FAQs

Orders are typically processed within 3–6 business days. Weekends and holidays don't count.

Processing may take a little longer during launches, sales, holidays, or other especially chaotic times. Once your order ships, delivery timing is in the carrier's hands.

We'll email you tracking information as soon as your order ships.

It may take a little time for the carrier to scan your package and update the tracking. Give it a minute before assuming it disappeared into the void.

No. Once an order is placed, we can't cancel it or make changes.

That includes changing sizes, swapping products, or adding or removing items. Give your cart one final look before you check out.

Official answer: no. Once an order is placed, we can't guarantee that the shipping address can be changed.

Real-life answer: email us immediately. If we can catch it before the order is processed, we'll try to help—but literally no promises.

Please double-check your information before submitting your order.

Check with anyone you live with, your neighbors, building management, and the shipping carrier first.

Once a package has been transferred to the carrier, KYELLA isn't responsible for packages that are lost, stolen, damaged, or delayed. We do not issue refunds for packages that are lost, stolen, or marked as delivered after they have been accepted by the carrier.

You can still contact us, and we'll help review the available tracking information and figure out what to do next.

Packages may be returned because the address was incorrect or incomplete, the package was refused, or it wasn't claimed.

If you want the order sent again, additional shipping charges may apply. Original shipping charges are non-refundable.

No. One discount code per order.

Discount codes can't be combined or added after an order has been placed.

Use our contact form and include your name, email address, order number, and what happened.

The more information you give us upfront, the faster we can help.

Eligible items may be returned within 14 days of delivery for store credit.

We do not issue refunds to the original payment method.

See our Full Return Policy for more info.

Submit the return request form, found at the bottom of our Full Return Policy, within 14 days of delivery.

We'll review your request and email you with approval and return instructions. Do not send anything back before hearing from us.

Once your return arrives, we'll inspect it to make sure it meets our return conditions.

Approved returns receive store credit for the amount paid for the item. Original shipping charges are not included.

Gift returns follow the same eligibility rules and 14-day return window as any other purchase.

You'll need the original order number or the purchaser's name and email address so we can locate the order. Approved gift returns receive store credit—not a refund to the purchaser's original payment method.

Items purchased during a sale or promotional markdown are final sale.

The following items are also non-returnable:

• Accessories and home goods
• Earrings
• Hats
• Specialty and location-specific products
• Market, pop-up, and event-exclusive products

Using a welcome, loyalty, thank-you, or other individual discount code does not automatically make an item final sale.

No refunds. No direct exchanges.

Eligible items may be returned for store credit, which can then be used to place a new order.

Items must be unworn, unwashed, unused, and undamaged. Clothing must have the original hang tags still attached.

Return approval does not guarantee acceptance. The item still has to pass inspection once it arrives.

You are responsible for arranging and paying for return shipping.

Use a trackable shipping method and keep the tracking information until your return has been processed. KYELLA is not responsible for return packages that are lost, delayed, or damaged in transit.

Eligible event purchases may be returned for store credit under the same return conditions.

The request must be submitted within 14 days of purchase, and proof of purchase is required. Approved returns must be mailed back using the instructions provided.

Do not bring a return to a future event unless you arranged it with us first. Event-exclusive and location-specific products are final sale.

Contact us within 7 days of delivery through the contact form.

Include your order number and a description of the issue so we can review it without making this harder than it needs to be. Be ready to send us photos once we reach out via email.

Do not submit a standard return request for a damaged, incorrect, or missing item.

Check the fit details on the individual product page.

Our apparel includes fitted, relaxed, cropped, mid-length, and oversized styles, so your usual size may fit differently depending on the piece. When possible, we also include the model's measurements and size so you can see how the item fits on an actual person.

That depends on the item.

Some pieces are meant to fit close to the body. Others are intentionally loose or oversized. The product page will tell you what you're dealing with.

It means it is supposed to fit big.

Order your normal size for the intended oversized look. Size down if you want it closer to the body. Check the product details before deciding.

Machine or hand wash in cold water.

Do not use bleach or fabric softener. Tumble dry on low or line dry. Do not iron directly over the design, and do not dry clean.

Basic effort. Better lifespan.

Every piece is made with 18K Gold PVD over 316L surgical-grade stainless steel.

It gives you the gold look without the solid-gold price or the constant maintenance.

Yes.

Shower in it. Sweat in it. Swim in it. Live in it.

For the longest possible life, rinse it after chlorine or salt water and dry it before putting it away.

Our jewelry is made with 316L surgical-grade stainless steel and finished with 18K Gold PVD. Both were chosen with sensitive skin in mind.

Stainless steel is not completely nickel-free. The difference is that 316L is highly corrosion-resistant and releases very little nickel during normal wear.

Can we promise that every person's skin will love it? No. Bodies are dramatic and make their own decisions.

But if you have sensitive skin, this material combination is a strong option—just not a universal guarantee.

That's what it's made not to do.

We don't use a brass or copper base, which are the metals commonly responsible for tarnishing and green skin. Our 316L stainless-steel base and PVD finish are highly resistant to tarnishing, fading, and discoloration.

No green fingers here.

PVD stands for Physical Vapor Deposition.

It is a vacuum-coating process that creates a hard, durable finish over stainless steel. It is not another name for traditional gold plating. It's a totally different process.

PVD is significantly more durable than traditional plating and better suited for water, sweat, and actual daily wear.

No. It is scratch-resistant.

The PVD finish is much more durable than the alternatives out there but nothing is indestructible. Remove your jewelry before heavy lifting, physical work, or anything involving repeated impact or abrasive surfaces.

Made to be worn doesn't mean run it over with your car. Although that did happen to a customer. During a blizzard. She found it intact when the snow melted. Still, don't try it. She already did it for you.

For most pieces, mild soap and lukewarm water is all you need. Rinse thoroughly and dry completely with a soft cloth.

Skip the abrasive cleaners, toothpaste, baking soda, bleach, polishing compounds, and harsh household chemicals. Your jewelry does not need to be power-washed.

For pieces with pearls or other specialty details, skip the soak. Wipe gently with a soft, damp cloth and dry immediately.

Rinse after chlorine or salt water, dry before storing, and keep pieces separated when possible to prevent scratches.

That's it.

Use our Ring Size Guide to measure a ring you already own or find the right size for your finger.

For the most accurate result, measure when your hands are at a normal temperature—not immediately after exercising or when they're especially hot or cold.

Check the individual product page too, since some rings may have an adjustable or open design.