Frequently Asked Questions

Shipping & Delivery

Where do orders ship from?
Orders are fulfilled and dispatched through international logistics partners outside the United States. Our Brooklyn address is our business contact address, not a warehouse or dispatch location.

How much is shipping?
Standard shipping is free on every eligible order to all 50 U.S. states and Washington, DC, including Alaska and Hawaii. There is no minimum spend or discount code required.

How long will delivery take?
Handling takes 1–3 business days, followed by an estimated 6–11 business days in transit. Total estimated delivery is 7–14 business days from when processing begins. These are estimates, not guaranteed arrival dates.

When does processing begin?
Orders placed before 2:00 PM Eastern Time, Monday–Friday, begin processing that business day. Later orders, weekend orders and orders placed on U.S. public holidays begin processing the next business day. Business days exclude weekends and U.S. public holidays.

Are any delivery addresses excluded?
We do not deliver to P.O. Boxes, APO/FPO/DPO military addresses, U.S. territories or destinations outside our supported U.S. delivery area. See our Shipping Policy for the full coverage details.

Will I pay customs or duties?
Kelmera covers applicable import duties and customs charges; you will not be asked to pay these at delivery. Any applicable U.S. sales tax is displayed at checkout. If a carrier requests an unexpected customs payment, email hey@kelmera.com with your order number and a copy of the request before paying.

Where is my tracking information?
We send a dispatch notification when your order ships and email tracking details within 48 hours of dispatch. Carrier updates may take up to 48 hours to appear. Use Track Your Order, or contact us if tracking remains unavailable.

What if my order is delayed or missing?
Contact us if the estimated delivery window has passed. We will investigate with our fulfillment partner and carrier. If we cannot dispatch within the stated handling time, we will provide a revised estimate and offer the choice to accept the delay or cancel for a full refund. If non-delivery results from our error or the carrier losing, damaging or disposing of the parcel before delivery, we arrange a replacement or full refund.

Returns & Refunds

What is your return window?
Request a return within 14 days of delivery and dispatch the item within 14 days of return authorization. There is no restocking fee. Your parcel does not need to reach the return facility within that 14-day dispatch window.

Where do I send a return?
Approved returns are sent to an international return facility outside the United States. We provide the exact address and shipping instructions after authorization. Do not send returns to our Brooklyn business address or the sender address on your parcel.

How do I start a return?
Email hey@kelmera.com with your order number and reason. We review your request and reply within one business day. Once authorized, follow the return instructions and keep your tracking details.

Who pays return shipping?
For change-of-mind returns, you pay international return postage, which is not reimbursed. It may cost more than domestic postage. Kelmera covers the required return shipping for damaged, defective, incorrect, incomplete or misdescribed items. Contact us before purchasing postage for those issues.

Can I keep an item instead of returning it?
We may offer an optional partial refund for a change-of-mind return. Any amount is agreed by email. You can decline and proceed with an eligible return for a full product refund.

When will I get my refund?
We inspect the return and process an eligible refund within 10 business days of receiving it, including inspection time. International return transit occurs before this period begins. Refunds go to your original payment method; your bank may need additional time to display the credit.

Read our Return & Refund Policy for eligibility, exclusions and full instructions. Nothing in these summaries limits your rights under applicable law.

Lighting Questions

Are bulbs included?
Bulb requirements and inclusion vary by fixture. Check the selected product details. If bulb inclusion or the light-source configuration is not specified, contact us before ordering so we can confirm what is supplied.

Will this work on U.S. power?
Check the selected fixture's input voltage and power source before ordering. Household mains in the United States is normally 120V. Do not connect a fixture to an incompatible supply. Contact us before purchase if the listed configuration is unclear.

Do I need an electrician?
For hardwired fixtures (wall lights, ceiling lights, downlights, pendants), yes, we recommend a licensed electrician. Plug-in, portable, and rechargeable lamps need no wiring at all.

Can I use this outdoors?
Only if it is rated for it. Follow the manufacturer's permitted location and installation instructions. An IP number alone does not establish suitability for every outdoor, damp, or wet location. IP20 fixtures are for dry indoor locations only.

Does anything need assembly?
Assembly and mounting requirements vary by product. Check the listing and contact us before ordering if the requirements are unclear.

Products

Why does my piece look slightly different from the photo?
Natural stone and wood vary naturally in grain, veining and tone, so no two are identical. A lit fixture also reads differently from an unlit one, and screens vary in colour. Check the dimensions and any product-specific measurement notes on the selected listing. If an item does not match its description, contact us for help under our return policy.

Is wall art framed?
No, prints and posters ship unframed unless a framing option is offered and selected.

Orders & Payment

What currency are prices in?
All prices are in U.S. dollars (USD $).

Can I change my address or cancel?
Email us promptly before dispatch to request an address change or cancellation. Orders canceled before dispatch receive a full refund. Once shipped, we cannot guarantee an address change or stop delivery. If you no longer want the item, follow the return process after delivery; change-of-mind returns require customer-paid international postage.