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FAQs

Shipping

How long will it take to get my order?
Orders will take 5-7 business days to arrive following shipping. Customers will receive email updates with tracking information.

My package still hasn't arrived, how do I locate it?

In the instance where there has been no movement in your parcel tracking or if the package is showing as delivered but you haven't received it, we advise customers to contact the courier directly using the tracking number provided via email.

Can I use a PO box as a shipping address?

No, please use a street or physical address. We use DHL express for fast shipping and they are not able to deliver to PO boxes as USPS does not allow it.

Order

I ordered the wrong item by accident, can I cancel my order?
Unfortunately it is not often possible to cancel an order once it has been placed as they are processed very quickly. We ask all customers to double check their orders before confirming. If the product is returned due to an error in the address by customer's mistake, the amount excluding the shipping costs will be refunded.

Can I return the product I ordered?

Once the order has been completed, it is not eligible for a refund. If the product is returned due to an error in the address by customer's mistake, the amount excluding the shipping costs will be refunded.

My item arrived damaged/an item is missing from my order. What can I do?

For missing or damaged items please contact our customer service team at steven@kailani-int.com and we will have a replacement shipped as soon as possible. For damaged items please include an image.

What should I do when the customs fee is incurred?

The customer is responsible for customs fees, and in the event of automatic return due to failure to collect within the given period after payment, the round-trip expenses will be borne by the customer. Therefore, please be aware of the potential occurrence of customs fees, and kindly respond to communication from the local shipping company to prevent automatic returns.

Are your products pregnancy safe?

All of our products are safe to use during pregnancy.

Other

Any other questions?
You can contact us through our contact page! We will be happy to assist you. A representative will be available to respond to your queries Mon-Fri 10am-6pm KST.