FAQS

What are the payment methods available?
Kaya& currently offers 2 kinds of Payment Methods as shown below :-
1. Credit /Debit Card via Stripe (Visa / Mastercard / American Express/JCB). There will be a transaction fee of 3% for card transactions. This transaction charge will be reflected when you checkout.

2. Online Bank Transfer is an option for transactions made within Malaysia only. Once payment is made, kindly email to us a copy of your transfer receipt. Alternativley, you can email the following details to us:
1) Bank Name
2) Transfer Date & Time
3) Banking Reference No
4) Total amount paid

 

Email: customercare@kayaand.com                                                              

Note: Your purchased products will not be delivered until we have this confirmation.

 

When will my package arrive?
Please allow 3 working days for us to despatch your order once we have received your confirmation of payment.

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Once dispatched, delivery within Malaysia will take 2-3 workings days while for international orders, depending on your location. please allow up to 7 working days. Once your package is shipped, you will receive a tracking order via the email address that you provided at checkout.

While we endeavour to get your package swiftly to you, occasional delays may happen due to festive periods, public holidays, civil unrest, any unforeseen circumstance, or while transit at customs at country of destination. We do appreciate your patience and understanding, while we work to get your package delivered to you at the soonest possible time.

 

Where do you ship?
Currently, we deliver to the following countries:

Peninsular Malaysia, East Malaysia (Borneo), Labuan, Austria, Australia, Belgium, Brunei, Canada, Croatia, Denmark, Dubai, Finland, France, Germany, Hong Kong, Hungary, Ireland, Indonesia, Japan, Korea, Netherlands, Norway, Philippines, Portugal, Qatar, Singapore, Spain, Sweden, Switzerland, Thailand, Taiwan, USA, UAE.

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If your country in not on the list, please drop us an email  at customercare@kayaand.com and we will try our best to arrange shipment to your location.

 

How much is the shipping cost?
Shipping rates are based on weight and location, and are calculated at checkout. You will get to see your shipping cost estimate when you select your country and fill in the required details, before checking out. The actual shipping fee will be reflected in your cart at checkout. 

 

Surcharges for international shipping

Remote area delivery: Please note that there will be a surcharge for deliveries to remote areas (islands included), regardless of whether your country is listed here or not. You will be informed of this extra charge when you have placed your order with us. The cost of this will be advised by our shipping partner once we have your address. As such, please ensure that your address is accurate and complete. Inaccurate or incomplete information will affect the time we take to process your order.

 

Fuel surcharge: As fuel prices fluctuate, the surcharge will be updated on a monthly basis depending on market value. 

 

Emergency Situation Surcharge: COVID-19 has had significant impacts on the global aviation industry, and global supply chains. In order for our courier partner to maintain a reliable and high quality delivery service for you, DHL Express introduced a temporary Emergency Situation Surcharge (ESS) in 2020. DHL teams have been adapting and adjusting the operations of their global network to align with new developments, regulatory requirements and constant changes in capacity and demand. Please note that the Emergency Situation Surcharge is a temporary charge, that allows for the coverage of part of the operating cost increase and the necessary air network adjustments. 

 

Will I have to pay for duties and/or tax when my package arrives?
The prices of our products are without tax. If your country charges any duties and/or taxes for imported goods, our courier partner will inform you on the amount to be paid. It is the customer's responsibility to pay any outstanding amount before the package can be released to you. Please contact your local customs office to get more information regarding taxes and duties of the country your are residing in.

 

What is your return, refund and cancellation policies?

Returns & exchanges: Not applicable for items that are free size, including accessories and any sale/discounted items. Exceptions will be given if there are manufacturing defects to non-sale/discounted items only. In this case, we will make the exchange with a similar product or any item of your choice, amounting to the same value as the item to be exchanged. 

 

Normal priced items that come with sizes, are applicable for exchange but not refundable. The exchange can be made for a similar item or any item of your choice, amounting to the same value as the item to be exchanged.

 

In the case of an exchange, should the cost of the exchanged item be less than the returned item, Kaya& will not refund the balance. However, should the cost of the exchanged item be more than the returned item, the customer will have to top up on the balance. No refunds will be given.

 

Before you return your item/s: 

• Do get in touch with us at: customercare@kayaand.com to request for a return/exchange. 

• Do not return your item/s without first informing us so that we can advise you on the return address and to avoid any miscommunication.

• Do not remove any labels or tags from your item until you are sure that you want to keep it. Any soiled, damaged, washed, used items and items without their original tags and labels will not be accepted for any returns or exchanges. The item/s will be sent back to you and will be charged for the shipping fees including any duties/taxes that may arise at customs.

• Should you receive a defective/damaged item, please contact us within 24hrs of receiving your package. 

• Kaya& has the sole discretion to determine whether the said item is valid for a return/exchange.

 

Delivery fees: For any item/s that will be sent back to us for exchange, the shipping fees will be borne by the customer for both ways, including any duties/taxes that may arise at customs. However, please do get in touch with us first, so that we can recommend the right solutions on a case to case basis.

 

We do not accept cancellations and/or refunds once payment is done.

Please be sure of your purchase (read and check the information of the item/s carefully) before making payment. 

 

What currencies can I purchase in?   
Our prices are reflected mainly in Malaysian Ringgit (MYR) and auto converted to US dollars and Euro, based on current exchange rates. You can select the currency of your choice at the main (top) header in our webpage.

 

Still have questions?
Drop us an email at customercare@kayaand.com if you have any further questions, concerns or need assistance regarding our products and services.