Delivery & Policy

Shipping & Returns

We take as much care in getting your piece to you as we do in making it. Here's everything you need to know.

Shipping

Processing Time

Every Kaisha piece is handcrafted, so please allow 3–7 business days for your order to be prepared and carefully packaged. During peak seasons or after a new collection launch, processing may take a little longer. We’ll always keep you updated.

Shipping Within Australia

We ship from Australia using reliable carriers. Standard shipping typically takes 3–7 business days once dispatched, depending on your location. Tracking details will be sent to your email as soon as your order is on its way.

Packaging & Handling

Each piece is individually wrapped and packaged with care to ensure it arrives in perfect condition. We use protective materials to cushion delicate florals and secure lantern components during transit.

Returns & Exchanges

Change of Mind

We understand that sometimes a piece may not be quite right for your space. If you’d like to return or exchange an item, please reach out to us within 14 days of delivery. Items must be in their original condition, unused, and in the original packaging.

Damaged or Faulty Items

If your piece arrives damaged or faulty, please contact us within 48 hours of delivery with photographs of the issue. We’ll work with you to arrange a replacement or refund as quickly as possible.

Return Shipping

For change-of-mind returns, return shipping costs are the responsibility of the buyer. For damaged or faulty items, we’ll cover return shipping. Please don’t send items back without contacting us first — we’ll provide you with return instructions.

Questions?