FAQS
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My Order
PLACING AN ORDER
To shop with us, simply add the items you love to your cart while exploring our collection. When you're ready to complete your purchase, head to your cart and click "checkout". Follow the prompts to enter your shipping details and choose your payment method. We aim to ship your order within 4-7 business days. If you have any questions during the process, our customer support team is always here to help!
CAN I UPDATE MY ORDER?
Since we prioritize getting your order ready for shipping as quickly as possible, we may not be able to accommodate requests to modify or cancel orders after they have been placed. However, if your order hasn't been processed yet, please reach out to us at support@kaiaandco.com with your order number and any change in details. Please remember that modifications cannot be made once your order has been processed.
CAN I CANCEL MY ORDER?
While we strive to ship orders promptly, we understand that sometimes plans change. If your order hasn't been processed yet, we can provide a full refund upon request. Please email us at support@kaiaandco.com with your order number, and we'll assist you! If your order has already been processed, we are unable to issue a refund.
WHAT IS MY ORDER STATUS?
Once you place an order, you will receive a confirmation email within 15 minutes. After your order has been dispatched, you will get a shipping confirmation email. Please allow 3-5 business days for processing. Keep in mind that weekends and holidays do not count as business days. If you don't receive your confirmation email, please reach out to our support team to ensure your email address is correct.
WHERE CAN I FIND MY ORDER NUMBER?
If you have an account with us, log in and navigate to "My Orders" in the drop-down menu under your name. You'll find your order number there! If you haven't created an account yet, you can easily do so using the same email you used for your order. An order confirmation email with your order number will also be sent to the email address you provided during checkout, so be sure to check your inbox, including your spam or junk folder.
HOW CAN I TRACK MY ORDER?
If you have an account: Log into your Kaia & Co. account anytime to check your order status under "My Orders". Once your order is packaged and on its way, you will receive a tracking number via email, which allows you to follow its journey to you. If you don't have an account: No worries! You can create an account with the same email address used for your order, and your order will appear under "My Orders". Tracking numbers are sent automatically once your order is packaged. After the courier picks up your package and scans it, you can use the tracking number to monitor your order's status. If your order is shipped on a weekend, the tracking details will be updated on the next business day.
CAN I REFUSE MY SHIPMENT?
If you decide to refuse your delivery, please be aware that you will be responsible for the return shipping fees charged to Kaia & Co. This cost may vary depending on your location. To update your shipping address, please contact us at support@kaiaandco.com before your order has been dispatched.