1. Do you ship outside the United States?
Not right now. We currently only ship within the contiguous United States (lower 48 states). We do not ship to Alaska, Hawaii, or US territories at this time.
2. My order is over $100, why am I being charged shipping?
Free shipping applies to the subtotal of your order. If you use a discount code that brings the total below $100, the standard $9.90 shipping fee will apply. There are no other surcharges or hidden fees.
3. How do I track my order?
Once we print the shipping label, you will receive an email with a tracking number. Note that it can take up to 24 hours for the carrier to update the status once the label is created.
4. The color looks different than online. Can I return it?
Yes. If the color is significantly different from what was advertised, that qualifies as a quality issue. You are eligible for a free return label, and we will cover all return shipping costs.
5. How long does a refund take?
We process the refund within 1 to 2 business days of receiving the item back at our warehouse. However, banks move slower than we do. Please allow 7 to 10 business days for the money to appear back on your card or PayPal account.
6. Can I change my shipping address after I order?
Email us at info@ilovekasala.com immediately. If the package hasn't shipped yet, we can update the address. If it has already left the warehouse, we cannot reroute it.
7. Do I have to pay for return shipping?
No. Return shipping is always free. We provide a prepaid return label for all returns, regardless of the reason.
8. Is it safe to use my credit card on your site?
Absolutely. We use encrypted SSL technology and our payment processors are fully PCI compliant. We never see or store your full card number.
9. Is Ilovekasala a legitimate business?
Yes. We are a registered business located at 814 Tilden St, Bronx, NY 10467. You can reach us by phone at +1 347-698-1507 or by email at info@ilovekasala.com during our business hours (Monday–Friday, 9:30 AM–6:00 PM ET).