Shipping & returns
At KAAI, we are committed to providing our valued customers with a seamless and enjoyable shopping experience. Please take a moment to review our shipping and returns policy to better understand our terms and conditions.
Shipping
Our products are safely shipped globally from Belgium. We use DHL Express delivery service to ship all US & Canadian orders. The delivery time is 2-5 working days (9am-6pm, Mon-Fri)
US/CA: FREE shipping on orders over $ 125
We are pleased to offer FREE standard shipping on all handbag orders within the United States & Canada. This means you can enjoy your handbag purchase without any additional shipping charges.
For orders with a subtotal under $125, a flat shipping fee of $50 will be applied at checkout. This fee helps us offset the cost of processing and shipping for lower-value orders.
US customers will not have any import duties, ensuring a hassle-free experience.
Canadian customers will be asked to pay import duties on their order once the parcel has reached the local customs service. This is between 5-8% of your purchase amount, depending on the state you live in. Ontario region for example charges higher import duties (approximately 13%).
Information
We ship all orders via DHL Express, a reliable and trackable shipping service. You will receive a tracking number once your order has been dispatched and will be updated through e-mail. DHL also offers you the chance to schedule your preferred delivery window on the DHL platform, ensuring your package arrives when it suits you best.
The estimated delivery time for standard shipping is typically 2-5 business days, depending on your location.
You may be contacted by DHL Express with a request for additional information in order to comply with local customs laws and requirements. Please provide them with the required information to ensure they are able to clear your order from customs.
KAAI insures each purchase during the time it is in transit until delivery. A signature is required for all goods delivered, at which time responsibility for your purchased goods passes on to you. If you have specified a recipient other than yourself (e.g. gifts), you accept their signature as evidence of delivery and transfer all liability over to them.
KAAI is not responsible for lost items once a package has been delivered and signed off.
Returns & exchanges
Return policy
Enjoy quick and easy returns within 90 days of purchase.
While we strive to ensure your complete satisfaction with your purchase, we understand that returns may be necessary in some cases.
We accept returns of full price items within 90 days of the delivery date for eligible items. To be eligible for a return, the item must be in its original condition, unused, and with all original tags and packaging.
All items must be returned in perfect new-like resalable condition, unused, and with the original package (including boxes and dust bags) with tags and protective film still attached on the hardware (metal hardware may not show any scratches). We are unable to offer an exchange or refund on items that are worn, damaged, not in their original packaging or missing any packaging.
KAAI reserves the right to refuse any return that does not meet our requirements. If your return is not accepted, it can be sent back to you at your own expense and no refund will be issued.
Your refund will be credited to the same form of payment used to make the purchase. Returns postmarked outside of the 90 day policy are ineligible for a refund but can be processed for an online store credit.
If you made a purchase through a partnered retail location, any return will need to made in accordance with the return/cancellation policy of the retailer and cannot be returned directly to us.
Please note that the following items are non-refundable:
- gift cards;
- sale items;
- hand-painted items;
- custom items;
- Sample Sale items.
$50 fee for returns
Our work bags are packaged in large boxes to protect the bags and make sure they maintain their shape and will not get damaged during the shipment. This unfortunately makes the shipping more expensive. Therefore the customer will be charged $ 50 for return fee. The amount will be deducted from your refund. Please note that duties and fees cannot be refunded.
Please allow up to 10 business days from the time your return was delivered to us to process your refund.
How do I initiate a return?
To initiate a return or to exchange your KAAI bag, please write us an e-mail at hello@kaai.eu , mentioning your Order # in the subject line and reason for return. We’ll respond promptly with next steps to manage your return and will provide a label to return your bag.
Exchanges
If you would like to change the color, size or style you have ordered, please contact us at hello@kaai.eu to start the exchange process. KAAI can either arrange for a refund or voucher to allow you to place a new online order of the bag of your choice. Please note that the $ 50 return fee will be deducted from your refund.
