faq

Questions? You're in the right place.

Browse our most frequently asked topics below. 

SHOPPING ONLINE


KAAI ships to the United States and Canada. Enter your address at checkout to confirm shipping availability.

For delivery to other destinations worldwide, please visit our EU shop to place your order.

Shipping times, fees and free shipping thresholds vary by delivery country. You can find all the details on our Shipping page.

Orders are delivered via DHL express home delivery. Other shipping options are not available at this moment.

It depends on where you live:

  • US: import duties are included in the price at checkout, there will be no surprise charges at the door.
  • Canada: orders may be subject to import duties and customs handling fees. These charges are determined by your local customs authority and must be paid to the carrier before or upon delivery.

For more information on the applicable import fees for your country, feel free to contact us or visit our Shipping page.

Once your order has been dispatched, you will receive an email with your tracking number. You can use this to follow your delivery every step of the way. Tracking information is typically sent on the first business day after your order is placed.

Yes, DHL offers you the chance to schedule your preferred delivery window on the DHL platform, ensuring your package arrives when it suits you best.

Please contact us at hello@kaaibags.com as soon as possible if you need to change your delivery address. We'll do our best to update it before your order is dispatched, but we cannot guarantee changes once the shipping process has begun.


If your package was not collected on time and has been returned to our warehouse, please contact us at hello@kaaibags.com so we can assist you. Please note that a return handling fee will apply for uncollected packages — the fee depends on your country. You can find the applicable fee on our Returns page.


Start by checking the tracking link in your shipping confirmation email for the latest status update. If the estimated delivery window has passed and your parcel still hasn't arrived, please contact us at hello@kaaibags.com with your order number and we'll investigate straight away. Every KAAI order is insured during transit, so we've got you covered.


We're sorry to hear that! Please contact us at hello@kaaibags.com as soon as possible with your order number and photos of both the damaged packaging and the product. We'll assess the situation and get back to you quickly with next steps.


To initiate a return, please email us at hello@kaaibags.com with your order number in the subject line and a brief reason for the return. We'll respond quickly with next steps and provide you with a return label.


Once we receive your return, please allow up to 10 business days for processing. Refunds are issued to your original payment method. You'll receive a confirmation email as soon as your return has been finalised.


Yes! If you'd like to exchange your item for a different color, size or style, please contact us at hello@kaaibags.com to start the process. We can either arrange a refund or issue a voucher so you can place a new order for the item of your choice.

Please note that the return fee applicable to your country will apply. You can find the applicable fee on our Returns page.

Return costs depend on your country:

  • US: a $ 100 processing fee applies, which will be deducted from your refund.
  • Canada: a $ 100 CAD processing fee applies, which will be deducted from your refund.


Please note that any import taxes or duties paid at delivery are non-refundable. For full details, visit our Returns page.

To be eligible for a return, your item must be sent back within 90 days of receipt in new, resalable condition with:

  • The security label still attached
  • The protective film on the feet of the bag intact
  • No scratches on the metal hardware
  • All original packaging included (box, dust bag, tags)
  • All accessories present (e.g. detachable straps)

Items that are worn, damaged, or missing their original packaging cannot be accepted. KAAI reserves the right to refuse returns that do not meet these conditions. If a return is refused, the item can be sent back to you at your own expense.

The following items are non-refundable:

  • Gift cards
  • Items purchased with a gift card
  • Sale items
  • Hand-painted items
  • Customised / personalised items


If your return does not meet our conditions (e.g. the security tag is missing, the item has been used, or original packaging is absent), we are unable to issue a refund. You can request to have the item sent back to you at your own expense. If you have any questions about why your return was refused, please reach out to us at hello@kaaibags.com.

We accept the following payment methods online:

  • Cards: Visa, MasterCard, Maestro and American Express
  • Digital wallets: PayPal, Apple Pay, Googlr Pay, UnionPay and Shop Pay

All payments are processed securely via the Shopify Payment service using SSL encryption.


At checkout, you'll find a field to enter your gift card or coupon code. Enter the code and click "Apply". If your code isn't working, please check the expiry date and applicable terms, or contact us at hello@kaaibags.com.


Please contact us at hello@kaaibags.com as soon as possible with your order number. We'll do our best to make changes before your order is dispatched. Once your order has been handed over tot the carrier, we are unfortunately unable to modify or cancel it. In that case, you're welcome to return the item once you've received it, in accordance with our return policy.

Gift cards can be redeemed at checkout. Enter your gift card code in the gift card or coupon code field and click "Apply", and the value will be deducted from your order total. If the order amount exceeds the gift card balance, you can pay the remaining amount with one of our accepted payment methods.

Please note that gift cards and items purchased with gift cards are non-refundable.


Your order confirmation email serves as proof of purchase. If you filled in your company details and VAT number in the relevant billing address field at checkout, we will automatically send you a formal invoice within 3 to 5 business days.

If you didn't fill in your company details at checkout and still need a VAT invoice, please contact us at hello@kaaibags.com with your order number and company details and we'll sort it out for you.


If you were redirected to a "Thank you" page after checkout, your order was successfully received. You'll also receive an order confirmation email at the address you provided. If you didn't receive a confirmation email, please check your spam folder or contact us at hello@kaaibags.com.

Your payment may be refused for one of the following reasons:

  • Your card has expired
  • You've reached your credit limit — contact your bank to check
  • You entered incorrect payment details — double-check all fields
  • Your card is not enabled for international transactions — contact your bank to activate this

If the issue persists, try a different payment method or reach out to us at hello@kaaibags.com.


Yes. KAAI uses SSL (Secure Socket Layer) encryption through the Shopify Payments service to ensure all payment data is fully protected. We never store your card details.


You can combine a gift card with another payment method if your gift card balance doesn't cover the full order amount. It is not currently possible to split a payment between two different cards.


No, you can check out as a guest without creating an account. However, creating an account lets you view your order history, track shipments, and save your delivery addresses for a faster checkout experience.


Log in to your account and go to your account settings to update your name, email address or password. For any issues, contact us at hello@kaaibags.com.


If you'd like to delete your KAAI account, please send a request to hello@kaaibags.com and we'll take care of it for you. Please note that deleting your account will permanently remove your order history and saved information.


On the login page, click "Forgot your password?" and enter your email address. You'll receive a link to reset your password within a few minutes. If you don't see the email, check your spam folder. If you're still having trouble, contact us at hello@kaaibags.com.


You can subscribe to our newsletter by entering your email address in the signup form at the bottom of our website, or by ticking the newsletter opt-in at checkout. As a subscriber, you'll be the first to hear about new collections, exclusive offers and upcoming events.


Click the "Unsubscribe" link at the bottom of any KAAI newsletter email. You can also manage your communication preferences in your account settings. Please allow a few days for the change to take effect.


If you're still receiving emails after that, please contact us at hello@kaaibags.com and we'll resolve it straight away.

PRODUCTS & COLLECTIONS

KAAI offers several bag sizes designed to fit laptops from 13 up to 16 inches. To find the best match for your device, consult our laptop size guide, where you can check compatibility by laptop model and brand.

Still unsure after checking the guide? Feel free to contact us, we're happy to help you find the right fit!

Both the Midi Pyramid and the Pyramid are part of the same family and share the same structured, work-ready design. The main difference is size:

  • The Pyramid is the largest bag in the range and fits laptops up to 15.6 inches (diagonal screen size) with a maximum horizontal width of 14.1 inches. It's ideal if you carry a lot: laptop, charger, notebooks, and extras, and want maximum organisation.
  • The Midi Pyramid is a more compact version that fits laptops up to 13.5 inches (diagonal screen size) with a maximum horizontal width of 12.8 inches. Perfect if you prefer a lighter bag that offers the same practical compartments.

Not yet sure which one is right for you? The talking sizes blog highlights all the differences.


All bags in the Work & Tote bags collection are designed with a dedicated padded laptop compartment.

Visit our laptop size guide to find the right bag for your specific device.


Laptop sizes like 13-inch, 15.6-inch or 16-inch refer to the diagonal screen size, not the physical dimensions of the device itself. This means a 14-inch laptop can sometimes fit in a 13-inch bag, or a 15-inch laptop may actually need a 16-inch slot depending on the brand and model.

What really matters are the real dimensions of your device: the width, height and depth of the laptop body. To find the right KAAI bag for your laptop:

  1. Measure your laptop: note the width, height and depth in inches.
  2. Check our size guide: visit our laptop size guide and search by brand and model to instantly check compatibility.


KAAI laptop bags feature a padded, dedicated laptop compartment that protects your device during daily use. A separate sleeve is not required, but you're welcome to use one if you prefer extra protection.

KAAI offers a dedicated collection of Work & Tote bags designed to carry tablets and laptops up to 16 inches. These bags provide structured organization combined with a timeless design that supports you from morning meetings to after-work plans.

Why would a KAAI work bag be THE ideal personal assistant in your work life? Our work bag is game-changing for 5 different reasons.


KAAI bags are made from high-quality Italian leathers, sourced exclusively from LWG-certified tanneries. We select each leather for its durability, beauty and long-lasting quality because a KAAI bag is designed to be carried for years, not seasons.


Discover more about each leather type on our leathers page.


The Leather Working Group (LWG) is an internationally recognised certification body that audits leather manufacturers on their environmental impact, traceability and social responsibility. By sourcing exclusively from LWG-certified tanneries, KAAI ensures that every piece of leather used in our bags meets the highest standards for ethical and sustainable production.

Yes, we're commitment to sustainability and durability. All leathers are used efficiently, minimising offcuts. Even our small accessories are made from cut-offs, ensuring that as little material as possible is wasted.

Our leathers meet strict CE 19071 2006 REACH standards, ensuring they are safe for you and kind to the environment.

Additionally, we go for cross-seasonal, timeless designs built to last, the opposite of fast fashion.


Yes. Our production facility values respect, integrity and fair wages for all artisans. We have a direct, long-standing relationship with our production partner and regularly visit the facility to maintain our quality and ethical standards. KAAI stands as a conscious alternative in a world of fast fashion.


KAAI bags are designed by the brand's two co-founders, Ine & Helga in Antwerp, Belgium. They are both personally involved in every step, from sourcing materials to finalising the designs.

Read more about our story here.


KAAI bags are designed to be cherished for a lifetime. Each bag is crafted from high-quality Italian leathers and reinforced with innovative technologies, giving it the strength to withstand daily use while retaining its beauty. Several customers have shared how their bags still look beautiful after more than 700 days of continuous wear, read their stories on our blog.


It depends on the leather type. Not every bag is automatically scratch- or water-resistant, but all leathers are pre-treated to enhance their durability. On our leather bag care guide, we provide a clear overview per leather type so you know exactly what to expect.

Several things set KAAI apart:

  • Italian leather from LWG-certified tanneries, selected by the founders personally.
  • Innovative protective coating on many styles so the bags are water, UV and scratch-resistant.
  • Reinforced structure and handles designed to carry the weight of a laptop and daily essentials.
  • Thoughtful organisation: multiple compartments, pockets and a dedicated laptop sleeve.
  • Timeless, seasonal-proof design that works from morning meetings to after-work plans.
  • Ethical production: fair wages, artisanal craftsmanship and responsible sourcing.

KAAI bags are timeless bags that make the life of women on-the-go a lot easier!

We’ve summed up 5 reasons why you should invest in one:
1. Because how you show up matters.
2. Because you like structure in your day and your bag.
3. Because your free moments are for fun, not for stress.
4. Because you shouldn’t have to choose between pretty and practical.
5. Because you shouldn't worry while you're traveling.


Don't just take our word for it: hear it from the women who carry KAAI every day. Browse the #KAAIWOMEN community for real stories and styling inspiration, or read what our customers have to say in their reviews.


A pre-order allows you to reserve a KAAI bag before it officially arrives in stock. You secure your piece ahead of the official release date, with the understanding that it will ship at a later date than a regular order. It's the perfect way to make sure you don't miss out on a new style or a limited edition.


Pre-order items are available on our webshop just like regular products. Simply add the item to your cart and proceed to checkout as usual. The product page will clearly indicate that the item is a pre-order, along with the expected delivery date.


Payment is due at the time of purchase, just like a regular order. You will be charged in full at checkout when placing your pre-order.


The expected delivery date is indicated on the product page at the time of pre-ordering. Once your order is ready to ship, you will receive a shipping notification by email with your tracking link.


Please contact us at hello@kaaibags.com as soon as possible with your order number if you'd like to change or cancel your pre-order. We'll do our best to accommodate your request before the item is dispatched.


Yes, pre-ordered items can be returned under the same conditions as regular orders: unused, within 90 days of receipt, with the security tag and protective film intact and all original packaging included. Visit our Returns page for full details.


Yes, you can add multiple pre-order items or a mix of pre-order and in-stock items to the same cart. Please note that if your order contains both in-stock and pre-order items or multiple pre-order items with different arrival dates, we may ship the items separately.

Every KAAI bag carries a 2-year legal warranty from the date of purchase. You can rely on this warranty if the product delivered does not match what was ordered, or if a defect was not detectable upon receipt. Within this period, repair costs are covered by KAAI. Please note that proof of purchase is required.

What's not covered: normal wear and tear, staining, accidental damage, exposure to chemicals or fluids, pet damage, or alterations made by anyone other than KAAI fall outside the warranty.

If you purchased your bag through one of our partnered retailers, please contact that retailer directly for any quality-related concerns as we are unable to process those warranty claims on their behalf.


Please contact us at hello@kaaibags.com with your order number and photos of the defect. We'll assess the situation and respond promptly with the next steps. If the issue falls within the 2-year warranty period and is covered by our warranty conditions, repair costs are on us.

Yes. Leather is a natural product and can vary in color and texture from piece to piece and across different seasons. These minor variations are a unique characteristic of genuine leather and are not considered a fault. They are not covered by the warranty.


Yes. Within the 2-year legal warranty period, repair costs are covered by KAAI for eligible defects. Outside of the warranty period, we are happy to advise you and help connect you with repair options. Please contact us at hello@kaaibags.com with your order number and a description of the issue.


Care instructions depend on the leather type of your bag. Visit our Product care page for detailed guidelines per leather finish.

Protection of your KAAI bag varies by leather type. Hereby a quick overview:

  • Plain leather: our plain leather items are pre-treated with an innovative coating such that they are water-resistant: just blot water and spills quickly with a dry cloth to avoid any staining.
  • Embossed leather: apply a transparent water-repellent spray every 3 to 4 months.
  • Soft nappa leather: treat with a water-repellent spray 24h before first use and maintain regularly.
  • Suede leather: refresh the water-repellent finish every 6 to 9 months with a suede protector spray. However, try to keep suede away from rain where possible as it is a naturally more delicate material that requires a little more care than smooth leather.

Visit the Product care guide for all care details.

Stain removal depends on the leather type. Refer to the care guidelines for your specific leather on our Product care page.

As a general rule: act quickly, the sooner you treat a stain, the better the result. Gently blot (don't rub) with a clean, dry cloth or blotting paper. Avoid alcohol, chemical solvents or household cleaners as these can permanently damage the leather's finish. If unsure, contact us at hello@kaaibags.com before attempting to clean it.

  • Use the dustbag provided to protect against dust and light.
  • Store it upright and lightly filled to preserve its structure.
  • Let it breathe: avoid sealed plastic bags or airtight containers.
  • Keep it in a cool, dry place away from direct sunlight and heat sources.
  • Don't stack bags as prolonged pressure can deform the structure.

KAAI offers a personalization service that allows you to have your initials embossed onto your accessory of choice. The service is available during specific promotional periods throughout the year.

Keep an eye on our newsletter and socials to find out when the next personalization period is coming up.


No. Personalised items are non-refundable and cannot be returned or exchanged. Please double-check your personalisation text carefully before confirming, as we are unable to make changes once the embossing process has begun.

No, it is available during specific promotional periods. Keep an eye on our newsletter and socials to find out when the next personalization period is coming up.


A personalized KAAI item makes for a truly unique and thoughtful gift. You can have the recipient's initials embossed. Just keep in mind that personalized items cannot be returned or exchanged, so make sure to choose the right style. For gifting inspiration, reach out to us at hello@kaaibags.com.


If a style you love is currently out of stock, it may come back as a pre-order once new stock is confirmed. Keep an eye on the product page and subscribe to our newsletter to be the first to know when it's available again.

Find the store or reseller closest to you on our Stores page.

MORE FROM KAAI

We're here to help! You can reach our customer care team in the following ways:

  • Email: hello@kaaibags.com
  • Live chat: find the chat bubble at the bottom of your screen. Outside business hours, we’ll reply as soon as possible.

Our team is based in Antwerp, Belgium (CET), so response times may vary depending on your time zone. We aim to get back to you within 24 hours (Monday to Friday).


Yes! KAAI hosts biannual sample sales where you can purchase KAAI samples, showroom models or bags with minor imperfections at a reduced price. Sample sales sell out very quickly, so make sure you're subscribed to our newsletter to get notified as soon as the next one is announced.

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