General Shipping Questions

Do you offer free shipping?
Continental USA orders over $65 get automatic free standard shipping. Continental USA orders over $100 get free Express 2-Day shipping. PO boxes are not eligible for Express 2-Day shipping and will be shipped via standard shipping, regardless of shipping method chosen.

Please note that codes cannot be combined at checkout. Only one code per order.

If you are receiving an error message during checkout, please send us an email at hello@kailav.com with a screenshot of your web browser so that we may resolve the issue ASAP!

When can I expect to receive my order?
Please allow 1-3 business days for order processing. Once your order has shipped, you can expect to receive your order in 4-7 business days (excluding weekends and holidays) for standard shipping.

For Express 2-Day shipping, allow for two business days for your order to arrive once it has shipped. Due to COVID-19, please anticipate delays.

I accidentally entered the wrong shipping address when I placed my order, what can I do? 
Please contact hello@kailav.com immediately to provide the correct shipping address (include your order number in your email). Once your order has begun processing, we cannot change the address.

My order was returned to sender. What can I do?
Please contact hello@kailav.com with your order number and a different shipping address. For orders returned to sender, it is necessary for the customer to pay shipping for the new parcel with your items.

I received a delivery notification, but my package is missing. 
Once your package has been delivered, Kailav is not liable for stolen/missing packages. If you bought shipping insurance via Route during checkout, you may file a claim via their company.  

Can I return the items in my order?
We are unable to accept returns. If you are unsatisfied with your order, please contact us at hello@kailav.com 

The product I bought arrived damaged
Each Kailav product is inspected prior to shipping, but unfortunately damage may occur during shipping. If you bought shipping insurance via Route during checkout, you may file a claim via their company.  

Can I exchange items in my order?
We do not accept exchanges or returns. All sales are final.

International Shipping Questions

Does Kailav ship to my country? 
We currently ship to select international countries (Australia, Canada, Mexico, and New Zealand). We are working very hard behind the scenes to bring you international shipping for the rest of the world. Follow us @kailavbeauty on Instagram to stay updated!

How much do I pay for shipping?

Duties must be paid upon delivery for all international orders. The cost for shipping your order depends on your address.

How long will it take for my order to arrive?
Delivery time varies depending on the carrier, service level, and your address. Expect delivery delays due to customs clearance or COVID-19. Carriers are experiencing a higher than usual volume of packages, which is causing delays for international customers. Please allow for 1-3 business days for order processing prior to shipping.

Why do I pay duties and taxes?
All landed costs (duties, taxes, and fees) are collected on imports by your country’s customs authorities. The order value, shipping charges, types of commodities and their value, country of manufacture, and trade agreements all dictate the import duties, taxes, and fees levied by your country. The duties and taxes are mandatory and must be paid upon delivery.

Product Questions

Is Kailav a cruelty-free brand?
Yes! We are proudly cruelty-free.

Are Kailav products vegan?
All of our products are vegan.

How can I show you the makeup looks I create using Kailav products?
Please tag us on Instagram @kailavbeauty and use the hashtag #kailavbeauty to share your artwork with us! We love seeing all your creative looks!  

Got any other questions? Email us at hello@kailav.com