Return and Exchanges

Thank you for shopping at kellyohutt.com. At Kelly Ohutt, we are committed to providing beautifully crafted dresses and a positive shopping experience for every customer. We understand that sometimes a product may not be the perfect fit, style, or expectation, and we aim to make the return and exchange process as clear and simple as possible. This Return and Exchanges Policy outlines the conditions under which returns are accepted, how exchanges are processed, and what steps customers should follow to initiate a request. By placing an order on our website, you agree to the terms described in this policy.

1. Eligibility for Returns

To ensure fairness and maintain product quality, only items that meet the following conditions may be eligible for return:

1. Return Window:
   Customers may request a return within 30 days of receiving their order. After 30 days, we are unable to accommodate return requests unless required by applicable law.
2. Condition of Items:
   All returned dresses must be unused, unwashed, unaltered, and in their original condition. This includes:
   • All tags attached
   • No stains, odors, damage, or signs of wear
   • Packaging components such as protective bags or accessories
3. Non-Returnable Items:
   For hygiene, safety, and quality reasons, certain items may be considered final sale and cannot be returned, including:
   • Intimate garments worn under dresses (if sold as sets)
   • Clearance or marked-down items labeled “Final Sale”
   • Customized, tailored, or personalized dresses
4. Proof of Purchase:
   A valid order number, receipt, or confirmation email from kellyohutt.com must be provided when submitting a return request.

2. Initiating a Return Request

To begin the return process, customers must contact our support team at [email protected] with the following information:

• Full name and contact details
• Order number
• Item(s) being returned
• Reason for return
• Any supporting photos (if item arrived damaged or incorrect)

Our customer service team will review your request and provide instructions, including the return address and any shipping labels if applicable. Please do not return items without receiving confirmation, as unauthorized returns may not be processed.

3. Return Shipping Responsibilities

Return shipping policies are as follows:

• Customer-paid Return Shipping:
  In most cases, customers are responsible for the cost of return shipping, unless the return is due to:
  • A damaged product
  • An incorrect item being shipped
  • A manufacturing defect
• Original Shipping Fees:
  Shipping fees paid at checkout are non-refundable unless the return is caused by a mistake on our part.

Customers are encouraged to choose a trackable shipping method. Kelly Ohutt is not responsible for lost or delayed return parcels.

4. Inspections and Processing Time

Once your returned item arrives at our facility, it will undergo a quality inspection to ensure it meets our return criteria. Processing times typically take 5–10 business days after the returned item is received.

If the item is approved:

• A refund or exchange will be issued per your request.
• If the item does not meet the eligibility standards, we will notify you and the item may be returned to you at your expense.

5. Refunds

Approved refunds will be processed using the original method of payment. Depending on your financial institution, the refund may take 3–10 business days to appear in your account.

Refunds may be refused or adjusted if:

• Items are returned visibly used or damaged
• Items are missing tags or packaging
• The return was initiated after the allowed timeframe
• The order cannot be verified

6. Exchanges

We offer exchanges for customers who prefer a different size, color, or style. Exchange conditions include:

• The requested replacement item must be in stock at the time of processing.
• If unavailable, you may choose a refund or store credit.
• Exchange shipping may be covered by the customer unless the exchange is due to our error.

To ensure availability, customers are encouraged to email [email protected] as early as possible.

7. Damaged or Incorrect Items

If you receive an item that is defective, damaged, or not what you ordered, please contact us within 7 days of delivery. Provide photos and a description of the issue. We will promptly offer options such as a replacement, exchange, or full refund at no additional cost to you.

8. Cancellations

Order cancellations may be requested within 24 hours of purchase, provided the order has not begun processing. Once an order is shipped, it cannot be canceled and must follow the standard return procedure.

9. Contact Information

For all return or exchange-related inquiries, our customer support team is available at:
[email protected]