FAQ
01. What payment methods do you accept?
We accept all major credit and debit cards, as well as Klarna and Afterpay for eligible orders.
02. Is my personal information secure?
Yes. We take your privacy seriously and use secure payment processing to protect your personal information. Your personal data, including your email address, phone number, and order history, will never be sold or shared with unauthorized third parties.
03. How long does shipping take?
Orders are typically processed within 2 business days. After your order ships, delivery usually takes 3–6 business days within the United States.
Please note that shipping time does not include processing time.
Once your order has been shipped, you will receive a confirmation email with your tracking information.
04. How do I return an item?
We accept returns within 30 days of delivery for items that are unworn, unused, and in their original condition.
To start a return:
- Email hello@ekaliy.com with your order number.
- Our customer service team will review your request and provide return instructions, including the return address closest to your location whenever available.
- Please do not send your return without authorization or to the address shown on the original package.
05. Who pays for return shipping?
Customers are responsible for the cost of return shipping.
After your returned item has been received and approved, we will reimburse your eligible return shipping cost as store credit (not a cash refund), up to $30 USD.
To receive this reimbursement, you must email us a copy of your shipping receipt showing the return postage amount.
If your return shipping cost exceeds $30 USD, the remaining amount will be the customer's responsibility.
06. Are Final Sale items eligible for returns?
No. Items marked as "Final Sale" cannot be returned or exchanged.
Please review product details carefully before placing your order.
07. What if I receive a damaged or incorrect item?
If you receive a damaged, defective, or incorrect item, please contact us at hello@ekaliy.com as soon as possible and include your order number and photos of the item.
We will review your case and provide an appropriate solution. If the issue is due to our error, you will not be responsible for any return shipping costs.
08. How long does it take to receive my refund?
Once we receive and inspect your returned item, your refund will be processed within 5 business days.
Any eligible return shipping reimbursement (up to $30 USD) will be issued separately as store credit.