FAQ - Frequently Asked Questions

Welcome to Kailee P. FAQ page, your one-stop guide for everything about Kailee P. shoes, shipping, returns, sizing, and more.  If you can’t find what you’re looking for, please reach out to our Customer Support team.

 

Q:  How can I get an assistance?

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

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

 

ORDERS & SHIPPING:

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:  We ship to most countries.  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.  Please note:

• International orders are subject to customs duties, taxes, or import fees, which vary by country.

• These charges are not included in the shipping fee at checkout and are the responsibility of the customer.

• Unfortunately, Kailee P. cannot estimate or control these fees as they are determined by your country’s customs office.

 

Q:  Where is your item shipping from?

A:  All orders are shipped from California, USA.

 

Q:  How do I track my order?

A:  Once your order ships, you’ll receive a tracking number via email so you can follow your package’s journey.

 

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.

 

SIZE & FIT:

Q:  How do I find my correct shoe size?

A:  We recommend measuring your feet at home and referring to our Size Guide.
If you’re between sizes, we suggest sizing up for comfort.  Feel free to contact our support team if you need personalized size advice.

 

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.

 

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:  Do you carry wide width?

A:  No, our women shoes collection is available ONLY in medium standard width, however, we recommend to go up a half size to accommodate wider fitting.

 

Q:  What if my shoes don’t fit?

If your shoes don’t fit, you can request an exchange or return within 14 days of delivery (for unworn items only).  Visit our Return Policy page to start the process.

DYABLE & CUSTOMIZATION

 Q:  Are satin shoes dyable?

A:  Yes, for selected styles ONLY.

• Products that can be dyed will be clearly labeled on the product page.

• Please note that Kailee P. does not provide dye services directly.

• If you’re unsure whether a style is dyable, reach out to our Customer Service team and we’ll be happy to assist.

Q:  Do we offer customizations?

A:  Yes, we offer limited customization on embellishments (such as pearls, crystals, bows or straps).

Please note:

• Availability of customization depends on the style.

• Contact our team at help@kaileep.com or live chat before placing your order to confirm what’s possible.

• Customized orders are final sale and cannot be returned or exchanged.

 

RETURNS & EXCHANGES 

Q:  What is your return policy?

A:  You may return eligible items within 14 days of delivery for a refund or exchange, provided they are:

• Unworn, undamaged, and in original packaging

• Not marked as final sale or customized

Please click link to submit a request: https://kaileep.returnsdrive.com/.

Q:  Can I cancel or modify my order?

A:  Yes, we allow order cancellation within 24 hours from the time order is placed.  However, for Priority or Express orders, we cannot guarantee order changes or cancellations once placed.  If you need help, contact us as soon as possible at and we’ll do our best to assist.

 

PRODUCT CARE & OTHER QUESTIONS

Q:  Are your shoes suitable for outdoor weddings?

Many of our shoes can be worn outdoors, but for grass, sand, or uneven surfaces, we recommend block heels or flats for better stability.