Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS


PART 1:

SHOPPING AT K + K

Find the products that you want

Browse or search and filter to find the items you are looking for. Click on a product to learn more about it

Add them to your "cart".

Input the quantity you wish to purchase and "add to cart." You can inspect your cart anytime by clicking on the "cart" icon on the upper right corner on the website.

Review your cart and check out.

Choose whether you are an existing or guest customer. Fill in the required details. Choose your preferred shipping and delivery option and your method of payment.

Order Summary.

We will send you a confirmation of your order and a dispatch note via email.

PART 2:

ORDERING

Are items ordered online available for "pick up" or "meet up"?

No not at the moment, but we are working on a "pick up in store" option which will be available presently.

Can I change or cancel my order?

You can change or cancel your order a few minutes after confirmation, while awaiting dispatch and up to the time that we send it. We aim to dispatch orders within 24-48 hours, so please get in touch with us immediately should you need to place additional products to your delivery, change details on your order, or cancel it completely by sending us an email with the details at ask@kaeratana.com. Please quote your order number for your confirmation email to help speed up the process.

Will I receive confirmation of my order?

Yes, after checking out your items, you should be directed to a confirmation page that provides you with an Order Number and all other important details about your order. We will also send you confirmation and receipt of your order via email shortly after you have placed your order. Please read and check the details carefully to make sure that they are correct. If you do not receive your order confirmation within the 24 hours, please email us to confirm that the transaction went through.

The availability of items in shop is not guaranteed up until the time of dispatch. We try our best to always manage the inventory and stock display of items, but very rarely due to manual or system errors, an item checked out may turn out unavailable. If this happens, we will inform you of this immediately upon dispatch of your other items, refund the amount you paid for the unavailable item, and reach out to you to provide you with the best options. We would like for you to always be able to shop with confidence, so we take extreme precautions against such cases happening.

We are working very hard to provide you with a smooth and amazing online shopping experience from the moment you browse for the goods that you want up to the time you receive your order. If something from our website gives you a little bit of hassle along the way, if you come across details that are not right, or if you need any help, please do not hesitate to email us at ask@kaeratana.com.

PART 3:

PAYMENT

What methods of payment do you accept?

We currently accept payment for transaction via PayPal and through Direct Bank Transfer. Details for the latter will be provided along with the confirmation email and you have 3 days (excluding weekends and holidays) to complete your direct bank transfer payment. Please be reminded that your order will not be shipped until funds have been cleared in our account. This clearing process might take up to a day.

Do you sell, give out, and accept gift cards?

Not at the moment but we will be launching soon a series of collectible gift cards exclusive for krafty + kaeratana. Please stay tuned for more details.

PART 4:

SHIPPING & DELIVERY

Where do you deliver?

Shipping is available within Metro Manila and anywhere in the Philippines. If you are an international customer, please contact us to check if we are allowed to ship to your country and to discuss details on delivery. Both local and international customers are welcome to try our range of digital and downloadable products, which do not require shipping.

How will my order be sent?

Your order will be sent via express local courier with tracking details. We aim to provide you with a secure and reliable delivery process every single time.

What are the delivery modes available?

You can choose how soon you would like your order to arrive at the checkout with options of Standard and Express delivery. We are also working on a free "pick up in store" option which will be available presently.

A } Standard Delivery Nationwidekrafty + kaeratana is shipping anywhere in the Philippines for a flat rate of PHP 70 (within the metro) and PHP 120 (nationwide.) Please expect your order within 3-5 working days but we do aim to desptach your order within 24-48 hours after placing it or finalising transaction.

B } Express Delivery NationwideShould you require your items to arrive reliably quicker, we also offer express delivery for PHP 225 anywhere in the country. Choose "Express Delivery" upon check out and your items will be delivered within 1-2 working days.

C } Free Shipping: Standard shipping is now free for a minimum order of PHP 3000. From time to time, we also offer Free Shipping vouchers. Follow us on Facebook to keep track of such and other promotions.

My order has been delayed, what do I do?

Please get in touch with us in the unlikely event that your order has not arrived within 5 days, quoting your order reference number from your confirmation email.

I backordered an Out of Stock item, how long will it take?

Backorders and pre-orders are under the k + k Special Orders system and usually take between 10-55 days to process and deliver. You will be notified about any progress and updates regarding your order. Please also note that items made by Special Order are still subject to availability.

For Special Order items, only at least 50% of invoice amount is required to secure your reservation. The remaining balance is due as soon as the item arrives and your orders will be shipped shortly afterwards.

For more information on the krafty + kaeratana Special Orders system, click here.

PART 5:

RETURNS & EXCHANGES POLICY

I want to replace my items, can I do that?

Yes! We offer replacement for items FREE of charge, if the items delivered to you did not arrive in excellent condition. Please send us an email (a) quoting your original order number, and (b) detailing the item or items you wish to replace. We will then send you confirmation of your request for replacement, along with a printable return slip and further instructions for returning your order by post. You can replace your items for any amount equal in value.*

I simply changed my mind about my order, can I return the item?

At krafty + kaeratana, we give you full rights to cancel or return your order (with the exception of Sale and Special Order items), without having to give a reason, any time within seven (7) days after receipt of items. If you're not 100% satisfied with your purchase, you can return your order by post for a refund of the items you have purchased and wish to return less a minimal 12% processing or "restock to shelf" fee, provided that the items are in mint, resalable condition with the packaging intact.

Please ensure (1) to inform us within 72 hours after you have received your items that you wish to make a return, and (2) that the items are returned to us within seven (7) days from receipt of items.

How do I process my return?

If you decide that you wish to return items you have purchased, please send us an email (a) quoting your original order number, and (b) detailing the item or items you wish to return. We will then send you confirmation of your cancellation or return by email within 24 hours, along with a printable return slip and further instructions for returning your order by post.

Do I get a refund for the shipping charges and does my refund come in store credits only?

We regret that, unless an item is defective, all shipping and delivery charges for return items are non-refundable, but you will be provided monetary refund of your purchases via the method of payment you chose upon check-out. We can provide store credits as well, but you will always have the option to get your money back if you wish.

How long will it take for me to get my refund?

Once we have received your return, we will process your refund and a credit will be applied to the original payment method within 7 business days.

*We cannot replace items bought on sale. Please note that our Returns and Exchange Policy does not apply to items purchased during Clearance or Warehouse or other sale programs. Items purchased on sale are final and cannot be returned or exchanged.

FOR ANY OTHER ISSUES & CONCERNS...

You may get in touch with us via any of these channels of your choice or convenience:

Facebook Page: krafty + kaeratana
Facebook CS Representative: Ask Kaeratana
Instagram: @kaeratana