FAQ

HOW MUCH IS SHIPPING AND HOW LONG WILL IT TAKE?
Orders usually ship in 2 to 3 business days and are made worldwide. KAYU is not responsible for any lost or stolen packages. All orders are shipped via UPS Ground, USPS or TNT. Domestic shipments take approximately 2-7 business days to arrive. International shipments take approximately 6 to 15 business days to arrive. Please note that you might be subject to import duties and taxes, and any additional charges must be paid by you. Import duties and taxes are non-refundable. 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/TNT 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. Please contact KAYU at info@kayudesign.com with any questions regarding international shipping.

USA & Canada Shipping Costs

UPS Ground – FREE – 2 to 7 business days
Expedited* – US$20.00 – 2 to 3 business days
*Delivery times go into effect the business day after you place an order.

WHAT IS YOUR EXCHANGE AND RETURN POLICY?

If you wish to exchange or return an item please contact us within 7 days upon receipt to obtain an RMA (Return Merchandise Authorization) number. You may contact us at info@kayudesign.com. Goods will only be accepted if they are unused along with a copy of the invoice. Please indicate on the back of the invoice whether this is a return or exchange. All correctly returned items will be refunded minus shipping costs. All shipping costs associated with returns are at the customer’s expense.

CARE OF MERCHANDISE 
Our products are made of natural materials, as a result there will be some variations in color and slight differences that make each item unique, more so over time. These characteristics, some seen after use, should not be seen as faults but as part of the evolving patina of the product. To preserve the color of your product please store away from sun when not in use.

Use a small amount of water to spot clean as required. Do not use chemical cleaners as this may stain the straw and cause discoloration.

WHERE DID THE NAME “KAYU” ORIGINATE FROM?
KAYU is a Malay word that means “wood”.

HOW DO I MAKE A PURCHASE?
Shopping at KAYU is easy. Use the SHOP link to browse through our products. Once you have found an item that you’d like to buy click on the ADD TO CART button next to each item.

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT KAYU?
The security of your information is very important to us. We use Secure Socket Layer technology (SSL) to protect the security of your online order information. Once you enter the checkout page your computer will begin communicating in secure mode. You can tell you are in secure mode by the “http” in the web address which is replaced by “https”.

PRIVACY
KAYU is committed to protecting your privacy. We do not sell, rent or share information about our customers. All information provided to KAYU remains confidential. Please note that orders are confirmed via email, and we may also contact you via phone, postal mail or email regarding your order. We may also email you occasionally with news about our products and events. If you would like to be removed from our mailing list please email us.