Refund policy
How Custom Commission Requests Work
Contact:
The initial process begins by completing the contact form below with your idea for a custom piece. This includes the item you would like made, such as a wallet or a bag, the color, your budget, etc. If the item is a bag, additional details such as approximate size and the intended occasion would be helpful. If you are unsure of the details, feel free to get in touch for guidance.
You can use this contact form or contact me directly via email: kaibarcelona@bykai.es for your commission request.
Example Inquiry:
Subject: Personalized Wedding Gifts for Bridesmaids
Hello Kai Atelier,
I love your work and would like to commission wedding gifts for my bridesmaids. I would love to have 3 luxury leather bags that match the colors of my wedding. They need to be monogrammed and I need them by June. Is this possible and how much would it cost to ship them to Germany?
Best regards,
Sabine
Discussion:
After receiving your initial inquiry, I will respond to your request as soon as possible. We can then discuss the commission in more detail. Finalizing specific details may take some time, so your patience is appreciated to ensure the project is perfect. Once the design and material details are finalized, I will provide you with a price quote.
Commission Timeframe:
- Material Acquisition: 2-7 days
- Manufacturing: 1-2 weeks
- Shipping: 2-3 weeks
Smaller and less complex items will require less time, while larger bag commissions may take up to 2-7 days for manufacturing. Custom colors for exotic materials may require 1-2 weeks for acquisition.
Delivery:
Once the details have been confirmed and the price quoted, a minimum deposit of 30% is required to place the order. This deposit is non-refundable as it covers the cost of consumed materials. No changes to the request are allowed once the deposit is made, as significant changes may alter the quoted price.
During the manufacturing process, I will provide updates with photos of important milestones. When the item is finished, I will send you photos and a video showing all angles of the item for confirmation. Full payment must be completed before shipping.
All commissions are shipped with tracked Certified Mail, with the option to upgrade to UPS or DHL. Due to the nature of custom work, I cannot accept returns. For more details, please refer to our FAQs.
Custom Item Return and Refund Policy
1. Return Period:
Custom items are not eligible for standard returns due to their unique and personalized nature.
2. Return Conditions:
Returns of custom items will only be accepted if they exhibit manufacturing defects or evident damage at the time of delivery. Returns will not be accepted for changes of mind, errors in the specifications provided by the customer, or dissatisfaction with the requested custom features.
Return Process:
1. Immediate Report:
Report any defect or damage to our customer service within 3 days of receiving the product.
2. Documentation:
Provide clear photos of the defect or damage along with your order number.
3. Available Options:
Depending on the situation, we can offer you a replacement product or a full refund.
Inspection and Refund:
Once we receive the notification and evidence of the defect or damage, we will proceed to evaluate the issue. If the return is approved, we will provide instructions on how to return the item. Upon receiving the returned item, we will inspect it to confirm the defect or damage. If the return is approved, a full refund will be issued to your original payment method, or a replacement item will be offered, based on your preference, within 5 to 7 business days.
Tools Return and Refund Policy
Return Period:
You have a period of 15 days from the date of receipt of the product to request a return.
Return Conditions:
- The product must be in its original condition, unused, and in its original packaging.
- Proof of purchase (invoice or receipt) is required.
Shipping Costs:
The shipping costs for the return of the product will be borne by the customer, unless the product is defective or incorrectly shipped. If the product is defective or incorrectly shipped, we will cover the return shipping costs.
Inspection and Refund:
Once we receive your returned product, we will proceed to inspect it. If the return is approved, a refund will be issued to your original payment method within 7 to 14 business days. If the returned product does not meet the return conditions (e.g., if it is damaged or used), we reserve the right to reject the return or apply a restocking fee.
Defective or Damaged Products: Follow these steps:
1. Immediate Report:
Report any defect or damage to our customer service within 3 days of receiving the product.
2. Documentation:
Provide photos of the defect or damage along with your order number.
Available Options:
Depending on the situation, we can offer you a replacement product or a full refund.
Contact Us:
If you have any questions.
Email: kaibarcelona@bykai.es
Postal Address: Carrer de Sant Salvador, 109, Gràcia
Phone: +34 624 126 494