FAQ

We offer the following payment methods: Apple Pay, Google Pay, Mastercard, Maestro, Visa, American Express, UnionPay, Shop Pay, Paypal.

Kaai uses secure socket layers (SSL), by using Shopify Payments service, which secures communications by encrypting all data to and from the site.

If you were directed to the “Thank You” page after submitting your order, it was successfully received. Once payment is processed, you will receive an order confirmation to the email you provided at checkout.
Tracking information is sent the first business day after the order was placed.

We offer pre-order as a way to reserve a bag in advance of our upcoming product delivery, with the understanding that it will ship at a later date than when you purchase. Payment is due at the time of purchase, and you will receive a shipping notification once the order is on its way to you.

Your credit card might be refused for any of the following reasons:
• The card may have expired.
• You may have reached your credit limit. Contact your bank to check you have not exceeded the authorized purchase limit.

• You may have entered some information incorrectly. Check you have entered all the required fields correctly.

• Your card is not accepted in other continents. Please contact your bank to make this possible.

Please contact our Customer Service at hello@kaai.eu as soon as possible in order for us to change or cancel your order.

Please check our contact us page  for general requests or visit our Terms & Conditions page  for all warranty, webshop & return requests. The estimated time of response is 24 business hours. 

KAAI offers free shipping to the US and Canada for orders over $125. Orders below this purchase amount are subject to a shipping fee of $50. 

Returns are at cost of the customer, you will be charged a return processing fee of $50 if you wish to return your purchase within the 30-day return window. 

For Canadian customers:
Please be aware that extra import duties are at charge of the customer. Once the parcel has reached the local customs service, you will be asked to pay for duties. This is between 5-8% of your purchase amount, depending on the state you live in. 

KAAI will process every order as quick as possible to deliver your products within two to five (2-5) business days after the order confirmation. However, this delivery period is indicative and we cannot give guarantees in this respect as we depend on other partners (parcel companies) to deliver at your home. 

A shipping cost will be charged for all orders with a total value below 125 $ 

Kaai ships worldwide. This website specifically focuses on our US and Canadian customers. For orders in EU and other parts in the world, please have a look at https://shop.kaai.eu/

We accept returns of full price items within 30 calender days of delivery provided that the security label is still attached, the protective film on the feet of the bag is still attached and the product is
unused.  

For all purchases made between Oktober 15th and December 31st we offer an extended return window up to 90 days.  

If we receive a return and it has been used or damaged, or if the security tag and/or protective film on the feet is not attached or the metal hardware is scratched, we cannot accept your return. You can request to have it shipped back at your expense, which we will arrange for
you. 

Your refund will be credited to the same form of payment used to make the purchase. Returns postmarked outside of the 30 day policy are ineligible for a refund but can be
processed for an online store credit. 

Our bags are packaged in large boxes to protect the bags and make sure they maintain their shape and will not get damaged during the shipment. This unfortunately makes the shipment more expensive. Therefore, the customer will be charged a return fee of 50$.This fee will be deducted from your refund amount. Please note that duties and fees will not be refunded. 

To initiate a return or to exchange your KAAI bag, please write us an e-mail at hello@kaai.eu , mentioning your Order # in the subject line and reason for return. We’ll respond promptly with next steps to manage your return and will provide a label to return your bag.  

Gift cards are non-refundable. 

We are committed to ensuring your satisfaction. Here are some important details about our warranty policy:  

1. Legal warranty period:  

Every consumer has a legal warranty period of two (2) years. The consumer may rely on this legal warranty if the products delivered do not match the requested or ordered product (non-conformity), in so far as the consumer could not establish this non-conformity upon receipt of the product. Within this warranty period, repair costs are on us. We are glad to also offer you advice and help with repair services after the warranty period.  

If you made a purchase through a partnered retail location, please reach out to the retailer directly for any quality-related issues or concerns.

2. Exclusions 

Please be aware that this warranty does not cover damage resulting from normal wear & tear or neglect in maintaining the products in accordance with the vendor’s recommendations. 

Additionally, this warranty excludes damage caused by accidents, fires, floods, or other natural disasters, cleaning products or chemicals, contact with sharp or abrasive products, exposure to human fluids, stains or spills, pet-related damage, misuse, or services/alterations made by any party other than KAAI.

Warranty coverage does not extend to items purchased through our Sample Sales.

3. Color and material variations 

Regarding colors and materials, we would like to point out that our leather is a natural product and therefore can vary in color and structure from product to product and even across different collections. These minor variations should be viewed as a unique characteristic, not as a fault. Although most leathers are treated with a water repellent and have an anti-scratch surface (cf. description of the product on the website), they are not water-resistant. 

If you have any questions or need assistance with a warranty claim, do not hesitate to reach out to us.