FAQ

Shipping & Delivery

How long until my order ships?
Every item is made to order, so please allow 2–7 business days for production before it ships.

How long does delivery take?
All orders may take 10–30 business days to arrive, after production.

Will I pay customs or import fees?
Possibly, for orders outside the EU. These are determined by your local customs authority and aren't included in our prices.

Returns & Refunds

Do I need to ship anything back?
No — we never require physical returns. Refunds are handled entirely by email.

Can I cancel if I change my mind?
EU & UK customers: yes — you have the legal right to cancel within 14 days of receiving your order, no reason needed. Use our withdrawal form or email us, and we'll refund you in full including standard delivery. Nothing to send back. Outside the EU/UK: because every item is made to order, we don't offer change-of-mind refunds — only claims for damaged, wrong, or lost items.

My item arrived damaged or wrong — what now?
Email contact@shopkaseo.com within 14 days of delivery with your order number, a short description, and clear photos and a short video showing the issue. Once verified, we'll send a free replacement or a full refund — your choice. Claims without photo and video proof can't be processed.

My order hasn't arrived — what do I do?
Contact us once the estimated delivery window has passed and we'll track it down or arrange a reshipment/refund if it's confirmed lost.

Orders

Can I change my order after placing it?
Contact us immediately — we may be able to adjust it before production starts, but can't guarantee changes once production has begun.

What payment methods do you accept?
All major cards plus any methods shown at checkout.