Orders are typically dispatched from our warehouses within 1-3 business days.However, please note that during busy periods such as new launches and sales, dispatch may take up to 10 extra business days. We’re working as fast as possible to get your order out ASAP.
Once your order has been dispatched, you will receive an email with the tracking details where you will be able to track your kai order throughout it’s journey.
Due an improved warehousing solution, we are currently unable to accommodate any changes to confirmed orders including size, address update and colours. Kindly confirm all the information before placing your order. We are happy to cancel your order if the order has not been dispatched, if the order has been shipped, we are unable to cancel your order.
Shipping times vary depending on the shipping destination.
Please see our Shipping Policy here
Please note that these are estimates and can be subjected to external delays such as customs and worldwide shipping delays. This is unfortunately out of our control.
Yes, we accept returns. Start your easy, quick returns process here.
Please note that merchandise is accepted for refund if returned in an approved and saleable condition within 14 days from when you received it.
It must have all tags on, and be returned in all original packaging including ziploc bag, and be free from all make-up, hair, stains and smells (including perfume). It must also have not been washed or altered in any way. This is a strict policy as it is important to us that all members of our community receive their orders in great condition.
If your item does not meet the criteria mentioned above, your return will be rejected and sent back to you.
Alternatively, we can accept the return and KAI will charge a restocking fee of up to 30% of the merchandise value on the return. Please ensure the returned merchandise adheres to all the conditions listed above.
After we have received your return, please allow 7-10 working days for it to be processed.
Once processed, a refund will be initiated and you should receive the refund within 3-5 working days back in your account.
We do not offer exchanges. Please return your item here for a refund and place a new order.
Please note that merchandise is accepted for refund if returned in an approved and saleable condition within 14 days from when you received it.
It must have all tags on, and be returned in all original packaging including ziploc bag, and be free from all make-up, hair, stains and smells (including perfume). It must also have not been washed or altered in any way. This is a strict policy as it is important to us that all members of our community receive their orders in great condition.
If your item does not meet the criteria mentioned above, your return will be rejected and sent back to you.
Alternatively, you return can be expected and KAI will charge a restocking fee of up to 30% of the merchandise value on the return, please ensure the returned merchandise adheres to all the conditions listed above.
No. EU orders ship from our warehouse in the Netherlands, so there are no duties, import taxes or extra fees on delivery. The price at checkout is the final price. The exceptions are the Canary Islands, Ceuta, Melilla and the French overseas departments, and Countries which sit outside the EU customs and VAT area.
EU Standard (€12.95, 3–5 working days): Austria, Belgium, Bulgaria, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
EU Extended (€13.95, 6–7 working days): Croatia, Estonia, Greece.
EU Islands (€19.95): Cyprus, Malta. (6-10 working days)
Free EU shipping on orders over €280.
All 27 EU member states. Orders to Switzerland, Norway and other non-EU countries in Europe still ship from the UK, and local duties and taxes may apply.
Items stocked in our EU warehouse arrive in 3 - 7 working days, depending on your country. Some items are only held in our UK warehouse; these travel to our EU hub on our weekly shipment first, so they take around 5 extra working days: 7 - 13 working days if you order by Tuesday 12:00 (UK time), or 9 - 17 working days if you order after. You'll find the estimate for your country on our Shipping page. Please allow extra time during sales and launches.
Your order included items from both our EU and UK warehouses. We send the EU items straight away so you get them sooner, and the rest follow with their own tracking. We’ll email you to let you know.
Kindly check your emails: if only one parcel has shipped so far, the second is still on its way from our UK warehouse. If your order is past the delivery estimate for your country on our Shipping page, email help@kaicollective.com with your order number and we'll look into it.
Most of our range is stocked in our EU warehouse, but some styles are only held in the UK. These go to our EU warehouse on a weekly shipment, so they take longer: around 5 extra working days if you order by 12:00 noon on Tuesday (UK time), or around 10 extra working days if you order after. You still pay no duties.
Yes. Items held in our UK warehouse go to our EU hub on one shipment a week. Order by Tuesday at 12:00 (UK time) and they make that week's shipment, arriving in 7 - 13 working days. Order after Tuesday 12:00 (through to the next Tuesday) and they join the following week's shipment, arriving in 9 - 17 working days. Items from our EU warehouse aren't affected by the cutoff.
If part of your order is shipping from our UK warehouse, we'll send you a second email after your order confirmation to let you know it's coming in two parcels and when to expect each one. Each parcel also gets its own shipping email and tracking link.
No. You only pay one shipping charge per order, however many parcels it arrives in.
Unfortunately not. Each warehouse ships its items as soon as they're ready, so we can't hold part of an order.
For items from our UK warehouse, your tracking link is created when the parcel is packed, but it may show only that a label has been created until the parcel reaches our EU hub and is collected by the courier. That's expected, and it will start updating once your parcel is on its way to you.
Due to a new and improved warehousing system, we can no longer accommodate changes to orders. Items from our EU warehouse can be cancelled until you’ve received a shipping confirmation for it. Items from our UK warehouse can be cancelled until 12:00 noon (UK time) on the Wednesday after you order. After both of the above scenarios, it can’t be cancelled, but you’re welcome to return it.
Start your return within 14 days of receiving your order at returnsportal.shop/kai-collective. All EU returns go back to our European warehouse in the Netherlands, including items that were shipped from the UK. If your order came in two parcels, you can return items from both together.
There will be no duties to refund, because none were charged on your order.
No. Orders to non-EU countries still ship from the UK, and customs duties and taxes are shown at checkout.
The Canary Islands, Ceuta, Melilla and the French overseas territories are outside the EU customs area, so local import taxes may apply.
Our Waitlist/preorder feature allows you to reserve an item before it is ready to ship. This guarantees that the product is yours once it begins to ship.
You will only be charged once the product is now available to ship. Your payment method will be authorised at checkout, but the actual charge will not be taken until the item is ready to be shipped.
Estimated arrival dates are shown on the product page. As soon as the item is ready to ship, you will receive an upcoming charge email 24 hours before you are charged. Once successfully charged, your order will be processed and shipped within our standard order processing times. You’ll receive a shipping confirmation email with tracking details once it ships.
Yes, you can cancel your pre‑order at any time before the item has been charged and shipped. Simply log into your account, navigate to your orders, select the waitlist order and cancel.
No - waitlist item orders must be placed separately from ready-to-ship items. This ensures that ready-to-ship items are not delayed and are shipped to you within our standard processing times.
Occasionally, availability dates may shift due to logistical delays. If this happens, we’ll update the product page and notify you by email.
You’ll receive an email as soon as your item is available, notifying you of an upcoming charge and again once it has shipped. If you created an account, you can also track your order status in your dashboard.
Yes, unless stated otherwise on the product page. Any valid discount code can be applied at checkout.
Each item will ship as soon as it arrives. If multiple waitlist items arrive at different times, they may ship separately.
The welcome discount code is 10% off your first order.
You can receive the discount code by signing up for our newsletter.
The discount code will be delivered via email. Please check your junk mail if you are unable to find the discount code in your inbox.
We are unable to apply the welcome discount to an order that has already been created.
The discount code is valid for 7 days.
OMNI / INSTORE / ONLINE: Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.
The service is provided by Clearpay Finance Ltd. Clearpay Plans are deemed authorised and regulated by the Financial Conduct Authority for the purposes of the Temporary Permission regime for Regulated Deferred Payment Credit. Details of the Temporary Permission regime, which allows firms to carry on deferred payment credit activities while seeking full authorisation, are available on the Financial Conduct Authority’s website.
OMNI:
Clearpay can be used online and instore.
To shop online, simply visit Kai Collective and check out as normal. At checkout, select Clearpay as your payment method. You’ll be directed to Clearpay to log in or create an account and provide your payment details (Visa or Mastercard).
If you’ve used Clearpay before, just log in to complete your order.
To shop instore, download the Clearpay app and set up the Clearpay Card. Before paying, head to the In-store tab in the app and enter your purchase amount. We’ll run a quick check and, once approved, you can tap and pay using Apple Pay, Google Pay or Samsung Pay. Your purchase will then be split into 4 instalments.
INSTORE:
Clearpay can be used instore. Simply download the Clearpay app and set up the Clearpay Card. Before paying, head to the In-store tab in the app and enter your purchase amount. We’ll run a quick check and, once approved, you can tap and pay using Apple Pay, Google Pay or Samsung Pay. Your purchase will then be split into 4 instalments.
ONLINE:
Just shop on Kai Collective and check out as normal. At checkout, choose Clearpay as your payment method. You’ll be directed to Clearpay to log in or create an account and provide your payment details (Visa or Mastercard).
If you’ve used Clearpay before, simply log in to complete your order.
OMNI / INSTORE / ONLINE: Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.
OMNI / INSTORE / ONLINE: Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account. Other eligibility criteria apply, including creditworthiness and affordability assessments. See Clearpay Terms of Service for further details.
OMNI: Clearpay will split the total value of your order into 4 instalments payable every fortnight. When transacting online the exact amounts and dates will be displayed for you to agree to before you confirm your purchase. For instore purchases you will receive your payment summary once you have successfully transacted.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
INSTORE: Clearpay will split the total value of your order into 4 instalments payable every fortnight. You will receive your payment summary once you have successfully transacted.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
ONLINE: Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
OMNI / INSTORE / ONLINE: If you cannot make a payment, please contact Clearpay.
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.
Late payments may affect future spending limits. We may also report your late payment data to credit reference agencies. This could have a negative impact on your credit file, and could make it harder to obtain credit in future.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
OMNI / ONLINE: Clearpay orders are delivered within our standard delivery timeframes like any order from Kai Collective.
OMNI / INSTORE / ONLINE: Yes, your order value including shipping must be between £35 and £1500 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
OMNI / INSTORE / ONLINE: Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.
OMNI: Clearpay purchases follow the retailer's standard return policy for both instore and online transactions. Check with the retailer's return policy to make sure your purchase is eligible for return.
Please note, refunds for Clearpay purchases will be refunded from Kai Collective to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account. For more information on refunds, please visit Clearpay's FAQ page.
INSTORE: Clearpay purchases follow the retailer's standard return policy for instore transactions. Check with the retailer's return policy to make sure your purchase is eligible for return.
Please note, refunds for Clearpay purchases will be refunded from Kai Collective to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account. For more information on refunds, please visit Clearpay's FAQ page.
ONLINE: Items purchased with Clearpay follow our standard return process.
Please note, refunds for Clearpay purchases will be refunded from Kai Collective to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account.
OMNI / INSTORE / ONLINE: Visit the Clearpay website for a comprehensive list of FAQs, Clearpay Terms of Service, and Privacy Policy.
Most of our styles are in very limited quantities and only released once.
Please subscribe to our mailing list here, to be the first one to know when we launch new collections so you don’t miss out.
Please email press@kaicollective.com for all press enquiries.
We are unable to ship an order to a P.O. Box. Please provide a residential delivery address.
