging has been opened, tampered with, or removed, we cannot process a refund.
How to Initiate a Return
To start a return, please contact us at hello@kellytavora.com. Returns must be sent to the following address: 2 Sutherland Road, Flat 4, W13 0DT - London.
- Customers are responsible for all return shipping costs.
- We do not provide prepaid return labels—the cost of returning the item is the customer's responsibility.
- Items sent back without first requesting a return will not be accepted.
For any return inquiries, feel free to contact us at hello@kellytavora.com.
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason. The item must meet the standard return conditions mentioned above.
Refunds
Once we receive and inspect your return, we will notify you if the refund is approved. If approved, your refund will be processed back to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to post the refund.
- Shipping costs are non-refundable.
- If you have not received your refund after 15 business days, contact us at hello@kellytavora.com.
By making a purchase, you agree to the terms of this return policy. If you have any questions, please reach out before placing your order.
Gift Card Policy
All gift card purchases are final and non-refundable. Gift cards cannot be returned, exchanged for cash, or replaced if lost or stolen. They are valid only for the services offered by our company and must be presented at the time of booking or payment. Gift cards are valid for the time period specified on the card and will expire after that date. By purchasing or using a gift card, you agree to these terms and conditions.