Frequently Asked Questions
You'll find answers to some of the most frequently asked questions about the shop here. If you still can't find what you're looking for, don't hesitate to visit our contact page to send us an email - we're happy to help!
Orders
Is there an order limit for purchasing the items?
You may purchase up to (3) merchandise. For multiple orders, please note that there may be an adjustment to the standard shipping fee. We will promptly send you an email to confirm any adjustments.
I did not receive a confirmation email, but I already made a payment. Is it ordered or not?
Please check if your order is showing up here https://kaiaofficial.ph/account/orders
If your order is still pending payment, please check your bank and send proof of payment to kaiaofficialph@gmail.com.
Will I receive an order confirmation?
A confirmation as well as updates regarding your order will be sent to you through email.
What are the payment methods available?
We accept Visa/Mastercard cards, Gcash, GrabPay, Maya, BillEase, scan to pay via QR Ph, and online banking.
Please note that payment channels may charge add-on service fees.
How are shipping fees calculated?
Before checkout, you will have to provide your shipping address and pay the corresponding shipping fee to your area. Please provide the complete details to avoid any problems.
For delivery areas which are unserviceable, a staff will be reaching you via email.
Shipping & Delivery
Do you ship internationally?
For now, we currently do not offer international shipping. But we will do our best to cater accommodate everyone.
How can I track my order?
A tracking number for your purchase will be sent via email.
What happens if I don’t receive my shipment?
Shipments may be undeliverable due to any of the following reasons:
• Incorrect or incomplete address information provided at the time of order placement
• No recipient on hand to accept the order from the carrier during three delivery attempts
• Refusal to accept an order by the recipient at the time of attempted delivery
How soon can I expect to receive pre-ordered items?
KAIA's collaboration merch with WEAR CASA is on a pre-order basis.
Pre-ordered items will be shipped in about 3-4 weeks. Please note that this is an estimate, and the actual shipping time may vary slightly.
We'll make sure to update you from time to time. Incomplete information and/or unserviceable locations will also cause delays in delivery.
How will I know when my pre-ordered items are shipped?
You will receive a shipping confirmation email from us with the tracking information once your pre-ordered item has been shipped.
Can I change my delivery address after placing the pre-order?
Yes, you can change your shipping address after you have placed your pre-order. Please get in touch with us via the contact to update your shipping address within 24-48 hours.
Note: If your new address is in a different area with a higher delivery fee, we might issue an invoice to settle the balance. Thank you!
Cancellations, Returns, and Refunds
What is your Return & Refund policy?
We embrace a profound commitment to excellence, reflected in our meticulous craftsmanship and stringent quality checks throughout the production process. Each item is handled with utmost care, ensuring that it not only meets but surpasses your expectations.
However, we understand that circumstances may arise where a return or exchange becomes necessary. In such rare instances, rest assured that our dedicated customer service team is here to provide seamless assistance. Your satisfaction is our priority.
If you need to initiate a return or exchange, reach out to us at kaiaofficialph@gmail.com. Our team is ready to guide you through the process, ensuring a hassle-free experience that reflects our dedication to your satisfaction.
Can I cancel my order?
Cancellations are strictly not permitted. A purchase may not be canceled after checking out and payment has been done.