You will be charged for pre-orders when you place the order.
All KAI deliveries require a signature upon acceptance.
All merchandise is currently shipped via DHL- both domestic and international.
For the UK, all merchandise is dispatched from our warehouse within 3 business days and arrives within a further 1-2 business days.
For international deliveries, all merchandise is dispatched from our warehouse within 3 business days and arrives within a further 2-4 business days.
During the COVID-19 pandemic, please allow up to 14 business days for your order to arrive. DHL delays are out of our control. If your order has not arrived within 14 business days, please email us at email@example.com, and we will fix this for you.
Excluding UK Next Day Delivery, orders placed during sale periods or new launch periods could take up to 5 business days to be dispatched.
If you are placing an international order, please ensure that you’ve filled in your proper address. Please note that we are not liable for custom clearance fees in your country and holding times of packages by customs in your country. This is unfortunately out of our control.
DHL has end-to-end tracking. Please do not reject/refuse a delivery due to customs fees. If you choose to reject/refuse delivery due to customs fees, there will be a return fee deducted from your refund to cover return shipping due to your refusal.
UK Express – £5
USA – £10
Europe – £15
Canada – £15
Australia – £15
Rest of World – £25
Returns & Exchanges
For hygiene reasons, KAI SWIM (except for the sarongs) CANNOT be exchanged or returned.
We hope that you’re pleased with your order and won’t have to return or exchange. However, our returns and exchange policy is here if you need to.
We advise that you use a tracked delivery service. For international returns, please ensure that you pay for all customs duties and taxes. Any returned items (at your own cost) with outstanding duties/tax charges may be held at customs. We will not cover these charges and you will need to contact your courier to resolve this. For international orders, please ensure you mark your returned parcel as RETURNED GOODS with the country of origin marked as UK.
If we incur any fees, they will be deducted from your refund amount/additional amount will have to be paid in the case of exchanges. Your local tracked shipping service is typically the most affordable. For US returns, we advise that you use USPS. For Canada, Canada Post. Please do NOT use FedEx as they add surcharges without prior notice. We also advise against using DHL, TNT, UPS.
If you need to return or exchange any merchandise, please fill in the Returns Form enclosed in your package. For any problems or if the Returns Form is missing, please download it here.
Merchandise is accepted for refund or exchange if returned in an approved and saleable condition within 14 days from when you received it. It must have the hangtag on, be returned in all original packaging including ziploc bag, and be free from make-up and all stains. It must also have not been washed or altered in any way.
Exchanges will be shipped out to you free of charge. You can exchange your merchandise for items of the same style in a different size or colour.
Refunds on sale items will be processed via store credit. Sale items are refund only. There are no exchanges allowed on sale items.
If the merchandise is returned damaged, the return will be rejected and sent back to the customer at your own cost.
A refund will be issued back to the original method of payment for the merchandise returned. We will process your refund within 5-10 working days of receiving the item. However, please note that your bank may take longer to process this.
Please note that original shipping fees are not refundable. If your return is due to a detective item or a mistake made by KAI, we will be responsible for shipping a replacement out to you or cover your original shipping fees in the case of a refund.
If your package is lost in transit, please email firstname.lastname@example.org and we will do our best to resolve the issue. However, we cannot be held responsible for packages once proof of delivery has been obtained.