We offer a flat rate fee of $8 for all domestic shipments. All standard domestic orders have a ship time of 1-5 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.

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 outside of the United  States at this time. *Orders to Russia are shipped via USPS and have an estimated ship time of 7-30 business days. 

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 support@kayudesign.com.

Please note, all international orders are final sale.

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

Oh no! Please contact us at support@kayudesign.com for further assistance.

All orders ship from our facilities in the San Francisco Bay Area.

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 support@kayudesign.com with your order number and we are happy to look into this further.

KAYU’s facilities are closed on the following holidays in 2024 –

January 1 – New Year’s Day

January 15 – MLK Day

February 19 – President’s Day

May 27 – Memorial Day

June 19 – Juneteenth

July 4 – Independence Day

September 2 – Labor Day

November 22 – Thanksgiving

December 25 – Christmas Day

All orders placed during these holidays will begin processing on the following business day.

As in previous years, we have extended our return policy for the holidays. Purchases made 11/25 through 12/31/24 are refundable or exchangeable through 1/31/2025.

We accept returns for domestic orders within 21 days. Items must be in new condition, unused, unaltered, and free of damages. For a full refund on your order and to receive a free 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 21 days, we are unable to process a full refund but are happy to assist with a 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 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 can take up to three weeks to be processed. 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 for international orders. Please email us at support@kayudesign.com if you are an international customer and there is an issue with the product you received.

We accept returns for items in new condition, unused, unaltered, and free of damages by the customer within 21 days from the time your order arrives.

Plates and cups from our Home Collection are eligible only for store credit or exchange. We do not offer refunds for our glassware and dinnerware. Please note that KAYU is not responsible for any damage that occurs when shipping back these items and encourage you to pack these items well.

International orders and products marked as final sale are not eligible for return or refund. If there is an issue with the product you received, please email us at support@kayudesign.com for assistance.

After 21 days, we are unable to process a full refund but are happy to assist with a return for store credit. Please note we are unable to accept any returns after 45 days. Please email support@kayudesign.com with your order number and we are happy to assist you further.

We’re not able to offer an exchange on returned items and all returned items will be refunded once they’ve been received by our warehouse. If you need a different size or color of an item you’ll need to place a new order.

KAYU will not charge a return fee for items purchased on www.kayudesign.com. For items purchased through J. Crew Marketplace, a $7.50 fee will be deducted from your refund.

To request a return, simply click here. Once the form is completed we will send you a shipping label with return instructions. Kindly note, we are unable to accept returns for international, monogrammed or personalized items.

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 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.

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. Kindly note that shipping times estimated at checkout do not include order processing time.  

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. 

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

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.

To request a return, simply click here. Once the form is completed we will send you a shipping label with return instructions. Kindly note, we are unable to accept returns for international, monogrammed or personalized items.

Our products are handmade by artisans in Southeast Asia, San Francisco, Greece and Ecuador.

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, we are working towards being zero-waste by repurposing our scrap material into small keychains and pouches.

We are carried at Bloomingdales, 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 support@kayudesign.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.

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.

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. 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.    

If the item is still listed on our site, we will likely be restocking. Please email us at support@kayudesign.com 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 support@kayudesign.com and we are happy to see if we can direct you to another retailer.

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 support@kayudesign.com with the style name and quantity you are looking to purchase and we will email a discount code.

KAYU customer support is open Monday-Friday from 10AM to 5PM Pacific time. You can email us anytime at support@kayudesign.com, and we will get back to you within 3 business days. Kindly note, all of KAYU’s facilities, including customer support, are closed during national US holidays.