Frequently asked questions

Shipping & Delivery

How long does delivery take?

Orders are usually prepared within 1–2 business days. After dispatch, delivery generally requires 3–7 business days, depending on your location within the UK.

Overall estimated delivery time: 4–9 business days.

For complete information, please refer to our Shipping Policy.

Is shipping free?

Yes — we provide free standard delivery on all UK orders, with no minimum purchase required.

Do you ship internationally?

Currently, Satinni delivers only within the United Kingdom. International shipping is not available at this time.

Can I track my shipment?

Absolutely. Once your order leaves our facility, you’ll receive a shipping confirmation email with a tracking number and link so you can follow your parcel until delivery.

Returns & Refunds

What is your return policy?

Returns are accepted within 30 days of delivery, provided items are:

Unused and unworn
In original condition
Returned in original packaging

For full details, please review our Refund Policy.

What if my product arrives damaged or incorrect?

If your order arrives faulty, damaged, or incorrect, please contact us at info@kelarano.com and include:

Your order number
Clear photos of the item and packaging

After reviewing your case, we’ll arrange a replacement, store credit, or refund. Shipping costs are covered for these situations.

When will I receive my refund?

Once your return has been received and approved, refunds are normally issued within 7 business days. Please allow additional time for your bank or payment provider to process the funds.

Are restocking fees applied?

No — we do not charge restocking fees on any returned items.

Exchanges & Order Adjustments

Can I exchange an item?

Yes. Exchanges are available for alternative sizes, colours, or products. Please contact our support team to start the exchange process. The original item must be returned before a replacement is sent.

Can I cancel my order?

Orders may be cancelled prior to shipment. Once dispatched, cancellation is no longer possible and the return procedure must be followed.

Can I modify my order after checkout?

Changes can only be made before shipment. If you need to update your order, please email us at info@kelarano.com as soon as possible. Once dispatched, modifications are no longer available.

Payments & Security

Which payment methods are accepted?

We accept major debit and credit cards, along with secure digital wallets such as Apple Pay and Shop Pay. Available options are displayed during checkout.

Is my payment information protected?

Yes. All payments are secured using SSL encryption and comply with PCI DSS standards. Your complete card details are never stored on our servers.

Products & Sizing

How can I find the correct size?

Each product listing includes a sizing guide to help you choose the best fit. If you need additional help, feel free to reach out to our support team.

What happens if an item is unavailable?

Products that are out of stock are clearly marked. You may subscribe to restock notifications directly on the product page to be alerted when availability returns.