FAQ

What if I need to change or cancel my order?

If you need to make any changes or cancel your order, please contact support@kayudesign.com as soon as possible after placing your order. Kindly include your order number with the details of what you would like us to change/cancel. Please note, we are unable to make changes or cancel orders that have already left our warehouse.

What’s the status of my order?

Orders typically take 1-3 business days to process in our warehouse. Once your order has shipped, you will receive a confirmation email with a link to tracking information for your package.

What if something I ordered arrived damaged?

Oh no! Please email support@kayudesign.com with your order number and photos of the damage and we will be happy to assist you.

My package is lost!

KAYU is not responsible for packages that get lost in transit. Please reach out to the courier service your package was shipped through to file a claim with them.

What is your domestic shipping policy?

We ship domestically via UPS, USPS, and Fedex. All free domestic orders have an estimated ship time of 2-7 business days. If you need your package to arrive sooner, please choose an expedited shipping option at checkout. Any additional shipping costs are non-refundable. 

What is your international shipping policy?

KAYU ships worldwide. All international orders have an estimated ship time of 6-15 business days. We ship internationally via UPS and DHL. International orders may be subject to duties or fees by the country of import. These charges are the customer’s responsibility and will be charged by the shipping provider prior to delivery. Payment of these is necessary to release your package from customs. Customers who reject an international order will be responsible for the customs fees and shipping charges to and from the country. Please understand that UPS/DHL charges shipping fees and custom fees in the event that you refuse your delivery, and KAYU is not able to cover these fees. The rejected package will be returned to KAYU and the cost of the 2-way international shipping plus customs fees will be deducted from your refund.  For more information about duty fees in your country, please contact your local customs office. For inquiries regarding international shipping, please contact support@kayudesign.com.

Shipping Method Shipment Time
Free Shipping 2-7 business days*
UPS Ground 2-7 business days*
UPS 3-Day Select 3 business days*
UPS 2nd Day Air 2 business days*
UPS Next Day Air Saver 1 business day *
UPS Next Day Air 1 business day*
UPS Next Day Early AM 1 business day*
International Orders 2-10 business days*
*Shipment times go into effect 2 business days after you place an order. Estimated delivery dates are subject to change and do not include processing time, weekends, holidays, or time spent at customs.

What is your online return policy?

We accept returns or exchanges for items in new condition, unused, unaltered, and free of damages by the customer within 14 days from the time your bag arrives. For a full refund on your order, please email support@kayudesign.com and request a Return Merchandise Authorization (RMA) number. Include your order number, item(s) you are returning, and reason for the return in your email to expedite the process. Please note you will only be refunded for the cost of the product(s) ordered, we do not refund shipping costs or duty fees. After 14 days, we are unable to process a full refund but are happy to assist with an exchange or return for store credit. Items must be returned with KAYU tags attached and with the packing slip  included in the packaging. All shipping costs associated with returns are at the customer’s expense.

Once received at our facilities, your return will be processed within 5-7 business days. Credits are processed upon confirmation and inspection of the return. Please allow up to two billing cycles for the return credit to appear on your credit card statement.  

What if my return is late?

After 14 days, we are unable to process a full refund but are happy to assist with an exchange for a different style or return for store credit. Please note we are unable to accept any returns after 30 days. Please email support@kayudesign.com with your order number and we are happy to assist you further.

How do I return an order?

For a full refund on your order, please email support@kayudesign.com within 14 days of receiving your order and request a Return Merchandise Authorization (RMA) number. We will be happy to assist you with the next steps. Any returns sent to us without an RMA number will not be processed and will be returned to the customer.

My KAYU bag broke!

Oh no! For bags purchased through our site, we have a 90-day guarantee policy to ensure your bag is up to our standards. Please email support@kayudesign.com with photos of the damages, your order number, and current mailing address, and we will get a replacement sent to you. Please note, we are unable to repair or replace bags purchased from other retailers.

Why does the color of my bag look different than the photo on your site?

Each KAYU is handmade using natural materials. Due to this, each bag has slight variations that make each one unique. These variations are minimal but differences can include: variations in straw color, variations in stone color and size, and slight variations in weave patterns.

Can I have a discount code for my order?

If this is your first order with us, feel free to sign up for our mailing list and receive a discount code! This will ensure you are notified for future sales and discounts.

If you are placing an order of 8 or more of the same style, please email support@kayudesign.com and we are happy to get you set up with a discount code.

How can I contact your customer support team?

KAYU customer support is open from 10am-5pm Pacific Time, Monday through Friday (excluding national US holidays). You can call us at 415-243-8854 or email us anytime at support@kayudesign.com.

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