Please read thoroughly before you make an order. Any queries, please feel free to get in touch for further clarity.

REFUNDS

It is my dream that you are absolutely delighted with your purchase(s), but you will be able to return your items up to 30 days after delivery if it is not as you hoped. We do not accept exchanges. You will be responsible to cover the cost of return and we highly recommend a tracked and signed delivery back to us as we will not be liable should your return get missing in the post back to us. All orders are shipped in hygiene sealed, see-through protective packaging so that you may see the item(s) on delivery, however should the hygiene seal be broken you will not be able to return your item, even if this is just to check the fit. If you are unsure about sizing, we recommend you get in touch with your measurements so we can advise the best suited size for you. We do not provide made to measure lingerie at this time. Refunds will be processed within 3 workings days of delivery back to us to the original method of payment. Please email us to arrange your return.

BESPOKE FITTING

If you would like a bespoke fitting in our lingerie with Kaya Doll, this can be done through a private fitting appointment of £100 with our full-size sample collection. All lingerie on sale at the fitting will be standard retail price of brand new un-worn items. There is no minimum spend at our fitting but the appointment cost will need to be paid prior. 25% of the appointment is non-refundable and 100% non-refundable if not cancelled 48 hours before the fitting. Please email to book an appointment and we will arrange an invoice. 

QUALITY CONTROL

All item(s) shipped out to you are carefully quality checked before shipment. All quality control of your shipment is recorded is saved for up to 1 year for yours and our reassurance. In the unlikely event that your item is faulty, please get in touch. These instances will be handled case by case with our lingerie design experts.

 

SHIPPING

All orders are sent with Royal Mail's most secure tracking & signed delivery. All shipment will be traceable via the following link: www.royalmail.com/track-your-item. All orders shipped within the United Kingdom will be delivered directly to you by Royal Mail. All orders outside of the United Kingdom will be securely delivered by your countries local post service but still fully traceable on the Royal Mail website. Royal Mail are an incredibly safe and secure delivery service. In the very unlikely event your order does not reach you Kaya Doll will not be liable. Nevertheless, we will fully assist any claims you raise with Royal Mail for an undelivered parcel. For more details on delivery specific to you, please see the charts below:

UK DELIVERY OPTIONS

2nd Class Tracked & Signed - 2-5 working days delivery time after shipment - cost £5 

1st Class Tracked & Signed - 1-3 working days delivery time after shipment - cost £7

Special Delivery - next working day delivery time after shipment - Cost £15

EUROPE DELIVERY OPTIONS

International Tracked & Signed - 3-6 working days delivery time after shipment - cost £15

REST OF THE WORLD
International Tracked & Signed - 6-15 working days delivery time after shipment - cost £20

PACKING AND POSTING
All orders are packed and shipped within 24-48 working hours. All special delivery orders are shipped on the same, or the morning of the next working day. 

FORBIDDEN ADDRESSES
Unfortunately, we are unable to ship to BFPO, PO BOX and APO/FPO addresses.

IMPORT DUTIES

If you are based outside the UK and EU, you may have to pay import duties. When your delivery reaches the country of your destination, import duties and taxes are levied and payment to our carrier is necessary to release your order from customs. We are unable to advise on rates, as they vary according to the country. Please consult your local postal service for more information.

REQUEST TO AMEND OR CANCEL ORDER
Once your order is placed, it is packed and shipped within 24-48 working hours. It can be possible to cancel an order before this process and I aim to respond to all queries as quickly as possible however if your order has been shipped we will not be able to recall it. Should you no longer wish to keep this order, you must return it back to us at your own cost. If your order has been shipped and you thereafter would like to add more items, you will need to place another separate order with delivery cost.

This Shipping and Returns policy was last updated on 21st March 2020.

© 2020 by Kaya Doll Ltd ®