All order inquiries should be made to: official@kerriaskollection.com. Please do not DM or leave comments on the Instagram Page.

Direct Messages will have a slower response rate due to high volume of DMs. This is not the best form of communication as it is easy for your DM to get lost below all other messages. 

Email response time is 24-48 business hours.
Our team works M-F 9:00 AM - 3:00 PM EST. This does not include holidays. 

If you have an email address with @icloud.com, please check your spam/junk folder. 

Facebook/Instagram orders do not receive confirmation emails from us. Meta wishes to centralize all orders placed through their apps so please check your apps shopping tab. 

Sometime when you use Shop Pay or Apple checkout, it will use your registered email addresses so please check all possible email addresses. 

Enter 'Kerrias Kollection' 'Order number' in your email search bar to auto populate any Kerria Kollection emails. 

If you are still unable to locate your confirmation email, there may be a typo! Please email us at official@kerriaskollection.com with your name and shipping address so we can locate and correct it. 

We do not have any inbound call system. The best way to reach us is via email at official@kerriaskollection.com. 

We cannot cancel orders once they are placed. For cancelation inquiries, we may edit your order.

To process a refund, please submit a return request through our return portal within 7 days of recieving your order. 

After your return has been processed and approved, you will receive a refund notice from us. You’ll automatically be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We do not provide shipping labels at the moment. Shipping cost must be covered by the customer.

When returning an item, we recommend using USPS Flat Rate Shipping or First Class Package as it is the most affordable shipping option.

Please contact us within 48 hours of receiving an incorrect item. We will instruct you on the best method to ship the item back to our facility. 

Please include the original packing slip that was shipped with the order. 

Once an order has fulfilled, you will receive a shipping confirmation email that includes your tracking number. We recommend checking your spam folder or contacting us if you did not receive a confirmation email. 

Your order can be returned to us for one of the following reasons: insufficient address, Attempted-not known, missing unit, unable to forward. We will email you once the package arrives at our facility. Reshipment costs vary from $6.00-$10.00 and these costs are paid directly to USPS. You will have 10 days from the email notification to respond or we will issue you store credit to the email that is associated to your order.

Please note, we do not have control over the Postal Office returning packages. We recommend contacting your local post office for any delivery issues. 

Kerrias Kollection is not responsible for packages that have been confirmed as 'Delivered' by the carrier. We do not issue credits, refunds, or reshipments for packages that the carrier confirms as being delivered. No exceptions. 

We recommend contacting your local USPS post office for additional information on your delivery. You can also explore the options USPS offers for the best resolution for your package; Missing Mail The Basics. 

Orders are flagged by our internal processing system when it deems them as a fraudulent risk. Any orders that come in as medium or high risk fraudulent will need to be verified before being processed and shipped

This is done to ensure the cardholder and merchant's safety and to minimize the chance of bank charge backs from cardholders who have been victims of fraud.

1. Multiple failed payment attempts were made to place the order (raises concern of stolen cards being used).
2. CVV is incorrect.
3. IP Address where order was placed is nowhere near the ultimate shipping destination (example, order placed from China but being shipped to UK, this is cause for concern and raises red flag of possible credit card fraud).
4. Billing and Shipping Address are not the same as registered to the card. A typo or missing apartment unit may still trigger our system. 
5. Recent billing address change to your card.
6. Previous or recent chargeback history. If you have recently opened a chargeback with your bank or have a history of opening claims, you are seen as a risky buyer. 
7. A high risk internet connection was used (hidden VPN's).

When you place an order, make sure it does not meet any of the criteria above that may make it susceptible to fraud.

Make sure billing and shipping addresses match and that location of order is in the vicinity of final shipping destination.

If you have recently moved, you may need to contact your bank to update them with your new residence address.  

You will initially receive an email from us informing you that your order has been flagged. We will kindly ask for a response from which you will receive a second email from us informing you of the reason your order was flagged and the necessary documentation needed to clear your order. 

Kerrias Kollection would never ask for complete card numbers. Any information received is confidential and not shared with any parties.