Return Policy

At Brian & Kelly New York, we do our best to ensure that every customer is satisfied with their order. However, we understand that there may be situations where you would like to return an item. Below, we explain our return policy clearly.

Return Conditions

  • You may only request a return after you have physically received the item.
  • Return shipping costs are fully the responsibility of the customer, including international shipping costs.
  • Items must be unused, unwashed, undamaged, and in their original condition.
  • All labels, tags, and original packaging must still be attached or included.
  • Trying on an item is allowed, but wearing or using it is not permitted.
  • Products that show signs of wear, damage, washing, stains, odors, or missing tags may not be accepted for return.
  • Ordering multiple sizes or variants with the intention of returning part of the order is not allowed.

Return Process

  1. Contact us at info@brianandkellynewyork.com within 14 days after receiving your order.
  2. Include your order number, full name, e-mail address, and the reason for your return request.
  3. After reviewing your request, we will provide you with the correct return instructions and return address.
  4. The item must be returned at your own expense.
  5. Any customs fees, import duties, or additional international return costs are the responsibility of the customer.
  6. We strongly recommend using a shipping method with track & trace.

Please do not send your item back without contacting us first. Returns sent without prior approval may not be accepted.

Refunds

Once the returned item has been received and inspected, we will notify you whether your return has been approved.

If approved, the purchase amount will be refunded within 14 days using the original payment method.

Please note that shipping costs, return costs, customs fees, and additional service fees are not refundable unless required by applicable law.

Responsibility

  • Brian & Kelly New York is not responsible for lost return shipments.
  • If the tracking information shows that an order was delivered to the address provided by the customer, we are not responsible for missing or lost packages after delivery.
  • The customer is responsible for providing the correct shipping address at checkout.
  • If an incorrect address has been entered, this must be reported to us within 24 hours after placing the order.
  • If the order has already been processed or shipped, we may no longer be able to change the address.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at info@brianandkellynewyork.com.

Please include:

  • Your order number
  • A clear description of the issue
  • Photos or videos of the damaged, defective, or incorrect item
  • Photos of the packaging if relevant

We will review the situation and offer a suitable solution where applicable.

Contact

For questions about returns, refunds, or your order, please contact us at:

Company name: Brian & Kelly New York
E-mail: info@brianandkellynewyork.com