CUSTOMER Q&A

Customer Questions & Answers

 

Can I exchange my bikini if it doesn’t fit?

Bikinis can be exchanged for a different size provided that such variation are available. It is absolutely important to know your measurements before you purchase a bikini to avoid unnecessary returns and exchanges. Please check out our Find your size page. If you are still not sure what size to get send us your measurements to customer@kaleiia.com

  • Delivery fees cannot be refunded and will be the responsibility of the customer to cover
  • Wrong size can only be credited to your wallet under your Kaleiia account
  • When a return is logged you will be asked for additional information such as measurements, photos and description and reason for the return. we reserve the right to inspect the product to validate you return.Read more about returns on our Returns/Exchanges page…….

Can i exchange my bikini if it has a defect or is faulty?

Each product is quality checked and documented before sending it out!

What is a defect? A defect is a material imperfection in the manufacturing of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect. 

On return of the product it will be inspected for the following

  • Is the product unused – needs to have original labels, stickers and hygiene seals intact.
  • Not missing any accessories or parts
  • Must be returned in original packaging.

Read more about this on our Returns/Exchanges page……

 

What is a Kaleiia wallet?

The wallet will appear when you log into your account. In the case of a refund/credit it will be visible on your account and can be applied to your next purchase. 

A full refund (excluding shipping costs) can be refunded within the 7 day period. In the case that a refund or exchange is requested after the 7 days your refund/creidt will be added to

your wallet under your account(T’s & C’s apply). You can use the credit to look for a new suitable replacement. Wallets cannot be refunded/transferred and must be used by the account

holder within a 12 month period.

 

Can I cancel my order?

Yes. Orders may be cancelled immediately after purchase before product has been shipped.

Pleas email orders@kaleiia.com with your full name and order details. Once the product

has been shipped you may still cancel your order and a refund/credit will be done after deducting admin and shipping costs.

Why is there a Two factor authentication when i login?

We use two factor authentication to protect your data from fraud. Please make sure to add the correct phone number to receive your login code.

Can I change the shipping address on my order?

 

Yes. If you’ve entered the wrong shipping address for your order, we are able to change it if the product has not been shipped.

Please email orders@kaleiia.com immediately with your full name and new shipping address. 

In the case of the order being sent out already you will be held liable for the additional shipping costs. 

 

How do i know my order has been shipped?

 

Order dispatch will be done 1-2 working days after order has been placed. Once your order has been shipped, you will receive

an email with your order confirmation and tracking number. If you did not receive your confirmation mail you can email us

us at orders@kaleiia.com with your full name and order number.  

When will my order ship?

 

Our shipping department is open Monday to Friday 9 a.m. – 4 p.m (not including Public Holidays) Orders are shipped within 2-3

working days after order has been placed. Orders are not processed over weekends. Please note that while our courier service

provider is speedy and accurate, the arrival date is not guaranteed. In the case of ordering a hand crafted product e.g crochini

it may take up to 7 working days before shipping is done.To order products deliverable to another address besides the billing

address or to insert special shipment instructions, please use the “notes” & alternate shipping adress section on the

transaction screen upon checkout.

 

Do you ship internationally?

 

Unfortunately we do not ship internationally but we are working on solutions to getting our products available to the rest of

the world. For now we only deliver nation wide throughout South Africa.  

 

Where do orders ship from?

 

Our offices are situated in Hermanus, Western Cape, South Africa

 

What if the website doesn’t have the particular piece I’m looking for anymore?

 

Please check with us, drop us a mail for stock. Also, some pieces may be on back order. If so, they will be listed on the

individual product page as such. For further info please send us a mail: orders@kaleiia.com

 

Where are the bikinis made?

 

We manufacture everything from our factory in Hermanus – South Africa. We like to keep it local!

 

What are the bikinis made out of?

 

Our swimwear is constructed of high-quality 100% Cotton hand dyed yarn for our Crochinis & Recycled Polyester for our

bikinis. We choose our fabrics based on how they feel, how they hold up over time and how they impact the environment. We

source fabrics from ethical sustainable eco suppliers We currently use fabrics made from recycled plastic ocean bottles and

in the future wish to extend our fabrics to recycled nylon made from reclaimed fishing nets & reclaimed nylon in landfills.

 

Wholesale Inquiries?

 

We only allow one purchase per product, this is in place to minimize online fraud. If you would like to buy more items on one specific

product please mail us at info@kaleiia.com 

 

Sale Items

 

All sale items are final sale, thus we cannot offer returns or exchanges for these items. Unless defective. This includes

holiday sales, site-wide or product specific flash sales, and items purchased using sale codes. We thank you for

understanding this policy!

 

Shipping & Orders

ORDERS PROCESSING TIME 

Please allow 2-4 working days for your order to be shipped.

 

SHIPPING NOTIFICATION

Once your order has been shipped, you will receive a shipping notification email with your tracking information.

 

If you haven’t received any emails from us please check your Spam folder or mail us at orders@kaleiia.com with your

account number.  

 

 DOMESTIC SHIPPING (South Africa)

  • Standard Shipping (2-4 business days)
We offer FREE DOMESTIC SHIPPING on orders over R500.00

 

Please note that:

  • KALEiiA is not responsible for, nor able to refund or replace orders shipped to the incorrect address.

Customers are responsible for entering the correct shipping addresses and are encouraged to check them prior to

submitting an order. Once a package has been shipped we cannot redirect it.  

  • KALEiiA is not responsible for the theft or damage of a parcel/article once it has been shipped / or delivered.

Contact Us

 

Customer Service
customer@kaleiia.com

Returns/Order/Shipping Inquiries
orders@kaleiia.com

General  Inquires
info@kaleiia.com

 

 

 

TRUST YOUR JOURNEY! 

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