TWILA Lace Plain Evening Flat Siblings

Currently we ship to US and Internationally to some countries ONLY to UK, Canada, France, Italy and Australia. Please message us for international shipping cost or refer to our individual listings.

-  Depending on the items of your order, please allow the 1-2 business days to process your order after payment is received. Certain items may need extra time due to its details. Delivery methods are as follow: 

-  US ORDERS ONLY (PROCESSING TIME INCLUDED):       

• FREE SHIPPING:  7-10 business days
• Standard shipping:  5-7 business days
• Priority Mail:  3-5 business days
• Express Mail:  2-3 business days                                                                    

-   INTERNATIONAL ORDERS ONLY:  

Shipping cost is to cover POSTAGE FEES ONLY, IT DOES NOT COVER CUSTOM CHARGES as it will vary depending on countries.  We also WILL NOT be responsible for any custom charges your package may be subjected to.  Delivery time varies based on each country.  We strongly encourage you to check with your local post office as packages may be held due to custom regulations.  

• STANDARD INTERNATIONAL - delivery time will take between 15-45 business days. This is only partial tracking.  We are unable to track package once it leaves United States.  
• PRIORITY INTERNATIONAL - delivery time will take 6-10 business days.  This includes tracking, however, NO INSURANCE.
• EXPRESS INTERNATIONAL - delivery time will take 3-5 business days.  This includes tracking, however, NO INSURANCE.

-  All orders US & INTERNATIONAL are at default to be shipped with STANDARD SHIPPING.  If you need your items sooner, faster shipping arrangements are available at additional costs.

-  Based on our location & your shipping address, we will determine the most efficient delivery carrier for your order.  Once package is shipped, you will receive a confirmation in your registered email.

-  All orders placed after 12PM PST will be processed the following business day.

-  US ONLY orders of $150 and above is FREE.

-  We will NOT be held responsible if item is lost or damaged in transit.  Insurance is available upon request at additional cost.  If you received an email stating your package has been delivered, but you have not received it:

• For US orders, first,  please check your tracking online to see the most recent information.  Second, please check with your neighbor or receptionist desk.  There have been times where packages have been delivered to a nearby unit.   Next, please contact your local post office and inform them that you have not received the package.
• For international orders, please check the tracking number provided to you via email to see if your package has been held at customs. Items held at customs are normally due custom fees or VAT imposed by your country before it can be released and delivered to you.

-  Contact number is REQUIRED incase we or carrier will need contact you regarding your order.

 ** Please note we DO NOT accept returns of orders from our Etsy shop.  Please see our Etsy shop policy and contact us via Etsy for exchanges *** 

RETURNABLE ITEMS:

We want you to love what you have purchased at Kailee P.!  We allow returns of unworn, unwashed, undamaged or defective merchandise within 14 days of delivery date.

While we understand shoes need to be tried on, we advise you to try on shoes on carpet areas and with clean feet. We will ONLY accept the returned item for exchanges or refunds in original clean condition (NO EXCEPTIONS).

All refunds will be credited to the original method of payment. 

To submit a return or exchange request, please click link:  kaileep.myreturnscenter.com and follow instructions on the screen.  After your request is submitted, we will notify you via email for approval.

NON-RETURNABLE ITEMS:

• Selected items in our shop are detailed and handcrafted by our team with their hands in our facility, therefore, these items are eligible for EXCHANGES & STORE CREDIT ONLY.   
• All sale items & accessories are FINAL SALE.  
• Shipping fees are NOT refundable. 

FOR U.S ORDERS ONLY:

RETURNS:

• If your return request is approved, please follow instructions on your email carefully and a prepaid return label will be provided separately. 
• Once your return package is received, we will process a refund.  The cost of the prepaid shipping label will be deducted from your refund.
• The current cost of return shipping labels are as follows: $7 for kids shoes and $12 for women shoes.

EXCHANGE ONLY:

• Once an exchange request is submitted and approved, To complete an exchange, please place a new order of equal or greater value.  This ensures faster turnaround exchange time and guaranteed size availability.  
• Once your new order has been placed and shipped. Please contact our team to receive a prepaid return shipping label to send back your previous order.  You can email us at help@kaileep.com or give us a call at 1-833-524-5337 Monday–Friday, 9 AM–4 PM PST.
• Once your return package is received, we will process a refund.  The cost of $7 for kids shoes and $12 for women shoes for the prepaid shipping label will be deducted from your refund.
• If you prefer to process an exchange WITHOUT placing a new order, please note, you will be responsible for the return shipping and we will NOT provide a prepaid return shipping label. We recommend using a shipping carrier with tracking numbers for your reference, as you may be asked for proof of shipping and delivery.   

FOR INTERNATIONAL ORDERS ONLY:

• Due to unpredictable shipping and custom holding time, we DO NOT PROCESS EXCHANGE and will not hold shoes to exchange. Please place a new order for the new size/ style and we will ship within 1-2 business days.  
• If your return request is approved, please follow the return instructions on your email carefully.
• Please return and ship the incorrect size shoes to us within 10 days from the date of request. This means, package will need to be postmarked within 10 business days of the return request date. When shoes are received, we will process a refund (shipping fee is NON-REFUNDABLE). 
• Please note you will also be responsible for return shipping. We DO NOT provide a prepaid return shipping label for international orders.  

 IMPORTANT NOTE FOR ALL RETURN & EXCHANGE REQUEST:

• Returns for orders with free shipping value at less than $100 will be subjected to a $7 fee.
• Returns over $100 will be subjected to 15% RESTOCKING FEE.
• Please allow 7-10 business days to process your return/ exchange from the time we received your item(s) in our facility.  
• We also recommend that you pack items securely as we ARE NOT responsible for lost or damaged packages in transit.  
• Return Authorization will be voided if item(s) is not shipped within 10 business days of return request. 
• We will ONLY accept the returned item in original clean condition (NO EXCEPTION).
• To better process your return/ exchange, we recommend to include one of the following:  the RMA (Return Merchandise Authorization), original packing slip, or written note with order number.   

Q:  How can I get an assistance?

A:  You can reach our customer support at the following:

• email:  help@kaileep.com or click here 
• call:  1-833-524-5337 
• live chat

Q:  I’ve placed an order.  How long will it take to ship?

A:  Once order is placed and size is available, please allow 1-2 business days to process and ship.  Orders placed after 12:00 PM PST will be processed the next business day.  Please note this does not include shipping delivery time.

Q:  I live outside of US, how long will shipping take?

A:  International orders will take 7-21 business days for standard shipping.  Expedited shipping will take 6-10 business days at additional cost.  You will see shipping cost at checkout.

Q:  Where is your item shipping from?

A:  All orders are shipped from California.

Q:  How do I return or exchange my order?

A:  You have 14 days from delivery date to submit a return or exchange request.  Please click link to submit a request:  https://kaileep.myreturnscenter.com/.

Q:  I received an email notification stating my order has been delivered, but I have not received it.  What do I do?

A:  For US orders, first,  please check your tracking online to see the most recent information.  Second, please check with your neighbor or receptionist desk.  There have been times where packages have been delivered to a nearby unit.   Next, please contact your local post office and inform them that you have not received the package.

For international orders, please check the tracking number provided to you via email to see if your package has been held at customs. Items held at customs are normally due custom fees or VAT imposed by your country before it can be released and delivered to you.

Q:  The item I want is out of stock, but I need them!  what do I do?

A:  We’re so sorry the item you want is out stock.  You can enter your email at listing to be added to the waitlist.  When size is available, you will receive an email notification.

Q:  How do I determine sizing on kids shoes?

A:  Shoes tend to fit differently on kids and we recommend it’s best to use our size measurements as a reference on listing.

Q:  How do I measure feet at home?

A:  Here is the simplest method to measure your foot at home and hopefully it will be helpful for you to determine sizing:

1. Take a sheet of paper and place it on a firm surface- not plush carpeting or pebbly surfaces.
2. Put your feet comfortably neutral step onto the piece of paper (one foot per sheet if paper does not fit).
3. Hold the pencil as perpendicular as possible to your foot and outline the shape as close to your foot as you can.
4. Measure the distance between the center of the heel curve to the tip of the longest toe. This is the length.
5. One foot tend to be larger than the other, therefore, please go with the longer length to determine shoes size.

Currently we ship to US and Internationally to some countries ONLY to UK, Canada, France, Italy and Australia. Please message us for international shipping cost or refer to our individual listings.

-  Depending on the items of your order, please allow the 1-2 business days to process your order after payment is received. Certain items may need extra time due to its details. Delivery methods are as follow: 

-  US ORDERS ONLY (PROCESSING TIME INCLUDED):       

• FREE SHIPPING:  7-10 business days
• Standard shipping:  5-7 business days
• Priority Mail:  3-5 business days
• Express Mail:  2-3 business days                                                                    

-   INTERNATIONAL ORDERS ONLY:  

Shipping cost is to cover POSTAGE FEES ONLY, IT DOES NOT COVER CUSTOM CHARGES as it will vary depending on countries.  We also WILL NOT be responsible for any custom charges your package may be subjected to.  Delivery time varies based on each country.  We strongly encourage you to check with your local post office as packages may be held due to custom regulations.  

• STANDARD INTERNATIONAL - delivery time will take between 15-45 business days. This is only partial tracking.  We are unable to track package once it leaves United States.  
• PRIORITY INTERNATIONAL - delivery time will take 6-10 business days.  This includes tracking, however, NO INSURANCE.
• EXPRESS INTERNATIONAL - delivery time will take 3-5 business days.  This includes tracking, however, NO INSURANCE.

-  All orders US & INTERNATIONAL are at default to be shipped with STANDARD SHIPPING.  If you need your items sooner, faster shipping arrangements are available at additional costs.

-  Based on our location & your shipping address, we will determine the most efficient delivery carrier for your order.  Once package is shipped, you will receive a confirmation in your registered email.

-  All orders placed after 12PM PST will be processed the following business day.

-  US ONLY orders of $150 and above is FREE.

-  We will NOT be held responsible if item is lost or damaged in transit.  Insurance is available upon request at additional cost.  If you received an email stating your package has been delivered, but you have not received it:

• For US orders, first,  please check your tracking online to see the most recent information.  Second, please check with your neighbor or receptionist desk.  There have been times where packages have been delivered to a nearby unit.   Next, please contact your local post office and inform them that you have not received the package.
• For international orders, please check the tracking number provided to you via email to see if your package has been held at customs. Items held at customs are normally due custom fees or VAT imposed by your country before it can be released and delivered to you.

-  Contact number is REQUIRED incase we or carrier will need contact you regarding your order.

 ** Please note we DO NOT accept returns of orders from our Etsy shop.  Please see our Etsy shop policy and contact us via Etsy for exchanges *** 

RETURNABLE ITEMS:

We want you to love what you have purchased at Kailee P.!  We allow returns of unworn, unwashed, undamaged or defective merchandise within 14 days of delivery date.

While we understand shoes need to be tried on, we advise you to try on shoes on carpet areas and with clean feet. We will ONLY accept the returned item for exchanges or refunds in original clean condition (NO EXCEPTIONS).

All refunds will be credited to the original method of payment. 

To submit a return or exchange request, please click link:  kaileep.myreturnscenter.com and follow instructions on the screen.  After your request is submitted, we will notify you via email for approval.

NON-RETURNABLE ITEMS:

• Selected items in our shop are detailed and handcrafted by our team with their hands in our facility, therefore, these items are eligible for EXCHANGES & STORE CREDIT ONLY.   
• All sale items & accessories are FINAL SALE.  
• Shipping fees are NOT refundable. 

FOR U.S ORDERS ONLY:

RETURNS:

• If your return request is approved, please follow instructions on your email carefully and a prepaid return label will be provided separately. 
• Once your return package is received, we will process a refund.  The cost of the prepaid shipping label will be deducted from your refund.
• The current cost of return shipping labels are as follows: $7 for kids shoes and $12 for women shoes.

EXCHANGE ONLY:

• Once an exchange request is submitted and approved, To complete an exchange, please place a new order of equal or greater value.  This ensures faster turnaround exchange time and guaranteed size availability.  
• Once your new order has been placed and shipped. Please contact our team to receive a prepaid return shipping label to send back your previous order.  You can email us at help@kaileep.com or give us a call at 1-833-524-5337 Monday–Friday, 9 AM–4 PM PST.
• Once your return package is received, we will process a refund.  The cost of $7 for kids shoes and $12 for women shoes for the prepaid shipping label will be deducted from your refund.
• If you prefer to process an exchange WITHOUT placing a new order, please note, you will be responsible for the return shipping and we will NOT provide a prepaid return shipping label. We recommend using a shipping carrier with tracking numbers for your reference, as you may be asked for proof of shipping and delivery.   

FOR INTERNATIONAL ORDERS ONLY:

• Due to unpredictable shipping and custom holding time, we DO NOT PROCESS EXCHANGE and will not hold shoes to exchange. Please place a new order for the new size/ style and we will ship within 1-2 business days.  
• If your return request is approved, please follow the return instructions on your email carefully.
• Please return and ship the incorrect size shoes to us within 10 days from the date of request. This means, package will need to be postmarked within 10 business days of the return request date. When shoes are received, we will process a refund (shipping fee is NON-REFUNDABLE). 
• Please note you will also be responsible for return shipping. We DO NOT provide a prepaid return shipping label for international orders.  

 IMPORTANT NOTE FOR ALL RETURN & EXCHANGE REQUEST:

• Returns for orders with free shipping value at less than $100 will be subjected to a $7 fee.
• Returns over $100 will be subjected to 15% RESTOCKING FEE.
• Please allow 7-10 business days to process your return/ exchange from the time we received your item(s) in our facility.  
• We also recommend that you pack items securely as we ARE NOT responsible for lost or damaged packages in transit.  
• Return Authorization will be voided if item(s) is not shipped within 10 business days of return request. 
• We will ONLY accept the returned item in original clean condition (NO EXCEPTION).
• To better process your return/ exchange, we recommend to include one of the following:  the RMA (Return Merchandise Authorization), original packing slip, or written note with order number.   

Q:  How can I get an assistance?

A:  You can reach our customer support at the following:

• email:  help@kaileep.com or click here 
• call:  1-833-524-5337 
• live chat

Q:  I’ve placed an order.  How long will it take to ship?

A:  Once order is placed and size is available, please allow 1-2 business days to process and ship.  Orders placed after 12:00 PM PST will be processed the next business day.  Please note this does not include shipping delivery time.

Q:  I live outside of US, how long will shipping take?

A:  International orders will take 7-21 business days for standard shipping.  Expedited shipping will take 6-10 business days at additional cost.  You will see shipping cost at checkout.

Q:  Where is your item shipping from?

A:  All orders are shipped from California.

Q:  How do I return or exchange my order?

A:  You have 14 days from delivery date to submit a return or exchange request.  Please click link to submit a request:  https://kaileep.myreturnscenter.com/.

Q:  I received an email notification stating my order has been delivered, but I have not received it.  What do I do?

A:  For US orders, first,  please check your tracking online to see the most recent information.  Second, please check with your neighbor or receptionist desk.  There have been times where packages have been delivered to a nearby unit.   Next, please contact your local post office and inform them that you have not received the package.

For international orders, please check the tracking number provided to you via email to see if your package has been held at customs. Items held at customs are normally due custom fees or VAT imposed by your country before it can be released and delivered to you.

Q:  The item I want is out of stock, but I need them!  what do I do?

A:  We’re so sorry the item you want is out stock.  You can enter your email at listing to be added to the waitlist.  When size is available, you will receive an email notification.

Q:  How do I determine sizing on kids shoes?

A:  Shoes tend to fit differently on kids and we recommend it’s best to use our size measurements as a reference on listing.

Q:  How do I measure feet at home?

A:  Here is the simplest method to measure your foot at home and hopefully it will be helpful for you to determine sizing:

1. Take a sheet of paper and place it on a firm surface- not plush carpeting or pebbly surfaces.
2. Put your feet comfortably neutral step onto the piece of paper (one foot per sheet if paper does not fit).
3. Hold the pencil as perpendicular as possible to your foot and outline the shape as close to your foot as you can.
4. Measure the distance between the center of the heel curve to the tip of the longest toe. This is the length.
5. One foot tend to be larger than the other, therefore, please go with the longer length to determine shoes size.