Shipping and Returns
Where do you ship?
We are shipping in most countries using renowned logistics partners. Please refer to the shipping table below to see if we ship in your country and the associated shipping fee and VAT.
When will I get my tracking number?
You'll get it as soon as your Kello leaves our warehouse (usually the same day or the day after your order).
Will I have to pay for customs taxes and VAT?
If you live in one of the following countries, VAT and customs taxes are paid at the moment of purchase, so they won't be asked at delivery:
- United States
- Germany
- France
- Belgium
- Spain
- Italy
- Austria
- Switzerland
- Canada
- Australia
- Netherlands
- Hong Kong
- Singapore
- Japan
If you live in a country that is not in this list, your package might be subjected to your country's VAT and potential customs taxes. Please refer to your local law to know how to settle these fees.
Do you ship in PO boxes?
As we're using registered and signed packages only, we're unfortunately not able to ship to PO boxes as of today.
What is your return policy if I'm not satisfied by Kello?
If, for any reason, you are not satisfied by your Kello within 30 days of purchase, you may return it to us and get a refund given that the unit is in perfect condition and the package is complete (accessories and manuals).
You will have to pay for shipping to our office in Hong Kong. You can use whichever courrier you want as long as it's a tracked package.
If you live in the USA, we can organize a pick-up for you, which is billed $22.
As soon as we receive the package and after internal inspection, we'll refund your order on the same account that was used to pay for it initially. It may take 2 to 3 working days for the money to pop up on your account.
Please contact us before sending us your package as you will need to have a Return Merchandise Authorization number so that our warehouse accepts the package.
I have an issue with my Kello and I need to have it exchanged.
We are thoroughly testing every device that leaves our factory. However, despite all our best efforts, some products might be damaged when they arrive to your home.
If you have any issue with your Kello within the 1-year warranty period, please send a message to our support team. If, after investigation, they conclude that your Kello has to be exchanged, we'll send you a label to stick to the return package.
Depending on the country you live in, we might be unable to generate a pick up label for your faulty device. In that case, we will ask you to ship it to us and refund you the shipping fees to up to USD 30 for 1 unit.