What is your delivery policy?
All orders are processed and shipped within 1-3 working days of your order date. For pre-orders, please refer to the information on the individual product pages.
Buyers are responsible for any custom and import charges that may apply. Note that as we are still seeing the impact of COVID-19, it might take a little longer for your orders to arrive. Please allow up to 10 days from the date of ordering for your parcel to arrive.
How long will it take to get my order?
Orders are usually dispatched within 1 business day. Please note that when we experience a very high amount of orders, it can take up to 2 business days for your order to be dispatched. UK deliveries should arrive 2-4 days after your dispatch email arrives. International orders are sent by tracked mail, so you can watch your parcel travel to you.
Note: the estimated delivery times exclude customs/clearance delays. We are also unable to refund delivery costs due to delays on behalf of the courier service.
Do you ship internationally?
Yes, we do! You'll be able to see the delivery costs at the Checkout stage.
Note: It is the responsibility of the customer to cover the cost of any additional customs charges for overseas orders placed with us. Once items have left the studio, we are unable to control or predict what these fees might be, as this depends on the country being shipped to. If you have any questions about this, please send us an email and we will assist wherever we can.
Incorrect/wrong delivery addresses
In the event of this you must contact us immediately, before your order is dispatched. We won't be able to refund you for your order if it gets lost.
Hopefully the item will be returned to us, and then we will offer to refund your order (minus postage) or ask you to pay postage again to send it out a second time with an updated address.
We ask all customers to please provide as much information as possible when checking out. Adding both your email address and phone number is also advisable so that delivery drivers can contact you in case they are having trouble.
Do you accept returns?
Every product at Kaiyu Studio is handcrafted in small batches, so there may be small variations from the product listings shown.
However, if your order isn't quite to the standards expected, please get in touch within 14 days and we'll gladly help you out with a refund or exchange. You'll need to provide your order number and a photo of your item(s).
Items must be returned unused, in the same condition that you received them. They must be in original packaging and in a saleable condition. We cannot accept candles or wax based items that have been lit or melted.
Buyers are responsible for all return postage costs unless the product has been identified to be faulty or defective.
We aim to process your refund quickly, usually within 7 working days of the receipt of goods. During busy periods such as Halloween and Christmas it may take longer, however all refunds will be completed within 14 days of receipt of goods returned to us.
If you would like to cancel an order prior to dispatch please let us know as soon as possible.