Have a question? Check out if we've answered it below!
All forms of Visa, Mastercard, American Express, Discover as well as PayPal are accepted on our site. We also offer Amex Checkout for faster checkout with American Express.
We don’t store any of your credit card information (that’s handled by our payment processor, Stripe, the best in the business) and we will never share your personal information with anyone else.
kaiu.co does not store any of this information, all transactions are 100% PCI compliant and processed by secure servers via and cannot be accessed by anyone.
If you’re having trouble accessing your account, please email us at [email protected] or call us at +448443575252. We can access your account and reset your password in a matter of minutes, so you can regain access to the account.
Yes, if you received a confirmation receipt from PayPal after using PayPal to checkout on kaiu.co, your order has been successfully submitted. Please note that if you checked out as a guest and used PayPal as your form of payment, your receipt from PayPal is the only form of confirmation you will receive about the order. To receive a copy of the confirmation receipt along with subsequent tracking updates in addition to the receipt from PayPal, please create an account and/or login before checking out on kaiu.co.
Sign up for our emails on our homepage – once you’ve done that, you’ll automatically be the very first to know about any sale or promotion we offer.
Please email us at [email protected] or call us at +448443575252 and reference your order number and/or the first and last name associated with the billing address on the order. Orders cannot be cancelled once they have shipped. If you are unsatisfied with your purchase and wish to cancel it but it has already shipped, you must wait until the package arrives and send it back to us for a return.
Full-Priced and Sale-Priced items may be returned for a refund in the original form of payment or exchanged within thirty (30) days of receipt of your order.
Please email us at [email protected] or call us at +448443575252 and reference your order number and/or the first and last name associated with the billing address on the order. Once you provide your login or order information we can process the return. All items must be returned or exchanged within thirty (30) days of receipt of your order. Items will only be exchanged or returned if the items have their original tags and are in new condition (not worn, washed, altered, etc.) Please send a purchase back, please ship to: Burne House, Marylebone Road, London NW1 5BZ.
We make every attempt to process both returns and exchanges on the same day they are received at our distribution center. For returns, the refund is typically issued the same day the return is received. However, it can take 2 to 8 business days for the issuer of the credit card or bank card to post the refund to your credit card statement or bank account. Unfortunately, this time is entirely up to the issuer of the card you used to make the purchase, and kaiu.co cannot help in expediting the return of those funds back to your account. For exchanges, we typically process the exchange one to two business days after the original items are received back at our distribution center. Once your exchange has shipped back out, you’ll receive an automated email letting you know of the shipment along with a tracking number.
No additional charges will occur.
We will never share your information with any third party. Who is a third party? Well the first party is us, and the second party is you. So a third party is anyone other than us and you. And, you know, they probably have enough already.
Need more assistance? call our customer services hotline on +448443575252, it is staffed Monday through Friday, 9:00am to 5:00pm Central, excluding major and national holidays. For the quickest response, chat with us online or email us at [email protected] We’ll be happy to assist wherever we can, and inquiries are typically answered within minutes.
When the ground shipping option is selected during checkout, your package will ship UPS Ground. Domestic shipments to PO boxes are shipped via UPS SurePost, which is handled by UPS until it reaches your local post office. Shipments to military and diplomatic addresses are also handled by SurePost, which is handled by UPS and then handed off to USPS for final delivery. If you have a preference on which carrier you would like to ship your order, please give us a call at +448443575252 and we'd be happy to ensure your order ships via the carrier of your choice.
Once your order has shipped, you will automatically receive a shipment notification email that will contain a tracking number. You can also find your tracking number on your account page if you logged in before making your purchase. To do this, simply login to your account on and click “View Order” next to the appropriate order. There you’ll find your shipping method that will show the tracking number(s) associated with that order.
Possibly, but it is rare for that to happen. The vast majority of orders and shipments are filled in full from our distribution center, but in rare cases, an item or set of items can ship from one of our retail locations. In this case, you may receive multiple tracking numbers through our shipment notification emails.
Tracking numbers can take a few hours from the time they are generated to become active on www.ups.com. or www.fedex.com. If you’ve tried to track a package you’ve just received a shipment notification email about, try waiting until later in the evening to track it again. Often tracking numbers will not become active until a package has reached one of the larger shipping hubs, which can take a few hours after they are picked up from our distribution center.
Yes, we ship to 200+ international locations.
International shipments are handled via Pitney Bowes. Any applicable duties, VAT, or taxes imposed by the destination country's government will be calculated during checkout and paid upfront by the purchaser.
Unfortunately, we cannot facilitate exchanges for international customers due to customs and currency fluctuations. The original item purchased will need to be returned for a refund, and a new order will need to be placed for the replacement item.
The duty and tax can vary greatly depending on the country the order is shipping to, the amount of the order, and other factors. Some countries and provinces, such as Australia and Hong Kong, have no import duties, taxes, or fees whatsoever from the United States, and shipping is the only charge incurred in this instance. Other countries and provinces, however, have very high importation fees, and some additional duties and taxes for luxury goods including clothing.
Yes, the shipping cost you see at checkout includes any applicable duty, tax, or VAT.
The time for your package to arrive can vary greatly based on the destination country, the shipping service you paid for, and other factors including how long it takes your package to clear customs. Typically, each order can take from 21 days to 40 days to arrive.