Häufig gestellte Fragen
Fragen zu Schmuckgrößen, Größen für Kleidung und Handschuhe, Versand, Rücksendungen, Unsere Marke Oder ein Produkt? Erreichen Sie uns unter contact@kayamovement.com oder über unsere Kontaktseite.
SHIPPING & ORDERS
How do I track my order?
Once your order has been shipped, you'll receive an email with a tracking number and a link to the website where you can track your parcel's movements.
We can't be held responsible if there are delays in transit or at customs. However, we will try our best to assist you along the way. If you're concerned about your order, reach out to us.
What's your Shipping Policy?
Jewelry orders are dispatched within 48 hours with tracking. Leather and clothing orders are dispatched within 72 hours with tracking, unless a different lead time is stated on the product page. Carrier and shipping charges depend on your destination and order value. Free shipping is available for eligible orders. See our Shipping Policy for delivery estimates and country conditions; the final shipping charge is shown at checkout.
In the case of Import Duties, Taxes, and Surcharges, these are NOT included in the item price or shipping charges. These charges are the buyer's responsibility.
If a package is returned to us marked REFUSED or UNDELIVERABLE, we will refund the order, less the original postage. It is your responsibility to provide the correct address.
It rarely happens but we will refund packages that are lost in the mail after 90 days and confirmation from the post office that the packet is actually lost. Before that, we don't consider a package as lost (yet).
Estimated shipping times
We'll do our best to meet these shipping estimates but cannot guarantee them as some factors may be dependent on shipping agencies and customs.
Jewelry Orders
France: 1-2 business days
North America: 5-8 business daysEurope: 3-5 business days
Asia Pacific, Australia, and New Zealand: 5-12 business days
Leather & Clothing Orders
France: 3-7 business days
North America: 3-7 business days
Europe: 3-7 business days
Asia Pacific, Australia, and New Zealand: 3-5 business days
Customs and Import
Buyers are responsible for any customs and import taxes that may apply. We cannot be responsible for any delays caused by destination customs clearance processes, local duties and taxes, and items that are lost in transit.
As the recipient, you are liable for any subsequent costs incurred for parcels returned to us due to attempted deliveries, insufficient/incorrect delivery information, or failure to retrieve parcels from delivery centers. If you have any questions regarding your parcel, feel free to contact us and we'll do our best to assist.
How long do you take to process an order?
Jewelry orders are dispatched within 48 hours with tracking. Leather and clothing orders are dispatched within 72 hours with tracking, unless a different lead time is stated on the product page. Carrier and shipping charges depend on your destination. See our Shipping Policy for delivery estimates and country conditions.
Can I cancel or change an order?
To change or cancel your order, please contact us within 24 hours after the payment is confirmed. We do not accept changes or cancellations once the order has been shipped. You can change the item or details like shipping address, contact number, etc.
RETURNS & EXCHANGES
What's your Returns Policy?
Contact us within 14 days of receiving your order. After approval, send the item back within 7 days of the approval date, using a tracked service. Keep your proof of purchase and tracking number.
Return the item in its original condition and packaging. Buyers pay return shipping unless the item received differs from the item ordered. Any loss in value may be deducted if the item is not returned in its original condition.
Allow up to 7 days after we receive the item for processing. Refunds are issued to the original payment method. For an approved exchange, we will arrange the replacement.
Contact us immediately if an item is damaged, defective or incorrect. Custom or personalised orders, sale items and gift cards cannot be returned.
How do I return an order?
Contact us within 14 days of receiving your order. After approval, send the item back within 7 days of the approval date, using a tracked service. Keep your proof of purchase and tracking number.
Return the item in its original condition and packaging. Buyers pay return shipping unless the item received differs from the item ordered. Any loss in value may be deducted if the item is not returned in its original condition.
Allow up to 7 days after we receive the item for processing. Refunds are issued to the original payment method. For an approved exchange, we will arrange the replacement.
Contact us immediately if an item is damaged, defective or incorrect. Custom or personalised orders, sale items and gift cards cannot be returned.
What's non-returnable?
1. Custom or personalised orders
2. Items on sale
3. Gift cards
4. Any item that has been modified, altered or changed in any way other than its original form is not eligible for returns or exchanges.
5. Items not in their original packaging.
6. Items returned without a proof of purchase and postal tracking number.
7. Items purchased from our stockists must be returned to the original place of purchase.
How do I use my Store Credit?
Once an agreed return has been received, allow up to 7 days for processing. If store credit has been agreed, you will receive a gift card for the returned items’ value. You can use it at Kaya Movement; any remaining balance is available for future purchases. Contact us to check your balance.