How do I request a refund? How long does it take to receive it? Why is the refund amount different from the original payment?

If you have any concerns about the product you received, please feel free to contact our customer service team—we'll provide a fair solution based on your situation.

How to Request a Refund

Please email the following to service@kyayu.com:

📌 Order number

📌 Reason for refund (brief explanation)

📌 Supporting evidence (e.g., photos/videos)

Our team will respond within 24 hours with next steps.

Refund Processing Time

All refunds will be issued to the original payment method. The actual time required for the funds to be credited depends on your payment method:
· PayPal: Typically within 2 business days

· Credit/Debit Card: Usually 5–14 business days (subject to bank processing and international settlement)

Why Is the Refund Amount Different?

Differences may be caused by:

· Exchange rate fluctuations (for international transactions)

· Cross-border transaction fees

· Bank processing fees

If you have any questions about the refund amount, please reply directly to the original refund notification email, or contact us again at service@kyayu.com. We will review the details and respond within 24 hours.

Where is your company based? Where are orders shipped from?

We are an established international e-commerce company with over 2,000 employees, operating across the United States, Malaysia, Thailand, Singapore, Hong Kong, the United Kingdom, and more. Orders are shipped from the nearest available warehouse based on your delivery address and inventory availability to ensure faster delivery. For inquiries, please contact: service@kyayu.com

I have completed my payment but haven't received any order notifications. How can I modify or cancel my order?

Order Notifications
After your payment is successfully completed, an order confirmation email will be automatically sent to the email address you provided when placing the order. Once your package has been shipped, you will receive a shipping notification containing the tracking number.

If you have completed your payment but have not received any emails, please follow these steps:
· Check your spam/junk folder — the notification email may have been mistakenly filtered as spam.
· Search your inbox — try searching for "yourdomain" to make sure the email hasn't been overlooked.
· Contact customer service — if you still cannot find any emails, please send an email to service@kyayu.com using the email address you provided when placing your order. We will promptly verify your order status for you.

Order Modifications & Cancellations
Orders can only be modified or canceled before they are shipped. We typically arrange shipment within 48 hours after payment. Once the package has been dispatched and entered the shipping process, no further changes can be made.
If you need to modify or cancel your order, please email service@kyayu.com within 48 hours of payment, and include your order number and details of your request. Our customer support team will handle your request as soon as possible after receiving your email. Thank you for your understanding and cooperation.

How long will delivery take after placing an order, and what if it's delayed?

Shipping & Delivery Time
1. Processing time: Orders ship within 48 hours
2. Delivery time: Typically 5–14 business days for international shipping
3. Force majeure: Delays may occur due to weather, customs inspections, or public holidays. We appreciate your understanding.

If Your Package Is Delayed
1. Track your order
You will receive tracking details via email after shipment and can track your package at any time.
2. Common situations
a. Marked as delivered but not received: Please check with your neighbors or family members, and inspect your mailbox, garden, or other possible delivery locations. You may also contact the delivery driver for assistance.
b. No updates for an extended period or abnormal status (e.g., incorrect address, returned package): Email your order number to service@kyayu.com, and we will assist within 24 hours.

What payment methods do you accept? Is my payment secure?

We accept most credit cards (Visa, Mastercard, and American Express), as well as PayPal, Apple Pay, Google Pay, and a variety of local payment methods. All transactions are processed through secure, encrypted payment gateways. We do not store any of your card information, so you can shop with confidence.

What currency will I be charged in? Are taxes included? Why is the amount on my statement different from my order total?

The prices shown at checkout are based on the currency displayed on our website (such as USD, EUR, or GBP). All prices shown on our website are tax-inclusive, and you will not be charged additional taxes upon delivery. If the amount shown on your statement differs from your order total, it is usually due to exchange rate fluctuations or transaction fees charged by your card issuer. For detailed information, please contact your card issuer directly.

What should I do if my payment fails?

Please try the following steps in order. In most cases, the issue can be resolved immediately:

1. Refresh or close the page and place your order again.
2. Verify your card information: Make sure the card number, expiration date, and security code (CVV/CVC) are entered correctly.
3. Check your available balance and spending limits: Ensure that your card has sufficient available funds and that you have not exceeded your per-transaction or daily spending limit.
4. Review any notifications from your bank: Some banks may block transactions due to risk control measures.

Recommended solution: Switch to another payment method (for example, replace your credit card with PayPal) or use another card. This is often the fastest way to complete your purchase successfully. You may also contact your card issuer to determine the specific reason for the failed transaction.
Please note: Avoid submitting multiple payment attempts within a short period of time to prevent your card from being temporarily locked.

 How do I use a discount code? How can I get more discounts?

How to Use a Discount Code
At checkout, enter your code in the “Discount Code” box and click “Apply.” Your total will be updated automatically.

If the code doesn't work, please check the following:
· Whether the code has expired
· Whether order requirements are met (e.g., minimum spend or eligible items)
· Refresh the page and try again
If the issue persists, please email your order number and discount code to service@kyayu.com, and our support team will assist you.

How to Get More Discounts
Prices listed on our website already reflect our best offers. To receive exclusive deals and updates on new arrivals, subscribe to our emails at the bottom of our homepage. Subscribers will receive occasional special promotions and curated product recommendations.

Why can't I select my country or region during checkout?

If your country or region does not appear in the shipping address list, it means we currently do not offer delivery to that location. We apologize for any inconvenience and appreciate your understanding.

Are the products the same as shown in advertisements? What is your return/exchange policy? How long is the warranty?

Our product images are taken from real items and aim to accurately represent details. However, due to differences in display settings, slight color variations may occur and are not considered defects. Thank you for your understanding.

If the item you receive differs significantly from the description, please keep the product and take photos as evidence, and contact us as soon as possible.

Return & Exchange Policy
✅ Non-quality issues
Returns or exchanges are accepted within 30 days of delivery, provided the item is unused and in its original packaging.
✅ Quality issues
If your item is defective, damaged, or missing parts, please provide photos and your order number. We offer a 100% hassle-free return or replacement.

How to Request a Return/Exchange
Email your order number, photos of the issue, and reason for return to service@kyayu.com. We will respond within 24 hours with further instructions.

Warranty
We provide a 180-day warranty on all products. If a non-human-caused defect occurs within this period, please email service@kyayu.com with your order number and supporting evidence (photos/videos). For any other warranty-related inquiries, you are also welcome to contact us at the same email address.

Thank you for your trust—we're here to help.

How can I request a commercial invoice?

Once your payment has been successfully processed, you may request a commercial invoice by emailing service@kyayu.com using the email address you provided when placing your order. Include “Invoice Request” in the subject line and provide your order number. Our team will send the invoice to your email address within 24 hours.

Do you have physical stores? How can I learn more about products? How can I contact you?

We are an established e-commerce brand with over 20 years of experience, specializing in direct online sales. Currently, we do not operate physical stores.
Product pages include detailed information such as size, materials, and usage instructions. If you need additional details, please email your questions (including the product name) to service@kyayu.com. Our support team will respond within 24 hours. At this time, we do not offer phone support.

Why was my order canceled?

Orders may be canceled for the following reasons:
· Payment verification failed (such as an incorrect CVC code or billing address mismatch).
· The shipping address is located in a high-risk area or cannot be serviced.
· The item is temporarily out of stock and cannot be replenished.
· The order was flagged as unusual by our risk control system (for example, multiple orders placed within a short period of time).

If your order is canceled, you will receive a full refund to your original payment method. If you have any questions, please contact us at service@kyayu.com. We will respond within 24 hours. At this time, we do not offer phone support.

Can I use Klarna's "Buy Now, Pay Later" service?

We currently support Klarna payments. When using Klarna, please note:
If you have any questions about your order (such as non-delivery or return requests), please contact us by email first. We will be happy to assist you in resolving the issue. We kindly recommend contacting us before opening a dispute with Klarna, as this may help avoid any impact on your future use of Klarna services.