FAQs
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1. What are the bags made of?
Our bags are made from high-quality cactus material, offering a sustainable and vegan alternative to traditional leather.
2. Are the bags durable?
Yes, our bags are designed to be durable and long-lasting. The cactus material used is known for its strength and resilience.
3. Can I return a bag if I'm not satisfied?
Yes, we have a 30-day return policy. If you're not satisfied with your bag, you can request a return within 30 days of receiving it. Please make sure the bag is in the same condition as when you received it, with tags and in its original packaging.
4. How do I start a return?
To start a return, please contact us at info@kaiamar.co.uk. We will provide you with a return shipping label and instructions on how and where to send the package. Please note that items sent back without prior authorization will not be accepted.
5. Do you offer international shipping?
Yes, we offer international shipping. The estimated delivery time for international orders is 2 to 6 business days. Please note that your order may be subject to import duties and taxes, which are the responsibility of the customer.
6. How can I track my order?
Once your order has shipped, you will receive an email notification with a tracking number. You can use this tracking number to check the status of your order. Please allow 48 hours for the tracking information to become available. If you haven't received your order within 14 days, please contact us at info@kaiamar.co.uk with your name and order number.
7. Can I exchange a bag for a different model?
If you would like to exchange your bag for a different model, we recommend returning the original item and making a separate purchase for the new item. This will ensure the fastest processing and delivery of your new bag.
8. Are there any non-returnable items?
Yes, certain items cannot be returned, including perishable goods, custom products, and personal care goods. We also do not accept returns for sale items or gift cards. If you have any questions about a specific item, please contact us for clarification.
9. How long does it take to receive a refund?
Once we receive and inspect your return, we will notify you of the refund status. If approved, the refund will be processed to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.
10. How can I contact customer support?
If you have any further questions or need assistance, you can always reach out to our customer support team at info@kaiamar.co.uk. We are here to help!
What is the return policy?
We are sorry you didn't love our Kaia Mar products.
We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
Please reach out to info@kaiamar.co.uk for more information.
- Do you offer exchange?
The Kaia Mar do not currently offer exchange.
- What are the shipping options?
Domestic Shipping Rates and Estimates
We offer £7.00 flat rate shipping for domestic shipping.
Estimated delivery time: 2 to 6 business days
International Shipping Rates and Estimates
We offer £10.00 flat rate international shipping
Estimated delivery time: 2 to 6 business days
PRODUCT
- How do I make sure I order the right size?
All the straps come in a standard length, which can be adjusted according to your height. The main strap is 85cm. The second strap can be adjusted between 10cm/15cm/20cm.
Largest (Tall) length : 85cm + 20cm = 105cm
Medium length: 85cm + 15cm = 100cm
Small (Petite): 85cm + 10cm = 105cm
ORDER
- When will I receive my order?
When confirming your order, a tracking code should be send to your email address. If you have not received this code, please reach out to us.
- What do I do if I never received my order?
Please reach out to info@kaiamar.co.uk. Our team will take care of the rest.
- What do I do if I received a defective order?
In the event that your order arrives damaged in any way, please email us as soon as possible at info@kaiamar.co.uk with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
LOCATIONS
- Where are you located?
- How is the product made? Where do the materials come from?
The leather is made from cactus and it's sourced from Desserto in Mexico. The straps are made from recycled plastic bottles and it is sourced from Macro Eco Leather Co Ltd in China.
CUSTOMER CARE
- How do I contact your company if my question isn’t answered here?
Please email us in info@kaiamar.co.uk, our team will assist you.