Shipping/Returns
SHIPPING
For all orders, please allow up to two business days for processing.
We currently use multiple courier partners, dependent on the shipping country and service selected at checkout. You can find our optional services below:
UK
Standard shipping:
delivered in 3 - 6 working days (excluding public holidays).
Express shipping:
delivered in 2 - 3 working days (excluding public holidays).
Special delivery next day guaranteed by 1pm:
place order before 11am Monday to Thursday for next day delivery (orders placed after 11am on Thursday will be despatched the following working day excluding public holidays).
Once your order has been accepted and transferred to a carrier, you will receive an email with your tracking number which can be used to track your order directly online. The carrier will require a signature upon delivery. Please note that tracking information can take up to one business day to update after your order has been shipped.
International
International shipping:
delivered in 2 - 4 working days (excluding public holidays).
Please note in some circumstances, such as custom delays or external factors beyond our control, delivery times may extend up to 10 business days.
Once your order has been accepted and transferred to a carrier, you will receive an email with your tracking number which can be used to track your order directly online. Please note that tracking information can take up to one business day to update after your order has been shipped.
We are working on extending our shipping destinations. To view a list of our current international shipping destinations, click here.
Duties and Taxes - international shipments may be subject to import taxes, duties and customs fees, which are levied once the package reaches the country of destination. If such cases apply, the recipient is responsible for all related fees/costs.
RETURNS
You may return your order within 14 days of receiving it.
Contact our customer care team at customercare@kaecen.com should you wish to return your order, stating your reason(s) for return. Items must be unopened, undamaged, in original packaging and in the same condition that it was received. Please note return shipping charges on returned items are at the customer's expense.
*Not all items are returnable or refundable - please refer to the returns section on each product page for specific details.*
Once we have received your returned order, it will be subject to inspection. If rejected, we will notify you. If accepted, you will be notified and your return/refund will be processed. Refunds can take up to 10 business days and will be returned to the same payment method that was used for the purchase transaction. We will send a confirmation email once your refund has been processed.
To make an exchange, you will need to return the item(s) and once the return has been accepted, make a separate purchase for the new item.