F A Q
FREQUENTLY ASKED QUESTIONS :
My order still has not arrived after the estimated delivery time. What should I do?
Please allow up to 3 working days for delivery to the UK or Ireland, for everywhere else in the world allow up to 6-12 working days. We recommend you contact our customer service at support@kaiyajewellery.com if you have not received your order during this time.
How long is the delivery process?
Our standard delivery option to the UK usually takes 2-3 working days (from the order being placed), but can take up to 5 working days during busy / holiday times. If your order has not arrived within 5 working days, please get in touch with us by emailing your order details.
Can I modify or cancel my order?
Unfortunately, we're unable to make any changes once your order has been placed, as we want to make sure you received your order immediately. You’ll need to place another new order.
What should I do If received a wrong order / incorrect items?
Please accept our apologies, If you have received an item that doesn’t match your order confirmation, please contact us at support@kaiyajewellery.com. Our customer service team will try to get this fixed for you as soon as possible.
Why was my order canceled?
We're really sorry if you've placed an order and received a cancellation email from us. This will usually be because the stock was unavailable in the warehouse when we processed your order. You'll get a cancellation email and a refund via the original payment method used. The refund may take up to 7 days - this is the banking process and not something we can speed up.
My purchase is faulty, what should I do?
We're really sorry that one of our items is faulty, please contact us at support@kaiyajewellery.com, Our member of the team will going to look into this and fix it for you as quickly as possible.
Do you accept returns?
We are happy to accept any returned items in original packaging with enclosed documentation. Any return must be sent back to us within 14 days of receipt.
We cannot accept returns of earrings, (unless faulty), due to hygiene reasons.
Do you offer free returns?
Sorry, unfortunately, we are unable to offer free returns at this time.
When can I expect my refund?
It can usually take up to 10-20 days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to us. Due to COVID-19, it might take a few days longer for your parcel to be delivered back to our warehouse, processed, and refunded.
Do you offer exchanges?
Unfortunately, we are unable to offer exchanges. You can return your item to us and place a new order to receive the item of your choice. The original purchase will be refunded within 30 days.
What is your sale items return policy?
We do not offer full refunds on sale items and will only refund sale items by store credit.
What happens with late returns?
Sorry, we are unable to accept any item returns after the 14 days of your receipt, and the item may be returned to you.
What should I do if I have ordered to the wrong delivery address?
If you have placed an order but have entered an incorrect delivery address, please contact us at support@kaiyajewellery.com, and we will do our best to catch it in time.
I didn’t receive the order confirmation.
Please check your junk/spam mail. If there’s still no email of your order confirmation, please contact support@kaiyajewellery.com. We will check this for you, and alternatively, you can see your recent orders in the ‘My Orders’ section of your Kaiya website > My Account.
For any other queries, please contact support@kaiyajewellery.com