Shipping and Returns
All QUÈLLYRUE products are handcrafted by the artisan especially for you.
We are currently receiving a high volume of orders and processing time may take longer than expected as the items are handmade. At the current moment all orders are running on a 2-PLUS weeks processing/production time. As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number.
Shipping costs outside the United States does not include customs and excise levies where applicable; any additional fees will be borne entirely by the customer.
Within USA – 3 to 14 Business Days
International – 6 to 14 Business Days
*Please note shipping timelines may be extended around Holidays, New Releases and Sales Events. These timeframes are projections provided to us from Shipping Carriers and are to be used as guidelines only. Shipping carriers are seeing continued transit delays due to the ongoing efforts to keep staff safe during Covid-19. Please understand that while we make all efforts to ensure your package arrives in a timely manner, we are not responsible for these delays.
Can I change an address after the order is placed?
All customers are responsible for inputting the correct information for the order’s billing and shipping addresses. Any requests for address changes will be attempted, but NOT GUARANTEED. Reshipment on packages returned to QUELLYRUE due to incorrect address will reship at the customer's cost.
In order to get your orders out to you faster, our shipping program may combine shipments when it is able. We are unable to accommodate requests to manually combine orders or refund shipping charges should orders be combined.
What if my package says delayed or lost?
QUELLYRUE is not responsible for delayed or lost packages. If your tracking information has reported a successful delivery but you have not received it please contact your carrier, to file a claim. Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the shipping address provided with your order. Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue refunds on lost packages.
If your package tracking has stalled while in transit, making a personal claim with USPS is the best option as many packages will begin moving again within 10 days of making a claim. Click here to visit USPS.com to begin this process.
What is a return for an "undeliverable address" mean?
An undeliverable address may include incorrect/insufficient addresses, missing a PO Box or apartment number, refused items, or packages that get marked “return to sender”. QUELLYRUE is not liable for any returns due to undeliverable addresses. A reshipment fee will be charged to send the package out again.
All orders considered lost, damaged, or delayed must be addressed within 2 weeks of the most recent tracking scan or delivery date.
Refund, Returns and Cancellation Policies:
Refunds and product exchange should be made within 3 days of receipt of package. The merchandise must be unworn/unused/unwashed and must have all original tickets and tags. The customer must pay for return and reshipment costs on all returned/exchanged items.
Items Not Eligible for Refund or Exchange:
• Gift Cards
• Custom-made items
• Items marked as SALE and FINAL SALE.
• Free gifts or promotional items with retail value.
• We cannot accept returns due to wear and tear.
• Shipping charges, except in cases where we have made a shipping error.
We reserve all rights to decide whether the product(s) are in fact eligible for a return or exchange. We do not offer refunds, replacements or exchanges if your item has been worn, washed, altered, or due to wear and tear.