Shipping policy

Last updated: 2026-08-06

This policy explains how Kecela processes, dispatches and delivers orders. We publish real timeframes rather than optimistic ones, so that what you read here matches what actually arrives.

1. Where we ship

Kecela ships to the United States, all 50 states and the District of Columbia. We do not currently ship outside the United States, and we cannot deliver to freight forwarders.

2. Shipping cost

Free on every order, no minimum spend. The price shown at checkout is the price you pay for delivery. Sales tax is calculated at checkout, not included in the displayed price and is shown as a separate line before you confirm payment.

3. Order processing

Orders are prepared for dispatch within 1-3 business days, Monday to Friday, excluding public holidays. Orders placed after 5:00 PM (ET) begin processing on the following business day. Processing covers verification, picking and packing, and it happens before your parcel is handed to the carrier.

4. Transit time

Once dispatched, delivery takes 7-11 business days, Monday to Friday. These are estimates. Carrier delays, weather and public holidays can extend them, and we will tell you if we become aware of a delay affecting your order.

5. Total delivery time

From the moment you place an order to the moment it arrives, expect 8-14 business days. This figure includes both processing and transit, and it is the number to use when planning around a delivery.

6. Tracking your order

When your order is dispatched you will receive an email containing a tracking number. You can follow your parcel using our tracking page. Tracking information usually becomes active within 1-3 business days of dispatch. Until the carrier scans the parcel into its network, the number may return no result - this is normal and does not mean the parcel is missing.

7. Delayed parcels

If tracking has not updated for 7 business days, contact us at support@kecela.com with your order number and we will open an enquiry with the carrier.

8. Lost parcels

If your order has not arrived 20 business days after dispatch, we treat it as lost. Contact us and we will either send a replacement or issue a full refund, whichever you prefer. You do not pay anything in either case.

9. Damaged parcels

Inspect your order on arrival. If an item arrives damaged, email us within 48 hours of delivery with your order number and clear photographs of both the item and its packaging. We cover return postage on damaged goods and will replace or refund the item.

10. Orders shipped in multiple parcels

Larger orders are sometimes split across several parcels, which may arrive on different days. If part of your order is missing, allow up to three additional business days before contacting us.

11. Address accuracy

Please check your delivery address before confirming payment. We ship to the address supplied at checkout. If a parcel is returned to us because the address was incomplete or incorrect, we will contact you to arrange redelivery, and the cost of reshipping will be yours to cover.

12. Questions

For anything about this policy, email us at support@kecela.com or use our contact form.