- What if I need to change or cancel my order?
If you need to make any changes or cancel your order, please contact firstname.lastname@example.org as soon as possible after placing your order. Kindly include your order number and all details of the changes to be made to expedite the process. Please note, we are unable to make changes or cancel orders that have already left our warehouse.
Monogram orders can only be cancelled within 24 hours of the order being placed.
- What’s the status of my order?
Orders typically take 1-2 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. Kindly note that shipping times estimated at checkout do not include order processing time.
- What are my payment options?
KAYU accepts payment via all major credit cards, such as Visa, American Express, and Mastercard, as well as PayPal checkout. Kindly note, 1 additional business day of processing time is required for orders using PayPal.
- What if something I ordered arrived damaged?
Oh no! Please email email@example.com with your order number and photos of the damage and we will be happy to assist you.
- My KAYU bag broke!
For bags purchased through our site, we have a 90-day guarantee policy to ensure your bag is up to our standards. Please email firstname.lastname@example.org 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.
- Can I include a gift receipt with my order?
We currently do not offer gift receipts. All orders ship with a packing slip which omits the prices of each product and includes exchange and return information.
- What is your domestic shipping policy?
We ship domestically via UPS and USPS. All standard domestic orders have a ship time of 1-3 business days. Please note, orders shipped to PO boxes can only be shipped via USPS.
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. Please note we are unable to ship to P.O. boxes at this time.
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.
For more information about duty fees in your country, please contact DHL/UPS or your local customs office. For inquiries regarding international shipping, please contact email@example.com.
Please note, all international orders are final sale.
- View Shipping Chart
Shipping Method Shipment Time Standard Domestic Shipping $8 1-3 business days* UPS 2nd Day Air (calculated at checkout) 2 business days UPS Next Day Air Saver (calculated at checkout) 1 business day UPS Next Day Air (calculated at checkout) 1 business day UPS Next Day Early AM (calculated at checkout) 1 business day USPS Priority Mail Express (calculated at checkout) 1 business day International Orders 2-10 business days** *Delivery within 3 business days for orders placed Monday-Friday. Orders placed after 12PM PST on Fridays will be dispatched on Monday. **Estimated delivery dates are subject to change and do not include processing time, weekends, holidays, or time spent at customs.
- My package is lost!
Oh no! Please contact us at firstname.lastname@example.org for further assistance.
- Where will my order ship from?
All orders ship from our facilities in the San Francisco Bay Area.
- Tracking information for my package isn’t updating!
From the time of receiving the shipment confirmation email, please allow 24 hours for domestic shipments and 48 hours for international shipments for the tracking information to update. If tracking still hasn’t updated after this time, please contact us at email@example.com with your order number and we are happy to look into this further.
- Which holidays is KAYU closed?
KAYU’s facilities are closed on the following holidays in 2019 –
January 1 – New Year’s Day
January 21 – MLK Day
February 18 – President’s Day
May 27 – Memorial Day
July 4 – Independence Day
September 2 – Labor Day
November 28 – Thanksgiving
December 25 – Christmas Day
All orders placed during these holidays will begin processing on the following business day.
- What is your online return policy?
We accept returns or exchanges for domestic orders within 14 days. Items must be in new condition, unused, unaltered, and free of damages. For a full refund on your order and to receive a pre-paid return label please click here
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.
Returns must be shipped within 7 days of receiving a pre-paid return label. If you are unable to ship the return within 7 days, you must notify us as soon as possible after receiving return instructions with the reason for the late return and an estimated ship date. Returns that are shipped outside of the 7 day window will not be accepted and returned back to the customer.
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.
Kindly note, we are unable to accept returns or exchanges for international orders.
- Are all items able to be returned?
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.
Kindly note, we are unable to accept returns for international, monogrammed or personalized items. If there is an issue with your monogrammed item when it arrives, please send us an email at firstname.lastname@example.org for further assistance.
- 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 email@example.com with your order number and we are happy to assist you further.
- Is there a return fee?
KAYU does not charge a fee for returns.
- How do I start a return?
To request a return, simply click here. Once the form is completed we will send you a prepaid shipping label with return instructions. Kindly note, we are unable to accept returns for international, monogrammed or personalized items.
Monogramming & Personalization
- Do you have any bags that can be personalized?
Yes! We currently offer monogramming on a variety of totes and clutches, which can be seen here. If you are looking for personalized bags for an event or large group, please email us at firstname.lastname@example.org for more information on bulk personalized options.
- How are your bags monogrammed?
Our St Tropez, Mini St Tropez, and Sienna totes are hand-embroidered with dyed raffia. Our Jen and Charlotte clutches are hand painted.
- How can I order a monogrammed bag?
Select “YES” under ‘Monogram this item’ on the product page, type in the 1-3 letters you want to be monogrammed on the bag, and add to cart!
- How long does it take to complete a monogrammed item?
Monogram items take up to 3 weeks from the order date to complete. If you ordered other items with a monogram item, the other items will ship first.
Kindly note we are unable to rush monogram orders at this time. We are only able to cancel monogram orders within 24 hours of the order being placed.
- Can I choose my monograms color/font?
All monogram items have a pre-set font, as pictured on the product page. For the Isabel tote, you can choose between red and black for the monogram. All other monogram styles have pre-set colors, as pictured on the product page.
- Can I use special charatcers (such as &!#) in my monogram?
At this time, we are only able to monogram alphabetical characters.
- Where are KAYU products made?
Our products are handmade by artisans in Southeast Asia and Ecuador.
- How sustainable are KAYU products?
Sustainability and social responsibility are very important to our company and something we have taken into consideration from the beginning. We specialize in handbags that are made from natural plant fibers which are sourced locally. For example, many of our totes are made from seagrass, a fast-growing plant that is known as a weed and is also organic.
All of our items are handmade, curtailing the use of machinery and energy consumption. Our handbags are made from materials that are mostly 100% biodegradable – the exclusion being our hardware and lining. Our lining is made from fabric that is AZO free.
As most of our materials are natural some wastage is re-used as natural fertilizer. In addition, in 2019 we are working towards being zero-waste by repurposing our scrap material into small keychains and pouches.
- Where can I purchase KAYU products in person?
We are carried at Bloomingdales, Saks Fifth Avenue, Anthropologie, J. Crew, and many other department stores and boutiques worldwide*. We can help you to find the nearest storefront to you if you email us at email@example.com.
*Kindly note we do not track retailer’s inventory. Please reach out to them directly to see which KAYU products they are currently carrying.
- 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.
- I want to order something that is sold out!
If the item is still listed on our site, we will likely be restocking. Please email us at firstname.lastname@example.org to be added to a waitlist and we will send you an email once the item is back in stock.
If you’re looking for a bag no longer listed on our site, send us an email at email@example.com and we are happy to see if we can direct you to another retailer.
- 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 placing an order of 8 or more units of the same style, we are happy to provide a bulk order discount code. Please send us an email at firstname.lastname@example.org with the style name and quantity you are looking to purchase and we will email a discount code.
- How can I contact your customer support team?
KAYU customer support is open Monday-Friday from 10AM to 5PM Pacific time. You can give us a call at 415-243-8854 during these hours or email us anytime at email@example.com, and we will get back to you within 1 business day. Kindly note, all of KAYU’s facilities, including customer support, are closed during national US holidays.