FAQ

PROCESSING & SHIPPING

 

SHIPPING DESTINATIONS

  • We ship within the US & Canada, as well as worldwide to the following countries: Australia, Austria, Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Great Britain, Greece, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, South Korea, South Africa, Singapore, Spain, Sweden, and Switzerland.

 

 

PROCESSING TIMEFRAMES

  • Orders placed during normal business hours, Mon.-Fri. 9AM-5PM,  may take up to 2-4 business days to process from the following business day your order is placed.

    *Orders placed after normal business hours and/or during weekend hours will begin to process next business day, in the order in which they are received.

      Please advise, during new launches, holidays, restocks, etc. may take an additional 1-4 business days of processing timeframe

 

 

SHIPPING TIMEFRAMES

  • For Domestic orders, shipping may take up to 1-4  business days to arrive

    *This estimate does not include any delays caused by the courier, nor natural disasters, in which Kae by Karrueche does not take responsibility for
  • International timeframes, may take up to 4-7 business days for your package to arrive in your country. Once your package arrives to your country, please estimate up to 13-21 business days for the courier to deliver your package directly to your household. 

          *Once the package arrives to your country Kae by Karrueche is not responsible for any additional charges due at the customs clearance point, nor is Kae by Karrueche in contact with the designated courier in your country. Our courier has provided us with the estimate provided previously of when to expect your order to be delivered. We would like to advise,  this timeframe may exceed do to custom clearance, natural disasters, or transit delays due to the courier.

   

 

SHIPPING FEES

     Shipping rates are calculated based on the below factors: 

  • Shipments via Domestic or International
  • Weight of package
  • Shipping method preference

 

       International Customs Fees/ and Taxes

  • For International Customers: Kae by Karrueche does not take any responsibility for any added charges at once the package arrives to your country

        *Taxes and/ or custom fees are to be covered by the receiving party at time of delivery

 

 SHIPMENT PROTECTION

What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.

Route Protect

Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise

What are Route’s Policies?

All policies are listed here 

Marked As Delivered (Stolen)

  • Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered 
  • Orders over $100 USD require a police report

Stuck In Transit (Lost)

  • Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
  • Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date

Damaged

  • File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

What if my order never arrives or is stolen?

To protect your order against loss or theft, add Route package protection at checkout. 

When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

What if my order is damaged?

To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout. 

When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at KAE BY KARRUECHE and we will be happy to work with you to remedy the situation.

How do to file a shipping issue for my lost, stolen or damaged order?

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here

Haven’t downloaded the app yet? Download here

Does Route Protect cover stolen items?

Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.

What are Route’s terms and conditions? 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.

 

DELIVERY ISSUES
  • If your package was unable to be delivered accurately with the address provided, the courier may return your package. If this occurs, we always recommend contacting our Customer Service team to immediately assist you in correcting this shopping experience for you!

 

  • At times, the incorrect address may be inputted at check out,  Kae by Karrueche recommends to always verify, review, and confirm the address provided. Kae by Karrueche will not take responsibility for any incorrect address inputted at time of check out. If the package is in transit, our team will need to await the final location scan to proceed with a remedy

 

  • Please contact our Customer Service team if the courier has returned your package due to the inability to accurately deliver your package to possibly reship your merchandise back out to you

 

 

 

 

CANCELLATIONS, RETURNS, & REFUNDS

 

CANCELLATIONS

 

  • If you have not received a tracking number and your has not been shipped cancellation of your order may be processed. If your order has shipped you will need to refuse receiving the package from the courier and request the package to be returned to our fulfillment center. Once Kae by Karrueche receives your refused package, we may of course process a refund for the unwanted items.

 

 

RETURNS

 

  • We accept returns within 14 business days from the date the order was marked as delivered. Kae by Karrueche at this time does not provide return labels for returned unwanted items. If  this time frame has surpassed, Kae by Karrueche will not process your return, we do apologize and thank you for your understanding       

          *Please Note: Refunds for returned merchandise will exclude shipping                fees, as postage was used to ship your package.

          If you have requested an exchange, a representative from the Kae by Karrueche Team will contact you to confirm your return has been received. Please allow up to 1-3 business days for your exchange  request to process and ship!

 We recommend all return packages sent back to our warehouse facility are sent so via a traceable courier: UPS. USPS, FedEx, or DHL. Kae by Karrueche will not be responsible for any return packages not accurately received if sent via a non-traceable courier, please advise

 

 

 

REFUNDS

 

  • Once a refund is processed please await up to 3-7 business days for the credit to reflect back to your original form of payment.

          *The estimate stated previously is an estimate, processing timeframe                   ultimately depends on your financial intuitions policies

 

  • We at Kae by Karrueche are only able to refund original form of payment methods. Once a refund has been processed, we recommend contacting your bank to have the funds re-routed to the proper account as Kae by Karrueche are unable to assist our customers in their own personal banking requests.

 

 

 

PAYMENTS

 

  • We accept all major Credit Cards as well as PayPal.

 

  • If  using a PayPal E-Check at checkout to complete your purchase, please note, this payment method may take up to 5 -10 business days for the payment to process. Your order will be shipped, once your payment clears successfully and you will be notified!

 

 

 

SUPPORT 

 

  • Have a question not in our FAQ's? Simply contact our Customer Service team at: help@kaebykarrueche.com

 

  • If you received the incorrect item(s) we of course understand mistakes can occur, and strive to provide you with the best shopping experience. We value your highest satisfaction, as our main priority is your shopping experience you receive from us! Gladly we will assist you with any and all issues you may have with your purchase. Contact our customer Service team within 7 business days of delivery for immediate assistance. For verification purposes, you will be required to provide photos of the products in hand for our team to  immediately correct this for you!

 

  • If you wish to Add items to current orders, we regret to inform you at this time, we are unable to modify current orders once they have been placed. We may of course process a cancellation of your current order if it has not been shipped for you to swiftly  process a new order with the desired jewels you wish to receive, please contact our Customer Service Team to review the status of your order before placing a new order.

 

  • Kae by Karrueche does not have a contact number for customer service inquiries. We always recommend browsing our FAQ's section to find all the answers to the most frequent questions/concerns. If you are unable to find what you’re looking for or need assistance with a pending order, our Customer Service team will gladly assist via Email!

 

 

 

SUPPORT

 

  • Have a question not in our FAQ's? Simply contact our Customer Service team at: help@kaebykarrueche.com

 

  • If you received the incorrect item(s) we of course understand mistakes can occur, and strive to provide you with the best shopping experience. We value your highest satisfaction, as our main priority is your shopping experience you receive from us! Gladly we will assist you with any and all issues you may have with your purchase. Contact our customer Service team within 7 business days of delivery for immediate assistance. For verification purposes, you will be required to provide photos of the products in hand for our team to  immediately correct this for you!

 

  • If you wish to Add items to current orders, we regret to inform you at this time, we are unable to modify current orders once they have been placed. We may of course process a cancellation of your current order if it has not been shipped for you to swiftly  process a new order with the desired jewels you wish to receive, please contact our Customer Service Team to review the status of your order before placing a new order.

 

  • Kae by Karrueche does not have a contact number for customer service inquiries. We always recommend browsing our FAQ's section to find all the answers to the most frequent questions/concerns. If you are unable to find what you’re looking for or need assistance with a pending order, our Customer Service team will gladly assist via Email!