Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. Orders are not processed or shipped on weekends or holidays.

Shipping Methods & Timeframes

We offer two shipping options to ensure your Kaiia pieces arrive safely and promptly:

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Includes tracking and insurance
  • Recommended for time-sensitive orders

Free Shipping

  • Available on orders over $50
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment
  • Includes basic tracking

International Shipping

We proudly ship worldwide, excluding some Asian countries and remote regions. Please note that international shipments may be subject to customs duties, taxes, or other import fees, which are the responsibility of the customer.

Returns & Exchanges

At Kaiia Online Shop, we’re committed to ensuring your complete satisfaction with every purchase. Our returns and exchanges policy is designed to be straightforward and customer-focused, reflecting our dedication to quality and your shopping experience.

Key Return Information

  • Return Window: 15 days from the delivery date
  • Condition: Items must be unworn, unwashed, and with all original tags attached
  • Return Shipping: Customers are responsible for return shipping costs
  • Refund Processing: 5-10 business days after we receive your return

Return & Exchange Process

1
Initiate Your Return/Exchange

To begin the process, please email our customer service team at [email protected] with the following information:

  • Subject: Return/Exchange Request – Order #[Your Order Number]
  • Your full name and email address
  • Order number
  • Item(s) you wish to return/exchange (including product names and SKUs if available)
  • Reason for return/exchange
2
Wait for Authorization

Our customer service team will respond within 24 hours during business days with:

  • Return authorization number
  • Shipping instructions and return address
  • Any additional instructions if applicable
3
Package and Ship Your Return

Please ensure your return package meets the following requirements:

  • Items are in original condition with all tags attached
  • Include the original packing slip or order confirmation
  • Write your return authorization number on the outside of the package
  • Use a trackable shipping method (we recommend insurance for valuable items)
4
Processing

Once we receive your return:

  • We’ll inspect the items within 2-3 business days
  • You’ll receive email confirmation when your return is processed
  • Refunds or exchanges will be processed accordingly

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless faulty or not as described:

  • Underwear & Nightwear (intimate apparel and sleepwear)
  • Swimwear (if the hygiene seal has been removed)
  • Face + Body products (skincare and body care items)
  • Jewellery & Watches that have been personalized or engraved

These exceptions help us maintain the highest standards of hygiene and quality for all our customers.

Refund Information

Refund Timeline

Refunds are processed within 5-10 business days after we receive and inspect your return. The timing depends on your payment method and financial institution:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
  • PayPal: 3-5 business days to reflect in your account

What’s Refunded

You’ll receive a refund for the cost of the returned items. Original shipping fees are non-refundable, and return shipping is at your expense.

Exchange Information

We’re happy to exchange items for a different size or color, subject to availability. If the item you want is not available, we’ll process a refund instead.

For exchanges:

  • We’ll ship the new item once we receive your return
  • You’ll be responsible for shipping costs for the new item
  • Price differences will be charged or refunded as applicable

International Returns

For our international customers:

  • You are responsible for any customs duties or taxes on returned items
  • We recommend marking the package as “Returned Goods” to avoid additional charges
  • Refunds will be issued in the original currency of purchase

Need Help?

Our customer service team is here to assist you with any questions about shipping, returns, or exchanges.

Email: [email protected]

Response Time: Within 24 hours during business days

Business Address:
Kaiia Online Shop
2900 Lowndes Hill Park Road
Los Angeles, US 90017

This policy is designed to ensure a premium shopping experience while maintaining the quality and integrity of our fashion collections. Thank you for choosing Kaiia Online Shop.