FAQs

1. Where do you ship?

We currently provide worldwide shipping, including delivery to the United States, Europe, and other supported international destinations. Shipping availability may depend on carrier coverage, destination restrictions, customs requirements, and local delivery conditions.

For complete information about shipping destinations and delivery procedures, please review our Shipping Policy.

2. How long does order processing take?

Orders are normally processed within 1–4 business days after successful payment authorization and order verification. Business days generally exclude weekends and applicable public holidays.

Processing time is separate from shipping time and covers activities such as payment verification, order preparation, packing, and transfer of the package to the applicable shipping carrier.

3. How long does shipping usually take?

After your order has completed processing and has been transferred to the carrier, estimated shipping times are generally 5–9 business days within the United States, 7–15 business days to Europe, and approximately 10–20 business days to other supported international destinations.

Delivery estimates are not guaranteed and may be affected by customs clearance, weather, holidays, carrier operations, transportation disruptions, or local delivery conditions. More information is available in our Shipping Policy.

4. How much does shipping cost?

Our standard shipping charges are based on the destination region. Shipping within the United States is €5.99, and eligible orders of at least €99.00 qualify for free standard shipping.

Shipping to Europe is €9.99, and eligible orders of at least €149.00 qualify for free standard shipping. Shipping to other supported international destinations is €16.99. Unless otherwise stated, no general free-shipping threshold applies to other international destinations.

5. How can I track my order?

Once your order has been shipped and tracking information becomes available, we will normally provide shipment or tracking information using the email address associated with your order.

Carrier tracking systems may require approximately 48–72 hours after package collection to display the first tracking update. You may also use our order tracking page at Track Order where available.

6. What should I do if my tracking information has not updated?

It is normal for tracking information to remain unchanged temporarily while a package is moving between carrier facilities, countries, customs authorities, or local delivery partners. Tracking may take approximately 48–72 hours after carrier pickup to become active.

A lack of recent scans does not necessarily mean that a shipment has been lost. If the tracking information remains unchanged for an unusually long period, please contact us at [email protected] so that we can review the available shipment information.

7. Will I have to pay customs duties or import taxes?

Orders delivered within the United States are not subject to international customs duties or import tariffs.

Orders shipped to destinations outside the United States may be subject to customs duties, import taxes, VAT, brokerage charges, customs handling fees, or other charges imposed by the destination country. Unless expressly stated otherwise during checkout, these charges are the responsibility of the customer or recipient.

Please review our Shipping Policy for complete customs information.

8. What should I do if my package arrives damaged or incorrect?

If your order arrives damaged, defective, or materially different from what you ordered, please contact us at [email protected] within 48 hours of delivery.

Please provide your order number, a description of the issue, and clear photographs of the merchandise, shipping package, protective packaging, and shipping label where reasonably available. Please retain the original packaging while the matter is being reviewed.

9. How long do I have to request a return?

Eligible merchandise may be returned within 30 days from the date the order is delivered, based on the delivery information recorded by the applicable shipping carrier.

A return request must be submitted within this 30-day period. For complete eligibility requirements and return procedures, please review our Refund and Returns Policy.

10. What condition must returned merchandise be in?

Returned merchandise must generally be unused, unwashed, unaltered, and free from stains, odors, chips, cracks, scratches, excessive handling, or other damage caused after delivery.

Customers may carefully open the package and inspect the merchandise, but products that have been used beyond what is reasonably necessary to inspect their condition, appearance, or suitability may not qualify for a standard return.

Original components, accessories, inserts, protective materials, and packaging should be included where reasonably possible.

11. How do I start a return?

Before sending merchandise back, please contact KERLITH, LLC at [email protected]. Include your order number, the name or email associated with the order, the item you wish to return, and the reason for the return.

After reviewing your request, we will provide appropriate return instructions if the return is approved. Merchandise should not be sent to an unconfirmed return address because unauthorized returns may be delayed or may not be properly identified.

Full instructions are available in our Refund and Returns Policy.

12. Who pays for return shipping?

For standard returns resulting from personal preference, change of mind, suitability, or another reason that is not caused by an error attributable to KERLITH, LLC, the customer is normally responsible for return shipping costs.

If we confirm that the return is required because of shipping damage, an incorrect shipment, or another error for which KERLITH, LLC is responsible, we will bear or reimburse the reasonable return shipping cost where a physical return is required.

13. How long does a refund take?

Once a return has been received, inspected, and approved, the refund will be issued to the original payment method used for the purchase.

Approved refunds are normally processed within approximately 7 business days. After we submit the refund, additional processing time may depend on Stripe, PayPal, your bank, card issuer, or digital wallet provider.

For more information, please review our Refund and Returns Policy and Payment Policy.

14. What currency does your website use?

All purchases made through kerlith.com are processed in Euros (EUR).

If your payment method uses a different currency, your bank, card issuer, PayPal, or other payment provider may convert the transaction using its own exchange rate and may charge a currency conversion or foreign transaction fee. Such fees are determined by the applicable payment provider and are not controlled by KERLITH, LLC.

15. What payment methods do you accept?

We currently support payment methods that may include Visa, Mastercard, American Express, Diners Club, Discover, PayPal, Apple Pay, and Google Pay.

Available payment methods may vary depending on your country, device, browser, card issuer, digital wallet provider, or payment service provider.

Payments are primarily processed through third-party payment providers Stripe and PayPal. For further information, please review our Payment Policy.

16. Do you store my card or payment information?

No. KERLITH, LLC does not store customers' complete credit or debit card numbers, CVV or CVC security codes, PayPal passwords, digital wallet credentials, or complete payment authentication information on our website or servers.

Sensitive payment information is securely processed by third-party payment providers such as Stripe and PayPal. Payment security may involve HTTPS and SSL/TLS encryption, tokenization, PCI DSS-compliant payment infrastructure, 3D Secure authentication, automated fraud screening, transaction risk analysis, and other security measures.

17. How is my personal information protected?

kerlith.com is a self-hosted store built on WordPress and powered by WooCommerce. We use reasonable administrative, technical, and organizational safeguards designed to protect customer and transaction information.

These safeguards may include HTTPS and SSL/TLS encryption, secured administrative access, role-based access controls, restricted database access, strong authentication practices, software and plugin updates, security patches, firewall or web application firewall protections, malware monitoring, login protection, backups, server monitoring, and security logging.

Customers in the European Economic Area and other applicable regions may also have rights under the GDPR, while residents of certain U.S. states may have rights under applicable state privacy laws. Full information is available in our Privacy Policy.

18. What happens if I have an order, payment, or legal dispute?

If you believe there is a problem with an order, payment, delivery, return, refund, or other transaction, please contact us at [email protected] first so that we can review the matter and make reasonable efforts to resolve it.

Payment disputes or chargebacks may also be handled according to the procedures of Stripe, PayPal, the applicable bank, card issuer, or payment network. Where necessary, KERLITH, LLC may provide relevant transaction records, customer communications, shipping information, tracking records, proof of delivery, return information, and refund documentation to establish the facts of the transaction.

If a legal dispute cannot be resolved through reasonable communication or another legally required preliminary process, the matter may be submitted to a court of competent jurisdiction in accordance with our Terms of Service and applicable law.

For complete legal terms, please review our Terms of Service. You may also contact us at [email protected] if you need assistance with an order or policy question.