FAQ

General

What payment method can I use?

We offer the following payment methods: Visa, MasterCard, Maestro, American Express, CB, Bancontact, Ideal, Sofort .

We also accept bank transfer (SEPA) within the EU/EEA.  If you prefer to pay by bank transfer and are not living in the EU, please contact us personally on hello@kaai.eu.

Kaai uses secure socket layers (SSL), by using Mollie payment service, which secures communications by encrypting all data to and from the site.

Was my order successful?

If you were directed to the “Thank You” page after submitting your order, it was successfully received. Once payment is processed, you will receive an order confirmation to the email you provided at checkout.
Tracking information is sent the first business day after the order was placed.

What is pre-order?

We offer pre-order as a way to reserve a bag in advance of our upcoming product delivery, with the understanding that it will ship at a later date than when you purchase. Payment is due at the time of purchase, and you will receive a shipping notification once the order is on its way to you or you can pick it up at our Studio-Store in Antwerp.

What is the referral program?

When you want to join our referral program, please contact us at hello@kaai.eu to request a personal code. You can share this code with your friends, colleagues , family. For every friend that creates an account at Kaai and makes a purchase, you get a €50 credit towards your next purchase. 

Why might my credit card be refused?

Your credit card might be refused for any of the following reasons:
• The card may have expired.
• You may have reached your credit limit. Contact your bank to check you have not exceeded the authorized purchase limit.
• You may have entered some information incorrectly. Check you have entered all the required fields correctly.

I just finished my order. Can I change my order?

Please contact our Customer Service at Hello@kaai.eu as soon as possible in order for us to change or cancel your order.

How can I get in touch?

Please check our contact us page  for general requests or visit our Terms & Conditions page  for all warranty, webshop & return requests. The estimated time of response is 24 business hours. 

Delivery and returns

How much is  the shipping cost? all shipping within EU are free of costs

KAAI offers free shipping on all orders within EU.

Kaai ships currently within the European Union (incl. UK).

If you are from outside Europe and willing to order a product from our webshop, please contact us at hello@kaai.eu, we will find a personal solution for you to ship the order to your home address.

All prices are listed in EURO incl. Belgian VAT.

What is the estimated time of delivery?

Kaai will process every order as quick as possible to deliver your products within five (5) business days after the order confirmation. Mostly we will ship within 2 days. However, this delivery period is indicative and we cannot give guarantees in this respect.

Do you ship to my country?

Kaai ships currently within the European Union (incl. UK).

If you are from outside Europe and willing to order a product from our webshop, please contact us at hello@kaai.eu, we will find a personal solution for you to ship the order to your home address.

How do I return my order?

We accept free returns of unused products within 30 calendar days of delivery provided that the security label is still attached, the protective film on the feet of the bag is still attached and the product is unused. If we receive a return and it has been used or damaged, or if the security tag and/or protective film on the feet is not attached, we cannot accept your return. You can request to have it shipped back at your expense.Your refund will be credited to the same form of payment used to make the purchase. Returns postmarked outside of the 30 day policy are ineligible for a refund but will automatically be processed for an online store credit. Returns from Europe are free of charge. Returns from other locations will be charged the return shipping cost, and the customer will be refunded for the merchandise. Please note that duties and fees will not be returned. HOW DO I MAKE A RETURN? We’re sorry it is not automatically processed. To begin a return or exchange, please email hello@kaai.eu with your Order # in the Subject line and reason for return. We’ll respond promptly with next steps to manage your return.   Gift cards are non refundable.  

Can I collect my order instead of having it delivered?

You can also choose to pick-up your package at our studio-store in Antwerp. (please click on the "pickup at store" button when adding your product in your cart). This service is free  whatever the amount you order. Your order will be ready within 24hours after payment has been received. An email will be send to you when it is ready.  The studio-store is open from Wednesday-Saturday 11.00am-18.00pm.  

Warranty

Every consumer has a legal warranty period of two (2) years. The consumer may rely on this legal warranty if the products delivered do not match the requested or ordered product(non-conformity), in so far as the consumer could not establish this non-conformity upon receipt of the product. Regarding colors and materials we would like to point out that our leather is a natural product and therefore can vary in color and structure from product to product and from collection to collection. These minor variations should be viewed as a unique characteristic and not as a fault. Although most leathers are treated with a water repellant and anti-scratch surface (cfr. description of the product on the website), they are not water resistant.