Returns & Exchanges

At Ketzali, we stand behind the high quality of our handmade goods. Each piece is ethically created in small batches, and we hope you absolutely love what you receive. That said, we understand that sometimes things don’t work out—and we're here to help.

Missing Orders

If your order hasn’t arrived within the expected delivery window, please reach out to us at shop[@]ketzali.com within 14 days of the estimated delivery date.
We’ll work with our shipping partners to locate your package. If it cannot be found, we’ll gladly offer you a replacement or a full refund.

Return & Refund Policy

We accept returns and exchanges within 3 business days of receiving your item.

To be eligible:

  • Items must be unused, unworn, and in original packaging

  • You must email shop[@]ketzali.com within 3 business days of delivery

  • Include your order number, reason for return, and any relevant photos (if the item arrived damaged or defective)

If your request is approved, we’ll provide return instructions. Please note, customers are responsible for return shipping costs unless the item arrived damaged or incorrect.

Refunds:

Once we receive and inspect your return, we’ll notify you of the approval status.
If approved, a full refund (minus original shipping fees) will be processed to your original payment method within 5–10 business days.

Refunds are processed only after the returned item is received and approved.
We reserve the right to deny a return if the item appears used, worn, washed, or damaged after delivery. Items returned without prior email approval will not be accepted.

Non-Returnable Items:

We are unable to accept returns on:

  • Final sale or discounted items

  • Custom or personalized orders

  • Gift cards

Shipping Issues & Lost Packages:

Ketzali is not responsible for delays or lost packages caused by the carrier. If your order is marked as delivered but hasn’t arrived, please contact your local postal service first. If the issue persists, email us at shop[@]ketzali.com—we’ll do our best to assist you.

Damaged or Incorrect Items:

We thoroughly inspect every item before shipping, but if you receive a damaged or incorrect item, please contact us at shop[@]ketzali.com within 3 business days of delivery.
We’ll prioritize a replacement or offer a refund if the item is no longer available.