SERENITY SQUAD ZIP UP

This product is true to size.

For more information, please visit: KELME USA Team Size Chart

Shipping Policy

Order Processing Time

All orders require processing time before they are shipped. Processing time may vary depending on product availability, order volume, customization, warehouse fulfillment status, and seasonal demand.

For regular in-stock items, our standard processing time is generally 4–8 business days after the order is placed. This processing time refers to the time needed for our team to prepare, pack, and fulfill the order before it is handed over to the shipping carrier.

During high-volume periods, including major events such as the World Cup, processing times may be affected by international shipping delays, customs clearance, warehouse receiving schedules, inventory replenishment, and other factors outside of our control. Shipping delays may occur during these periods and should be expected as part of the fulfillment process.

Shipping Method and Delivery Time

The shipping method selected at checkout only applies after the order has been processed and shipped from our warehouse. For example, 2-day shipping means the package is expected to arrive in approximately 2 business days after it has been handed over to the carrier. It does not mean the order will be delivered within 2 days of the order being placed.

All delivery timeframes shown at checkout are estimates provided by the carrier. Actual delivery time may vary due to carrier delays, weather conditions, holidays, address issues, customs processing, missing carrier scans, delivery exceptions, or other factors outside of our control.

Estimated delivery dates are not guaranteed and may be subject to change based on the carrier’s actual delivery schedule.

Shipping Changes After Order Placement

Once an order is placed, we are unable to make changes to the selected shipping method or delivery service. This includes upgrading, downgrading, changing carriers, changing the shipping speed, or modifying the delivery service in any way.

Please make sure your shipping address and selected shipping method are correct before completing checkout. Once the order is submitted, shipping-related changes may not be accepted.

Carrier Responsibility

Once a package has been shipped and handed over to the carrier, delivery timing, tracking updates, and final delivery status are handled directly by the carrier.

Customers will receive tracking information once the order has shipped. Please use the tracking number provided to check the latest delivery status directly with the carrier.

If there are any issues after the package has been shipped, including delays, missing scans, delivery exceptions, or packages marked as delivered but not received, customers should contact the carrier directly for further assistance. The carrier is responsible for the final delivery of the package once it leaves our warehouse.

Order Agreement

By placing an order with us, customers acknowledge and agree to this Shipping Policy, including processing times, estimated delivery timeframes, possible carrier delays, customs delays, and fulfillment delays during high-volume periods.

Shipping or delivery delays do not automatically qualify an order for cancellation, refund, exchange, or payment dispute once the order has been processed or shipped. If you have any concerns about your order, please contact our customer service team so we can review and assist according to our policy.

Return Policy

Return Eligibility

All return requests must be submitted within 15 days of delivery. To be eligible for a return, items must be unused, unworn, unwashed, and in their original condition with all original tags and packaging included.

Returns that do not meet these conditions may be refused or may not qualify for a full refund.

Final Sale Items

Limited-edition items, authentic jerseys, World Cup jerseys, customized or personalized items, and final-sale products are not eligible for return or exchange unless there is a confirmed product defect or fulfillment error.

Customized or personalized products, including jerseys with name and number printing, cannot be returned or exchanged once processed.

Size and Fit

Customers are responsible for reviewing the size chart and selecting the correct size before placing an order. Size preference, fit preference, or choosing the wrong size does not qualify as a product defect.

Please note that some products may display international or European size labels on the garment. The size selected at checkout will be fulfilled according to the size option listed on our website.

Shipping Delays and Event Timing

Processing and delivery timeframes are estimates and may vary depending on product availability, order volume, international shipping, customs clearance, warehouse receiving schedules, carrier delays, and other factors outside of our control.

During high-volume periods, including major events such as the World Cup, delays may occur and should be expected as part of the fulfillment process.

By placing an order with us, customers acknowledge and agree to our processing time, Shipping Policy, estimated delivery timeframes, and possible fulfillment or carrier delays.

Shipping or delivery delays do not automatically qualify an order for return, cancellation, refund, exchange, or payment dispute once the order has been processed or shipped.

We are not responsible for missed games, events, travel plans, or personal deadlines caused by processing delays, carrier delays, customs delays, inventory delays, or delivery schedule changes.

Return Shipping

Customers are responsible for return shipping costs of $8.95 unless the return is due to a confirmed product defect or fulfillment error.

If we provide a return label for an approved return, the return label cost may be deducted from the refund unless otherwise stated.

Refund Process

Once the returned item is received and inspected, we will process the refund according to our Return Policy. Refunds will be issued back to the original payment method.

Please allow additional processing time for your bank or payment provider to post the refund to your account.

Payment Disputes

If you have any concerns about your order, please contact our customer service team first so we can review and assist according to our policy.

By placing an order, customers agree not to initiate a payment dispute or chargeback solely due to estimated processing time, shipping delay, carrier delay, customs delay, inventory delay, or event timing once the order has been processed or shipped.

Items cannot be kept while a payment dispute or chargeback is also being pursued for the same order. If a return is approved, the item must be returned in accordance with this policy before a refund can be processed.