Shipping policy

OVERVIEW

Thank you for shopping with KAYA. We are dedicated to delivering our premium skincare products and protocols to clients worldwide. Below are the terms and conditions that constitute our Shipping Policy.

SECTION 1 - PROCESSING TIMES

  • All orders are processed within 1 to 3 business days (excluding weekends and public holidays) after receiving your order confirmation email.

  • You will receive another notification when your order has shipped, which will include your tracking number.

  • Please ensure all delivery information is correct at checkout. KAYA is not responsible for orders delivered to incorrect addresses provided by the customer.

SECTION 2 - SHIPPING RATES & DELIVERY ESTIMATES

We ship globally to ensure everyone can experience the KAYA journey. Delivery times are estimates and commence from the date of shipping, not the date of order.

  • International Shipping (Worldwide): Estimated delivery within 7 to 15 business days.

Shipping charges for your order will be calculated and displayed automatically at checkout based on your location and chosen shipping method.

SECTION 3 - INTERNATIONAL CUSTOMS, DUTIES, AND TAXES

KAYA operates from the United Kingdom. When ordering products for international delivery, your order may be subject to local import duties, customs processing fees, and taxes once the shipment reaches your destination country.

  • Customer Responsibility: All fees imposed during or after shipping are the sole responsibility of the customer (including tariffs, taxes, and customs clearance fees). KAYA has no control over these charges and cannot predict what they may be.

  • Customs Delays: Occasionally, international packages can be delayed at customs entry points. KAYA is not liable for delivery delays caused by local customs processing or carrier backlogs.

SECTION 4 - ORDER TRACKING

When your order has shipped, you will receive an email notification from us containing a tracking number you can use to check its status. Please allow up to 48 hours for the tracking information to become active.

If you have not received your order within the estimated delivery window provided in your tracking link, please contact us at kayaskincareuk@gmail.com with your name and order number, and we will investigate it for you immediately.

SECTION 5 - PACKAGES LOST, DAMAGED, OR STOLEN

  • Damage During Transit: If you receive your order and find the products are damaged, please contact us within 30 days of delivery at kayaskincareuk@gmail.com. Please save all packaging materials and damaged goods, and attach a photo to your email so we can process a replacement or refund under our Refund Policy.

  • Missing Deliveries: If your tracking information states that your package was delivered but you have not received it, please check with neighbors, your local postal sorting office, or any safe-drop areas before contacting us. KAYA is not liable for packages stolen after a confirmed successful delivery by the courier.