Returns & shipping

RETURNS

Before we begin

First of all, we’d like to thank you for stopping by and choosing to buy from Kalai. We proudly support ethical products handmade using sustainable practices, and we are grateful that you chose to support this cause through us. We love our products, and even more so because of their variations and imperfections, which are intrinsic to them being handmade.

If you’re happy, we are too

If you don’t love your purchase as much as you hoped, we want to make the returns process as simple as possible. Please contact us no later than 30 days from the shipping date to return it, no questions asked, and at no cost to you – your happiness and continued support is what’s important to us.

If you decide to cancel your order before the item/s is shipped, please contact us and we’ll issue a refund, otherwise, if the order is already on its way, simply follow the same instructions as for returns – or give them away as gifts!

How it works

Please email support@kalai.com.au about returns and we’ll email you a pre-paid shipping label to attach to your returning item. Please also use the same email address to inform us of a cancelled order before items are received.

A full refund minus the initial shipping cost will be issued to you via your chosen payment method when you bought the item (Paypal, Square, bank transfer) when we receive the returned item/s. Please allow up to five (5) business days to receive your refund once it has been issued. If you don’t receive it after that, shoot us another email and we’ll look into it.

SHIPPING

Kalai offers shipping within Australia at the flat rate of AUD$10 per order and internationally to easily accessible regions at the flat rate of AUD$20 per order. There may be some countries where shipping may not be available, as the cost may be prohibitive or they’re not serviced by our shipping partners. In this case we’ll contact you via email to inform you before we continue with your order.

The cost of shipping is not included in refunds for returns. If you have any questions regarding shipping or returns, please contact us at support@kalai.com.au.

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