Frequently Asked Questions

Why are your products made in South Korea?

KAESA products are proudly designed and manufactured in South Korea, where we partner with experienced manufacturers and skilled artisans known for their exceptional craftsmanship and attention to detail.

Manufacturing in Korea allows us to maintain high standards of quality, durability, and consistency while working closely with our production partners throughout the development process. We believe that thoughtful design, careful material selection, and expert craftsmanship are essential to creating products that are built to last.

Why is cactus leather considered a sustainable material?

Many KAESA products feature innovative plant-based materials, including cactus leather.

Our cactus leather is produced using responsibly cultivated nopal cactus, a resilient plant that requires significantly less water than many traditional agricultural crops. Compared to conventional animal leather, cactus leather production generally requires fewer natural resources and avoids the use of animal hides.

The material also reduces reliance on certain petroleum-based synthetic materials while offering durability, flexibility, and a premium appearance.

While cactus leather incorporates renewable plant content, it may also contain recycled or synthetic components to improve strength, durability, and performance. As a result, it is not fully biodegradable.

At KAESA, we continually evaluate emerging materials and manufacturing technologies to reduce our environmental impact while maintaining the quality and longevity our customers expect.

Will I have to pay import duties, tariffs, VAT, GST, or customs fees?

International orders may be subject to import duties, customs fees, tariffs, value-added tax (VAT), goods and services tax (GST), brokerage fees, or other charges imposed by your destination country.

These fees are determined by your local customs authority and are generally not included in the purchase price or shipping charges unless explicitly stated during checkout.

Customers are responsible for any applicable import charges required by their country. Customs regulations and tariff policies may change over time, and KAESA cannot predict or control these government-imposed fees.

If a shipment is refused because duties or taxes are not paid, any resulting return shipping costs, customs charges, or carrier fees may be deducted from any eligible refund, where permitted by applicable law.

How long does customs clearance take?

Customs processing times vary by country and are determined by local customs authorities.

Most international shipments clear customs within 1–5 business days, although processing may take longer during peak shipping seasons, holidays, increased inspection periods, or due to local customs requirements.

KAESA and our shipping partners cannot control customs processing times once a shipment has arrived in the destination country.

Why does KAESA ship with UPS?

We partner with UPS because it offers reliable international shipping, comprehensive package tracking, customs brokerage services, and delivery to customers in many countries worldwide.

UPS provides efficient international logistics, allowing us to offer dependable delivery and shipment visibility throughout the shipping process.

Delivery times are estimates provided by UPS and are not guaranteed.

Can I return international orders?

Eligible international orders may be returned in accordance with our Return Policy.

To qualify for a return, products must be:

- Unused and in their original condition

- Returned with original packaging, tags, and accessories

- Accompanied by proof of purchase

- Returned within the applicable return period

Unless the return is due to a verified manufacturing defect or an error on our part, customers are generally responsible for return shipping costs as well as any applicable customs duties, taxes, brokerage fees, or other import-related charges associated with the return, unless otherwise required by applicable law.

Please contact hello@kaesa.co before returning any international order so we can provide return instructions.

Do you ship worldwide?

We ship to many countries around the world.

Shipping availability depends on carrier coverage, international trade regulations, local customs requirements, sanctions, and applicable export restrictions.

Certain destinations may be temporarily unavailable due to geopolitical events, shipping carrier limitations, or government regulations.

If your country is unavailable during checkout, please contact us at hello@kaesa.co, and we'll do our best to assist you.

How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your UPS tracking number.

Tracking information may take up to 24 hours to become active after your shipment has been processed.

What if my package is delayed?

Delivery estimates are provided by UPS and may be affected by customs inspections, severe weather, public holidays, transportation disruptions, or other circumstances beyond our control.

If your tracking information has not been updated for several business days, please contact us at hello@kaesa.co, and we'll be happy to assist.

What if my package arrives damaged?

If your package arrives damaged, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

- Your order number

- Photographs of the packaging

- Photographs of the damaged product

- A brief description of the issue

We'll review your claim and work with you to determine the appropriate resolution.

What payment methods do you accept?

We accept major credit cards and other payment methods supported by Shopify and available in your region. Available payment options will be displayed securely during checkout.

What is your Warranty Policy?

Limited Warranty

KAESA stands behind the quality of our products. We warrant that our products will be free from defects in materials and workmanship under normal use for one (1) year from the date of delivery.

This warranty applies only to the original purchaser and is non-transferable.

This Limited Warranty gives you specific legal rights, and you may also have other rights that vary by state, province, or country. This warranty is provided in addition to, and does not replace, limit, or otherwise affect, any statutory consumer protection rights you may have under applicable law, including, where applicable, the implied warranties and statutory guarantee periods available to consumers in the European Economic Area, the United Kingdom, and other jurisdictions, which apply independently of and alongside this warranty. A copy of this warranty is available prior to purchase upon request at hello@kaesa.co.

What Is Covered

This warranty covers verified manufacturing defects, including:

- Faulty stitching

- Broken hardware due to manufacturing defects

- Defective zippers

- Manufacturing defects in materials

- Construction defects affecting normal use

At our discretion, KAESA will:

- Repair the product

- Replace the product with the same or a comparable item

- Issue a refund if repair or replacement is not reasonably available

What Is Not Covered

This warranty does not cover:

- Normal wear and tear

- Scratches, scuffs, or cosmetic aging

- Color changes from sunlight or normal use

- Damage caused by accidents, misuse, abuse, or negligence

- Water damage or exposure to harsh chemicals

- Improper cleaning or storage

- Unauthorized repairs or alterations

- Damage caused by excessive weight or improper use

- Natural variations in plant-based or recycled materials

Warranty Claims

Please email hello@kaesa.co with:

- Order number

- Description of the issue

- Clear photographs

- Contact information

Claims are typically reviewed within 5–10 business days.

Do you offer wholesale?

KAESA partners with qualified retailers, boutiques, distributors, corporate buyers, and other business partners worldwide.

For wholesale inquiries, please contact us at: hello@kaesa.co

Please include:

- Company name

- Website

- Store location(s)

- Products of interest

- Estimated order volume

Our team will be happy to discuss wholesale opportunities and provide additional information.

Do you offer corporate gifts?

We offer corporate gifting solutions for businesses, organizations, conferences, employee recognition programs, client appreciation, and special events.

Depending on order quantities, we may be able to provide:

- Volume pricing

- Customized packaging

- Personalized gift notes

- Bulk shipping options

Please contact hello@kaesa.co for more information.

Purchase Options Policies

Order Acceptance

All orders placed through our website are subject to acceptance and availability.

Receipt of an order confirmation does not constitute acceptance of your order. KAESA reserves the right, at its sole discretion, to refuse, cancel, or limit any order for reasons including, but not limited to:

- Product availability

- Pricing or typographical errors

- Suspected fraudulent activity

- Payment authorization issues

- Violations of these Terms

- Compliance with applicable laws or regulations

If an order is cancelled after payment has been received, a refund will be issued to the original payment method.

Product Availability

Product availability displayed on our website is subject to change without notice.

Occasionally, products may become unavailable after an order has been placed due to inventory discrepancies, manufacturing delays, or supplier issues.

In such cases, KAESA may:

- Cancel the order

- Offer a substitute product

- Delay shipment

- Issue a full refund

Promotional Codes

Promotional codes, discounts, coupons, and special offers are subject to the following conditions:

- Valid only during the stated promotional period.

- May not be combined with other offers unless expressly stated.

- Cannot be applied to previous purchases.

- Have no cash value.

- May exclude certain products, collections, gift cards, or wholesale purchases.

- Are subject to cancellation in the event of pricing errors, technical issues, or misuse.

KAESA reserves the right to modify or discontinue promotions at any time without prior notice.

Payment Processing

Payments are processed through secure third-party payment providers.

KAESA does not store complete payment card numbers on its servers.

Payment providers process your payment information in accordance with their own privacy and security policies.

Pre-Order Policy

- Certain products may occasionally be offered as pre-orders.

- Pre-ordering reserves inventory from an upcoming production run.

- Estimated shipping dates are provided as estimates only.

Production schedules may change due to:

- Manufacturing timelines

- Material availability

- Quality inspections

- Shipping carrier delays

- Customs processing

- Other circumstances beyond our control

Customers will be notified if significant delays occur.

Payment is collected at the time the pre-order is placed unless otherwise stated.

Pre-order cancellations may be permitted before production begins, subject to our cancellation policy.

Gift Card Policy

Gift cards are available in select regions through our online store.

Redemption

Gift cards may be redeemed toward eligible purchases on kaesa.co.

Expiration

Gift cards do not expire unless required by applicable law.

Non-Refundable

Gift cards:

- Cannot be redeemed for cash except where required by law.

- Cannot be reloaded.

- Cannot be exchanged for another gift card.

- Lost or Stolen Cards

KAESA is not responsible for lost, stolen, damaged, or unauthorized use of gift cards.

Please treat gift cards like cash.

Balance

Any remaining balance will remain available for future purchases until fully redeemed.