Shipping policy

Shipping Policy

International Shipping Notice

All applicable customs duties, taxes, and import charges for eligible destinations are paid in advance before your parcel is shipped. As a result, customers should not be required to pay additional customs fees, duties, or taxes to receive their parcel upon delivery.

This prepaid customs and duties policy applies to orders placed after June 1, 2026. Orders placed before this date remain subject to the shipping, customs, and import policies that were in effect at the time the order was placed.

However, all international shipments remain subject to inspection by your local customs authority. Customs inspections, clearance procedures, and any resulting delays are outside of Kaiyaa Cosmetics' control.

We recommend customers review their local import regulations before purchasing. While duties and taxes are prepaid where applicable, customs authorities may still inspect shipments in accordance with local laws and regulations.

Countries We Currently Ship To

At this time, we ship only to:

• Australia
• Canada
• New Zealand
• Netherlands
• United Kingdom
• United States

We are actively working to expand our shipping network and hope to offer delivery to additional countries in the future.

Please double-check your shipping address before placing your order. Once your order is placed, we are unable to make any changes to names, addresses or shade colors due to our courier system integration. Incorrect details may delay your delivery or cause your package to be returned.

Customers are responsible for providing accurate and complete shipping information at the time of purchase. All sales are final, and orders cannot be modified, canceled, or refunded once they have been processed. Due to our automated courier integration, orders may be prepared for shipment immediately after processing; therefore, we are unable to make changes to shipping addresses after an order is placed. We are not liable for delivery issues resulting from incorrect or incomplete address details provided by the customer, regardless of whether the order has already shipped or is still in preparation.

If an order is returned due to an incorrect address, a new shipping fee will be required to resend it as undelivered/ returned parcels are non refundable 

If the parcel is not returned to us , is seized, destroyed, or lost due to customs non-compliance, Kaiyaa Cosmetics is not liable, and no replacements or refunds will be issued.

Processing Time:

  • All orders require 1–3 business days for processing before being shipped.
  • Processing time does not include weekends or public holidays.

Holiday Order Processing & Shipping Notice

During the holiday season (including but not limited to December 15 – January 10th), order processing and shipping times may be longer than usual due to increased order volume, custom product preparation, and carrier delays.

All orders placed during this period are processed in the order they are received. Please allow extended processing timebefore shipment, especially for custom or made-to-order items.

Once your order has been shipped and a tracking number has been provided, we are not responsible for shipping delays caused by postal carriers, weather conditions, holidays, or unforeseen circumstances.

Shipping carriers may experience delays beyond estimated delivery dates during peak seasons. These delays are outside of our control, and delivery dates are not guaranteed.

🎁 Christmas & New Years Delivery Disclaimer

To avoid disappointment, we do not guarantee delivery by Christmas / New years for any orders placed during the holiday season unless explicitly stated.

We strongly encourage customers to place orders early. Orders placed closer to Christmas/New Years may arrive after the holiday.

Refunds will not be issued for shipping delays once an order has been shipped.

Shipping Days:

  • We ship orders Monday to Friday only.
  • No shipments are sent out on Saturday or Sunday.
  • Any orders placed after 1:00 PM will begin processing the next business day.

Dispatch vs. Shipping Time:

  • UK and International Shipping time (1–3 days) / shown at checkout begins after the order has been processed and dispatched from our warehouse. 
  • Once dispatched, you will receive a tracking number so you can follow your parcel’s journey.

Example:

If you place an order on Friday after 1 PM, processing begins on Monday, and your package will ship once processing is complete.

Shipping Methods & Timeframes:

All orders require 1–3 business days for processing before shipment.
Delivery: 6–12 business days after dispatch.
Orders ship from our warehouse in Asia

Shipping timeframes are calculated at checkout based on your location, shipping method, order value, and/or parcel size.

The estimated shipping days shown at checkout apply only after your order has been processed and dispatched from our warehouse.

Once your order has been shipped, you will receive a dispatch confirmation email with your tracking number. From the date of dispatch, you can calculate the estimated delivery timeframe shown at checkout.

Example:
If you place an order today, please allow 1–3 business days for processing and dispatch. Once you receive your dispatch confirmation and tracking number, the shipping timeframe shown at checkout begins from that date.

UK Orders:
We always aim for next-day delivery, though this is not guaranteed.

Weekend Shipping (UK):
Orders placed on weekends will ship the following week. 

European Orders :
Delivery is not guaranteed, and some delays are possible.

All European and international shipments may be subject to import , custom duties and taxes, which vary by country and value.

USA Orders:

Customs duties, taxes, tariffs, and handling fees are not included in shipping costs and may be charged upon arrival by your local customs authority.

Delivery timeframes vary depending on the shipping destination and courier service selected. Estimated shipping timeframes are shown at checkout after processing and dispatch.

International & Rest of the World:
Estimated delivery: 5–7 business days. Delivery is not guaranteed, and some delays may occur.
All international shipments (outside the USA) may be subject to import duties and taxes, which vary by country and value.

Pre-Orders:
All pre-orders will be shipped between the dates listed on the product page.
If your order contains both in-stock and pre-order items, the entire order will be shipped once the pre-order item becomes available.

International Shipping, Customs, and Returned Parcel Policy

By placing an order with our store, you acknowledge and agree to the following terms regarding international shipping, customs responsibilities, and parcels returned due to refusal or non-compliance.
  • All sales are final. By completing a purchase, customers confirm their agreement to our Terms & Conditions, including our Shipping, Customs & Duties, and Refund policies.
  • Customers are responsible for reviewing and complying with all applicable policies prior to checkout.
  • Orders placed with our store indicate acceptance of these policies, and no exceptions will be made for non-compliance.
  • We are not responsible for fees, refusals, or returns resulting from customs regulations or failure to comply with our stated policies.
1. Customs Fees & Import Duties

For eligible destinations, customs duties, import taxes, tariffs, and applicable import charges are paid in advance before shipment. Customers should not be required to pay additional customs duties or taxes to receive their parcel upon delivery.

However, all international shipments remain subject to inspection and clearance procedures by local customs authorities. Customs inspections, processing times, and any resulting delays are outside of our control.

If a shipment is delayed, held, returned, seized, or otherwise affected by customs due to local regulations, import restrictions, missing documentation requested by customs, or other actions taken by customs authorities, Kaiyaa Cosmetics is not responsible for any resulting delays, costs, or delivery issues.

If a customer refuses to pay customs fees, tariffs, or any applicable import charges, or declines to accept the shipment, the parcel may be held, returned, destroyed, or abandoned by customs authorities.

2. Returned Parcels Due to Refusal or Non-Compliance
If a parcel is returned to us because the customer:
• Refused to pay customs fees
• Failed to collect the parcel
• Declined or refused delivery
• Provided incorrect information required by customs
• Did not comply with customs regulations

No refund will be issued.
Because the shipping cost has already been paid and is non-recoverable, the customer is responsible for the loss associated with the refusal.

3. Reshipping Returned Parcels
If you would like your returned parcel to be resent, a new shipping fee must be paid before reshipment.
We cannot cover reshipping costs for parcels that were refused or returned due to customer actions or customs non-compliance.

4. No Liability for Customs Delays or Actions
We are not responsible for any delays, returns, costs, or actions taken by customs in the destination country.
Once the order leaves our facility, customs decisions are out of our control.

5. Non-Returnable & Hygiene-Sensitive Products
Due to the nature of cosmetic products, all items are non-returnable and non-refundable, even if returned by customs. This ensures the safety and hygiene of all customers.

By completing your purchase, you confirm that you have read and understood this policy and agree to all terms stated above.

 

Returned Parcels (Due to Incomplete or Incorrect Shipping Information, returned for any other reason):
You will be invoiced for additional shipping, customs duties and handling fees to have your item resent. An invoice will be sent from support@kaiyaacosmetics.com.
Orders will not be resent until this payment is received.

All sales are final and non refundable , shipping fees still apply to receive your returned item.

If you would like the order to be resent, a new shipping fee must be paid.

To avoid delays or issues at customs, we strongly recommend that international customers:

- Ensure that all local import regulations are followed.

- Respond promptly if contacted by their local customs office.

  • Monitor their tracking updates and follow any required customs procedures

Damaged or Defective Product Policy

At Kaiyaa Cosmetics, we take great care to ensure all products are securely packaged, sealed, and shipped in perfect condition. To protect both our customers and our business, the following policy applies to all orders:

Reporting Timeframe

If a customer receives a product that is damaged, defective, unsealed, or not as described, they must notify us within 24 hours of the delivery timestamp shown on their tracking information.

Reports submitted after 24 hours cannot be investigated or validated and will not qualify for replacement

Required Proof

Customers must provide clear photographic and/or video evidence of the issue within the same 24-hour period. Required images include:

  • A photo of the damaged or defective area
  • A photo of the product in its original packaging
  • A photo of the shipping box or mailer
  • A photo showing the seal if it is claimed to be broken
  • Any additional optional videos demonstrating the issue

Failure to provide the required photos within 24 hours will result in the claim being rejected.

How to Submit a Damage or Defect Claim

All claims must be submitted to:

📧 support@kaiyaacosmetics.com

Please include:

  • Full name
  • Order number
  • Photos/videos listed above
  • Description of the issue

A replacement may be issued only after:

  • The required evidence has been submitted within 24 hours
  • The claim has been reviewed and approved
  • The product is confirmed to be damaged or defective

We do not offer refunds for dissatisfaction or personal preference.

If approved, customers may be required to return the defective item before a replacement is shipped.

No Report = Product Accepted as Delivered

If a customer does not report any issue within 24 hours with the required evidence, the order is considered:

✔ delivered in good condition

✔ accepted by the customer

✔ non-refundable and non-replaceable

Chargeback Protection

By completing a purchase, the customer acknowledges and agrees to this policy. Failure to follow the above reporting process voids any claim for a chargeback related to damage, defect, or product dissatisfaction.