Refund policy
Is there a problem with your order? At Kelme.com, we offer various options to resolve any issues.
1. Returns
Customers have a maximum period of 15 calendar days from the receipt of the order to exchange items due to size issues, defects, manufacturing faults, or incorrect shipments.
For customer convenience and to reduce our carbon footprint, returns will be carried out exclusively through the SEUR pickup center network. Returns must be managed by filling out the following form:
IMPORTANT: It is essential to include your order reference in the "Shipping Identifier" (Identificador de envío) field. Otherwise, we will be unable to identify your return and process the refund.
Kelme.com does not, under any circumstances, accept returns of products that have been damaged by the customer or used. Once the returned merchandise is received and the condition of the product is verified, Kelme will refund the purchase amount, minus the shipping costs of the original order.
At Kelme.com, we offer two options for your returns:
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Free Return with Store Credit: If you choose to receive your refund as store credit to be spent at www.kelme.com, the return is completely free for you; Kelme covers all costs.
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Important: If your original order did not reach the minimum amount for free shipping and you paid shipping costs, this amount will not be refunded as it corresponds to the cost of the original delivery. Only the value of the products will be reimbursed.
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Return with Refund to the Original Payment Method: If you prefer to receive the refund via the same payment method used for your purchase, you must cover the return shipping costs, fixed at 5€. This amount will be deducted from the final refund.
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To choose this option, please state it clearly when requesting your return. Otherwise, the refund will be processed as store credit for www.kelme.com.
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For returns from outside of Spain, the customer will be responsible for the collection costs charged by the transport company.
Returns of used merchandise or items not delivered in their original packaging will not be accepted under any circumstances.
2. Exchanges for DEFECTS, Manufacturing Faults, or INCORRECT Shipments
Kelme will cover all shipping costs. If the item is out of stock, a full refund of the transaction will be issued. In cases where the ITEM, COLOR, or SIZE does not match what is reflected in your order documentation, Kelme.com will assume the shipping costs. If the item is out of stock, a full refund will be issued.
3. Claims
If the customer has any claim regarding a purchase made or the service offered by this website, they may contact the company at any time using the following contact details: Email: Tienda.Online@kelme.es
4. Right to Cancel Orders
Kelme.com reserves the right to cancel or make modifications to the technical characteristics and finishes of the products shown on this website, in accordance with technical changes or modifications made by manufacturers. Kelme.com also reserves the right to make modifications to these sales conditions.
Please follow these recommendations:
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The product must be in perfect condition and returned in its original packaging. Both the product and the packaging must be returned in optimal condition to be fit for resale.
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Clothing items must have all tags attached exactly as they were received.
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Accessories must include all elements of the original packaging.
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Footwear must be returned in its original box without any tampering to either the footwear or the packaging.
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For returns, it is recommended to place the item in a neutral, well-sealed bag to ensure the box does not suffer any damage during transport.
*Kelme reserves the right not to refund any product that is not returned under these conditions.