Shipping & Return Guidelines
1.A. STANDARD SHIPPING
All orders are packed and shipped as registered post within 2 business days via CTT (Portugal’s national postal service).
The shipments are sent via airfreight postal service and you will receive a tracking number as soon as the order has been dispatched. Be sure to check your junk/spam mail in case you can't find it.
Please note that not all postal services of receiving countries provide end-to-end tracking information.
Duties & Taxes may be collected at delivery. Please see our T&C for details
Standard Shipping delivery times (CTT):
Portugal: 1-2 business day
Europe and UK: 3-10 business days
Rest of the world: 5-20 business days
Please note: Shipping times may vary. Any orders placed on a bank holiday will be processed the following business day.
International deliveries can take longer due to customs and duty procedures that Kaiola can not control.
If you haven’t received your order within the above timeframes, please contact us via email hello@kaiola.co or contact your local postal service with your tracking number.
1.B. EXPRESS SHIPPING
All orders are shipped with FedEx no later than two business days after the order has been placed.
FedEx Express Delivery Times*:
Europe and UK: 1-3 business days
US & Canada: 2-4 business days
Asia, Middle East, Latin America and Oceania: 2-6 business days to main business centers
*Delivery times may vary, depending on the destination. For more remote places, (outside of main business centres), delivery times might take longer.
We strongly advise you to not opt for Express Shipping, if you live in a remote area. We kindly ask you to only select Express Shipping, if you know that your shipping address is served by courier companies such as Fedex.
You will receive a tracking number as soon as the order has been dispatched.
Duties & Taxes may be collected at delivery. Please see T&C for details.
Please note: Shipping times may vary. Any orders placed on a bank holiday
will be processed the following business day.
International deliveries can take longer due to customs and duty procedures that Kaiola can not control.
If you haven’t received your order within the above timeframes, please contact FedEx with your tracking number.
1.C. FOREIGN TAXES AND DUTIES
Our prices are displayed without delivery duties. Customs and import duties differ by country and are charged only when the shipment reaches its destination. All of these are the customer’s responsibility and we strongly advise you to contact your local customs office to check the current charges before you order.
If a delivery is refused by the receiver and is returned to Kaiola, the original shipping charges, handling fees, return shipment costs and custom charges are not refunded.
Please see our T&C for details.
2. RETURNS AND EXCHANGES
2.A. INSTRUCTIONS FOR RETURNS AND EXCHANGES
To return or exchange your item(s) within 30 days you just need to follow two easy steps:
- Send an email to hello@kaiola.co with your order number and wait for feedback.
- Ship your item back to Kaiola with your preferred carrier company. Shipping costs are your responsibility.
Remember to keep your tracking number as you are responsible for your shipment until receipt in our warehouse, and without proof of delivery, a request for a refund or exchange will be denied. Kaiola is not responsible for any items lost or damaged in transit.
If possible, please use the original shipping envelope to return the item(s). Our envelopes are designed to be used twice.
2.B. RETURNS AND EXCHANGE POLICY
Upon receipt of your order, you have a period of 30 days to return or exchange all or part of your order.
To receive a refund or exchange of an item, it must be unworn, unwashed, undamaged and with its original labels, otherwise Kaiola reserves the right to refuse the return or exchange of your order. Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
For international returns and exchanges please clearly write “Return merchandise, no commercial value”. If you fail to do so, we will not be responsible for any customs charges. Such charges will be deducted from any refund value.
As soon as we receive your shipment we will check the condition of the item(s) returned, and will proceed to refund the amount invoiced within 14 days (shipping costs and custom duties are non-refundable).
If you haven’t received a refund yet, first check your bank account, then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank, there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@kaiola.co
If you have requested an exchange, and your exchange has been approved by us in advance (confirming stock availability and postage costs), we will send your new item out to you within 5 working days upon receipt of the returned item.
Please be aware that it is the customer's responsibility if any shipment is returned to us due to unpaid customs charges.
The original shipping charges, handling fees, return shipment costs and custom charges aren’t refunded.
Please see our T&C for details.
2.C. FAULTY OR WRONG ITEMS
If you have received a damaged or wrong item contact us at hello@kaiola.co
Please wait for feedback otherwise Kaiola won’t cover the return shipping costs.
3. CONTACT DETAILS:
Kaiola
Ericeira Business Factory,
Rua Prudêncio Franco da Trindade Nº 4
2655-344 Ericeira
Portugal
Email us at hello@kaiola.co
Customer Service Hours: Monday to Friday 9:00 to 17:00 GMT