A Whisper of Moonlight | Our 10mm White Moonstone Bracelet

Our Commitment to Your Satisfaction

At KINMELL, we want you to be delighted with your purchase. This policy outlines the conditions under which we accept returns, exchanges, and issue refunds, ensuring a fair and transparent process for both our customers and our business.

1. General Policy & Eligibility

• Timeframe: Eligible returns or exchanges must be initiated within 30 calendar days of the delivery date.
• Basic Condition: We accept returns only if you have received an item different from what you ordered. Returns for reasons such as change of mind are accepted only if the item is in its original, saleable condition as defined below.
• Proof of Purchase: A receipt, order number, or proof of purchase is required.
• Final Authority: We reserve the right to refuse the return of any item that has been worn, used, damaged, altered, or is not in a new and saleable condition.

Condition for All Returns:

All items must be returned in new, unworn, and unused condition, with all original tags attached, and in the original, undamaged packaging.

Non-Returnable Items:

• Pierced jewellery, earrings, and personal care items.
• Custom-made, bespoke, or personalized products.
• Items clearly marked as "Final Sale."
• Gift Cards, original/return shipping charges.

2. The Unboxing Video Requirement: Essential for Claims

To protect both our customers and our business, we have implemented a simple verification process for all orders.

• Before Opening: Upon receiving your parcel, please take a clear, unbroken "unboxing video" before opening it.
• Why This Helps: This video serves as proof of the contents and condition of the goods at the moment of receipt. It is the primary evidence required to process any claim for missing, incorrect, or damaged items.
• For Claims: If you need to report a missing or broken item, you must provide this end-to-end unboxing video. Our packing and quality checks are thorough, making such issues highly unlikely. Therefore, we cannot guarantee or process any claims without a proper unboxing video. If the video is not shared, you are not eligible for a refund or replacement for missing/damaged goods.

3. How to Initiate a Return, Exchange, or Claim

Step 1: Contact Us for Authorization
Email us at info.kinmell@gmail.com with your order number and details. For damage/missing item claims, mention this and be ready to provide your unboxing video.

Step 2: Receive Instructions & RMA
We will provide a Return Merchandise Authorization (RMA) number and the correct return address. Do not ship returns without an RMA.

Step 3: Package & Ship Securely
Repack the item securely in its original, undamaged packaging with all accessories. Ship to the address provided. We recommend a trackable shipping service and purchasing shipping insurance, as we cannot be held responsible for items lost or damaged in transit back to us.

Step 4: Inspection & Resolution
Once received, our team will inspect the item. We will then notify you of the approval or rejection of your request and proceed with the exchange, store credit, or refund.

4. Refund Details

• Processing Time: If approved, your refund will be processed to your original method of payment. You will receive a credit within 5-10 business days, depending on your card issuer's policies.
• What is Refunded: Only the item's purchase price is refunded for eligible returns.
• Non-Refundable Charges:
• Original and return shipping charges.
• Gift cards.
• For international orders: Any international customs duties, taxes, or brokerage fees paid at delivery are non-refundable.
• Restocking Fees: We do not charge restocking fees for compliant returns.

5. Exchanges

We happily exchange items for a different size or color, subject to stock availability. The item must meet all return conditions listed in Section 1. If the exchange item costs more, the difference will be charged; if it costs less, the difference will be refunded.

6. Special Circumstances

• International Returns: Customers are responsible for any return shipping costs and customs fees. The refund will be for the merchandise value only, minus any original shipping and non-refundable international taxes/duties.
• Gift Returns: The refund will be issued to the original purchaser in the form of store credit.
• Store Credit: You may opt for store credit, which is issued as a digital gift card with no expiration.

7. Contact Information

For questions or to start a return:
Email: info.kinmell@gmail.com

We aim to handle all matters fairly and efficiently. This policy is designed to be clear and is intended to be followed, but we will always consider genuine circumstances with understanding.

This policy is subject to change and is governed by our Terms of Service.

Shipping & Delivery Policy

At Kinmell, we are committed to getting your carefully selected items to you as efficiently as possible. Below you will find all the details about our shipping processes, timelines, and costs.

1. Order Processing & Dispatch

All orders are processed within 1-2 business days (Monday to Friday, excluding public holidays) after your order is placed and payment is confirmed. You will receive a shipping confirmation email with your tracking number once your order leaves our warehouse.

2. Shipping Methods & Costs

3. Estimated Delivery Times

Please allow the following transit times after your order has been dispatched (1-2 business days processing).

• Within Hong Kong (via SF Express): 1-3 business days.
• International (via HK Post): Delivery times vary by destination. Below are estimated guides:
• Asia (e.g., Singapore, Taiwan, Japan, South Korea): 5-10 business days.
• United States, Canada, United Kingdom, Australia, New Zealand: 7-14 business days.
• European Union Countries: 8-15 business days.
• Other International Destinations: 10-20 business days.

Please Note: These are estimates and not guarantees. Delivery can occasionally be affected by factors outside our control, such as customs clearance, local postal delays, or weather disruptions.

4. Important Information for International Customers

• Tracking: All orders, domestic and international, are shipped with full tracking. You can follow your package's journey via the link in your shipping confirmation email.
• Customs, Duties & Import Taxes: All international orders are shipped on a Delivery Duty Unpaid (DDU) basis.
• This means that the customer is responsible for paying any applicable local sales taxes, import duties, customs fees, or VAT charged by the destination country upon arrival of the package.
• These charges are not included in the item price or shipping cost paid to Kinmell, and we have no control over them. We cannot predict what these fees will be, as they vary by country. We recommend contacting your local customs office for more information.
• Customs Delays: We are not responsible for parcels held for customs inspection or for delays caused by the customs clearance process. Please ensure your shipping address is complete and correct to avoid unnecessary holdups.

5. FAQ & Key Points

• Do you ship worldwide? Yes, we ship internationally from Hong Kong via our trusted partner, Hong Kong Post.
• Can I change my shipping address? Address changes can only be made if the order has not yet been processed for shipment. Please contact us immediately at info.kinmell@gmail.com.
• What if my package is lost or damaged in transit? While rare, we will assist in resolving any issues with the carrier. Please contact us for support. We recommend inspecting your package upon delivery and noting any damage with the carrier immediately. Please check section “2. The Unboxing Video Requirement: Essential for Claims” on our Exchange & Refund Policy.
• Why is my tracking not updating? It can take 24-48 hours for tracking information to activate in the carrier's system after pickup. If there is no movement after several days, please contact us.

6. Policy Updates

Kinmell reserves the right to update this Shipping & Delivery policy at any time. Any changes will be posted on this page and will become effective immediately upon posting for all new orders placed thereafter.

For any questions not covered here, please don't hesitate to reach out to our customer service team at info.kinmell@gmail.com.