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F. A. Q.

I want to purchase an item that I see on-line, but you don't have my size/color. Will it be coming back in stock?

If you recently ordered and item that is now on sale unfortunately, you can not get the item at the discounted rate. Price adjustments for online purchases will not be honored. However, consistent pricing throughout our website is our goal. Please join our mailing list to get first dibbs on special offers, discounts, and coupons. Be one of the first to get notified of our “Flash Sales” so that you can take advantage of rock bottom pricing on our quality merchandise. Click here to sign up now.

I just placed my order how can I track it?

You will receive an email notification once your order has processed. When your order is packaged and shipped you will receive an additional notification via email, which will contain your tracking number. Orders can also be tracked by following the order these instructions: The first email you receive will contain your order confirmation, merchandise purchased, and the amount you will be charged once your item(s) has shipped. The second email will arrive in your email once the order has shipped from our fulfillment center. You can also track your order by following the track link in your email. Please allow up to 3-7 business days for standard delivery. For orders that require shipment other than standard refer to our shipping policy here.

What is your shipping policy and how much will it cost to ship my order? How and when will my order be shipped?

When will my order be processed?

When Will I Be Billed For My Order?

I accidentally ordered the wrong thing. Is it too late to cancel my order?

What forms of payment do you accept?

Are the clothes true to size?

Why can't I receive emails?

I forgot my password. What should I do?

If you forget your password, Follow the forgot password link just below the name and password fields. An e-mail confirmation link will be sent to the email address we have on file for you.

Please follow all of the instructions on the forgot password screen. Our system will email you a temporary password that you will use to log in. You will then be required to reset the temporary password and create a new one using your system. The login link can be found in the header of our homepage, go here.

Please Note: Your password is case-sensitive

Is your site secure?

All transactions made on Shop At KEI are safe. Our e-commerce site is registered with Verisign uses a standard SSL certificate that secures your transactions. Such information includes your account profile details, etc. Through SSL protection your information is encrypted in efforts to have it travel more safely and be non-readable as in travels across the world wide web. To guarantee additional Safe & secure Shopping options, final purchases are made via Paypal and other secure payment gateways. Look for the security lock to the left of your browser’s address bar.

Which essential oils are safe to use during pregnancy?

Essential Oils to Avoid during pregnancy:
Rosemary may cause contractions

Oils that are safe during the 2nd and 3rd trimester:

Bergamot – Roman chamomile – Eucalyptus – Geranium – Ginger – Grapefruit – Lavender – Lemon – Lemongrass – Lime – Mandarin – Neroli – Patchouli – Petitgrain – Rose Otto – Rosewood – Sandalwood – Sweet orange – Tea tree – chamomile and ylang ylang

What is the difference between machine vs. cold pressed oils?

The difference between expeller vs. cold-pressed:

Expeller pressing means using a machine as part of your extraction method. Generally, the expeller pressed method uses a solvent called Hexane, which is a chemical that is used to extract the oil. High-temperature steam is used to cook the seeds at the time of crushing so that maximum oil is recovered. During the crushing process, lots of heat is generated. The heat changes the natural characteristics and properties of the oil.

The cold-pressed maintains a low temp and keeps products less altered and never heated. For instance, cold Pressed Castor Oil is extracted using a special Cold Press method by Fully Automatic High-tech Hydraulic Press which gently presses the oil from selected superior quality seeds. During this process, no external heat is applied and no chemicals are used. Therefore, the natural properties of the oil remain completely preserved.

If you have used a machine as part of your extraction method… are your oils expeller pressed? Meaning machine squeezed which quite naturally would cause the oils to get hot because it’s not temperature controlled.

Expeller-pressed means a machine squeezed the oil out and the oil may get hot because the temperature is not controlled. During expeller pressing, high-temperature steam is used to cook the seeds at the time of crushing so that maximum oil is recovered. During the crushing, a lot of heat is generated internally which changes the natural characteristics and properties of the oil.

Expeller pressed uses a solvent called Hexane, which is a chemical to extract the oil. The cold press does not.

Once Organic oil is run through the machine, if it contains hexane, then it’s no longer organic.

Why does the color of my item appear to differ from what's on the website?

I just placed my order, can I edit or cancel it?

Unfortunately, there is no way to change an order once it has been processed; this includes adding additional items, canceling an order, changing the quantity, size, or color of items. Your electronic submission is similar to sending an email. All completed orders receive an order number then are sent directly to our fulfillment center. For this reason, additional updates can not be made. Please view our general size charts in advance of making a purchase so that you have a greater chance of buying an item that fits properly. We do not accept, cancellations, returns, or exchanges. This is especially true for special order items (i.e. Keiani Cosmetics, accessories, onesies, and Melanin Crown,) Review our returns policy by clicking here or see the return instructions on the back of the invoice that was included with your order.

Can I return Accessories, Collections items, Keiani Cosmetics, onsies, or Melanin Crown hair care products?

Where is my order? I never received it.

Please allow at least 7 business days for the package to be delivered. Please contact Customer Service after that time if you did not receive your order so that we can assist you with checking the delivery status. Please contact us through our website’s contact form or via chat when available. In addition, you can track your order online yourself, to see the shipping/delivery status, by using the tracking info that was provided to you via email confirmation. If your package doesn’t arrive but shows a status of “Delivered” in our system we are not responsible for items that are not received. If this situation occurs you should contact U. P. S. or the courier service on record directly.

This item was on sale, but I ordered the wrong size. Can I return/ exchange it?

All final sale items are non-refundable and non-returnable. If you are ordering clothing it is highly recommended that you get properly measured by a tailor or seamstress prior to placing an order. Also, you can review our general size charts… go here. Special order items (i.e. Keiani Cosmetics, Melanin Crown, onesies, and accessories) are not returnable under any circumstances whether on sale or otherwise.

How Do I care for my jewelry?

A: Jewelry cleaning and caring suggestions

If you take care of your jewelry it will last for quite a while. Safeguard it by not allowing it to come into contact with chlorine bleach or other harmful chemicals. Your pieces can be cleaned in the house with a jewelry cleaner, a jewelry cloth, or in some cases a soft toothbrush and soapy water. Store your jewelry in a soft cloth pouch plastic zip-lock bags.

How do I know whether you've received my return or not.

I would like to return my order to exchange it, What’s your company address?

How do I become a registered member and what are the benefits?

You can check out as a guest or log in to complete your purchase. You will have the log in option once you have signed up for our mailing list. Registered members will have first dibs on free shipping options and will be eligible to receive discounts and other types of perks. Upon subscription to our newsletter you will receive promotion notices, discount codes, etc. You also have the option to store your information for future purchases. This information consist of credit card details, shipping address, log in credentials, and lost password recovery options. After registration you will also be able to review previous order information and print current and past invoices.

*** Signup it’s easy and free!***

Can my account be terminated without prior notice?

ACCOUNT TERMINATION

In accordance with the DMCA (Digital Millennium Copyright Act) and other applicable law, Shop At KEI may terminate your account and site access for infringement. We reserve the sole right to make this determination. Especially, if we received several notices via the DCMA that you are in violation. Additional information about the DMCA (Digital Millennium Copyright Act) can be found here. View information about possible order cancellations and restriction via “site transactions.” by scrolling down.

I am a victim of identity theft. Will you store my credit card information?

Does this site use cookies? If so, what type of info. is stored?

A: Cookies policy and usage tracking

Cookies Policy

There are a few ways in which we use the information you provide to us. One of the ways is by using different types of Cookies. Transient and persistent cookies are used on this website. These cookies enable us to recognize return users, notify our website of previous user activity, ensure seamless page to page continuity, store shopping cart information, and remember shopping list items.

What is a cookie? A cookie is a small piece of information that web sites use to remember specific user details. This data is sent from shopatkei.com and stored in your web browser… whilst you browse our website. If you are a registered user these cookies can allow you to make purchases on our site without having to log in every visit. If you’re seeking to access your personal account data you will still be required to enter your password. We aggregate information about your user experience which may be shared with our partners to plan advertising or promotions. However, your personal information is not shared with our partners or any third party, All data is submitted anonymously.

Why is your Shea butter yellow instead of ivory? Is it real?

What makes an oil hexane free?

What is the difference between order processing time and shipping time?

Order processing vs. S&H

Shipping and handling and order processing go hand in hand but are not the same. The time it takes for us to physically package your order is known as the order processing time. The order processing time can vary based on several factors. The average processing time is 48-72 hours. However, during peak seasons processing can be delayed up to 14 days.

If we run out of in-stock items during the packaging of your order restock can take anywhere from 2 to 4 weeks. All orders placed after 12 pm central time will be delivered to the USPS or other courier service during our next scheduled shipping day. Our shipping days are Mondays, Wednesdays, and Friday.

General Site Terms “Agreement”

By using this site you agree to follow and be bound by the Agreement of all terms stated herein. Such terms also include our privacy policy, site transactions, and site conents. You’re using this site at your sole risk and therefore accept full responsibility for and agree to absorb all costs (directly or indirectly) associated with your use of the Site. Shop At KEI shall not be held accountable for any damages that can occur as a result of your use of the site. It is our sole right and at our discretion we are free to update or modify this Agreement. Additionally, we can alter the appearance of the site (Shop At KEI) and/ or it’s materials and contents at any time without prior notice or consent. Furthermore, the Site and its contents are provided on an “as is” and “as available” basis without warranties of any kind, either express or implied. View full Terms and Conditions by clicking here

*** If you do not agree to the aforementioned terms, please discontinue use of this Site now.***

The purpose of this privacy policy is to outline and clarify how your personal information is used by our company, Shop At KEI as it relates to its customers and visitors about the types of data that is collected while you are visiting our website.

We value and respect your right to privacy. Our overall goal is to provide you with a safe, secure, and enjoyable shopping experience. This privacy notice describes our online information practices, what information we collect from our customers and visitors, and how it is used.

All of your personal information is safe with us. Although your email address, credit card information, phone numbers, and personal records are required for shipping purposes and to make purchases on our site, we do not sell your information to third parties. Our website is secured and tested daily for technical difficulties. Any information you submit is encrypted and safe.

Information we collect
Name

E-mail address

Billing and shipping address

Telephone number

Type of credit card you are using

Credit card number and expiration date, or other forms of payment information

We track your shopping experience on our site so that we can make suggestions for similar types of purchases. .You will receive coupons, be notified of discounts and/ or sales via email (mailing list ). View full privacy policy by clicking here

Shop At KEI has the right to refuse any order you place with us. Quantities can be limited or canceled at our discretion whether the purchase is per person, per household, or per order. Such restrictions may include multiple orders under the same customer’s account, orders placed using the same credit card, billing/ shipping address. However, if we decide to make changes to or cancel your order you will be notified via email, phone, or by mail based on the information provided to us at the time of purchase. Orders which appear to be specious, placed by dealers, re-sellers or distributors may also be canceled or rejected.

Shop At KEI, The Site, and all of the site contents including, but not limited to,trademarks, text, logos, videos, and photos (collectively, the “Contents”), are owned, controlled or licensed by Shop At KEI. Therefore, we can modify, suspend, or discontinue the Site or any of the site’s products/services at any time. This includes, but is not limited to the right to change the appearance of the site, it’s contents, and features. By the same token we reserve the right to charge fees in connection with the use of the Site. Shop At KEI is able to modify and/or waive any fees charged in connection with the Site. It is our sole right to offer opportunities, special items, or discounts to either some or all users of the Site. Moreover, you agree that we shall not be liable to you or to any third party for any modification, suspension or discontinuance of the Site, or any service, content, feature or product offered through the Site.

This F. A. Q. serves as a guide which will answer most of our customer’s frequently asked questions. Because each customer and some situations are unique our F. A. Q. will be updated periodically so that we cover most of the bases. Shop At KEI’s staff sincerely hopes our F- A- Q. and additional information provided to you on this website is helpful. If you have other F. A. Q. (frequently asked questions) that are common, but not listed get more help by contacting us here.