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Ana Copy of Shipping

1. SHIPPING COST & DELIVERY TIMES

We want to make shipping and returns as smooth as possible for you! Below, you’ll find everything you need to know about delivery times, tracking and returning or exchanging your items. If you have any questions, feel free to reach out to us at hello@kaiola.co we’re happy to help!

1. SHIPPING INFORMATION

Key Points to Know Before You Order:

  • Orders ship within 1-2 business days after the order is placed from Lisbon, Portugal.

  • Standard Shipping is via national postal services (CTT in Portugal, then transferred to your national carrier. E.g.  USPS for the US, Royal Mail in the UK, etc.).

  • Express Shipping is via FedEx for faster delivery but may not be available for remote areas.

  • Tracking provided for all orders. Please check your spam folder if you don’t see it.

  • Duties & taxes may apply at delivery, depending on your country, but are not typical

1.A. STANDARD SHIPPING

  • Orders are shipped via CTT (Portugal’s national postal service) and then handled by your national postal carrier (e.g., USPS, Australia Post, Deutsche Post, Royal Mail, Canada Post).

  • Tracking will be provided, but some national postal services do not offer full end-to-end tracking.

  • Shipping times vary depending on your location and customs processing.

  • If you need help with your shipment, please contact the shipping provider first using your tracking number. If you need further assistance, email us at hello@kaiola.co.

1.B. EXPRESS SHIPPING

  • Orders ship via FedEx typically the same or next business day.

  • Delivery times vary, especially for remote locations. If you're unsure whether your address is covered by FedEx, we recommend not choosing Express Shipping.

  • Tracking will be provided.

  • Duties & taxes may apply upon delivery.

1.C. FOREIGN TAXES AND DUTIES

Our prices do not include delivery duties. Customs and import duties vary by country and are the customer’s responsibility. We strongly recommend checking with your local customs office for any applicable charges before placing an order.

If a shipment is refused and returned to Kaiola, original shipping fees, handling costs, return charges, and customs duties are non-refundable.

For full details, please see our Terms & Conditions.

2. RETURNS & EXCHANGES

Key Points to Know Before Returning:

  • Return shipping is the customer’s responsibility, we do not cover return shipping costs.

  • You can return your item to Portugal or to the US (addresses below).

  • You have 30 days from receiving your order to return or exchange an item.

  • Items must be unworn, unwashed, undamaged and with original labels to qualify for a refund or exchange.

  • Sale items cannot be refunded.

  • Use the original packaging if possible, our envelopes are designed for reuse!

  • Clearly mark your package as “Return merchandise, no commercial value” to avoid unnecessary customs fees.

2.A. HOW TO RETURN OR EXCHANGE AN ITEM 

  1. Email us at hello@kaiola.co with your order number and reason for return/exchange. Wait for our confirmation before shipping.

  2. Ship your item back using your preferred carrier. Keep your tracking number, as we are not responsible for lost or damaged return shipments.

Return Addresses:

📦 Portugal
Kaiola
Ericeira Business Factory
Rua Prudêncio Franco da Trindade, 4
2655-344 Ericeira, Portugal

📦 United States
Kaiola / Nic Marshall
6613 Ocean Avenue N, Fl 2
Arverne, NY 11692

2.B. REFUNDS & EXCHANGES

  • Once we receive your return, we’ll check its condition and process your refund within 14 days (original shipping costs & customs fees are non-refundable).

  • If you requested an exchange, we’ll ship your replacement within 5 business days, provided we have stock.

  • If you haven’t received a refund after 14 days, please check with your bank before reaching out.

2.C. FAULTY OR INCORRECT ITEMS 

  • If we sent the wrong item or it arrived damaged, please contact us first at hello@kaiola.co before shipping it back. We’ll cover the return shipping in this case.

3. CONTACT US

Email: hello@kaiola.co
Customer Service Hours: Monday – Friday, 9:00 AM to 5:00 PM (GMT)

We’re here to help, just reach out if you need anything! 

 

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