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FAQs

About Kay Kraft

Where can I buy Kay Kraft products in Bangladesh?

We retail our products through exclusive company-owned stores at Dhaka and Chittagong. For a detailed list of Kay Kraft stores in Bangladesh, visit Stores on the bar above. We also offer online sales through our Kay Kraft website at www.kaykraft.com

Are Kay Kraft products available internationally?

Yes, we now offer online sales through our Kay Kraft website at www.kaykraft.com to all the countries of the world except Israel.

Are Gift Vouchers available at the stores?

No. Gift Vouchers are not available at all our stores.

About our Products

Where are your manufacturing facilities located?

Kay Kraft does have a company owned production unit. Our mission has always been to work with village-based artisans across Bangladesh employing their regional textile skills. This commitment has helped preserve the traditional crafts of Bangladesh and created employment opportunities in rural areas.

Are all Kay Kraft products handmade?

We try to maximize the handmade process, using hand-woven, hand block-printed fabrics and vegetable dyes as far as possible. If a power loom is used, the fabric is decorated using hand processes such as block printing, embroidery, embellishing etc.

Do Kay Kraft sizes conform to international norms?

There are no true international norms for clothing and home textiles as every company tends to have its own sizing standards. Please refer to our Size Guide where we have suggested basic guidelines of how Kay Kraft sizing compares to other international sizing. The best approach is to take your own measurements and compare these to our measurement charts.

What are the advantages of handloom fabrics?

The handloom process and techniques of production gives the textile a unique character. In addition, handloom fabrics breathe well, are cool in summer and retain body warmth in the winter.

Shopping

How do I shop online?

Please refer to our How To Order page which walks you through the shopping process.

How will I know if you have received my order?

During the payment process you will be given a confirmation that your credit card has been successfully processed. You will also be given an order confirmation number through an email from Kay Kraft.

How do I check my order status?

You can view your order status at any time once you have placed your order, through My Orders options after logging in to your Kay Kraft account on Kay Kraft website. We try and dispatch all the orders from our warehouse within two working days and then you can track your order from Track your order option on the homepage of www.kaykraft.com through the FedEx tracking system.

Is it safe to use my credit card online at Kaykraft.com?

Our website does not retain any Credit Card information. For the transaction we redirect you to SSL secured BRAC BANK payment gateway. (which has 128 bit SSL encryption). Please review our Security Privacy Policy for further details.

What if an item is out of stock?

We make every effort to keep all products in stock. However, there may be times when unexpected demands exceed our supply. If you place an order for an item which is not in stock, we will inform you through an email and credit your credit card within two business days of purchase. We will not retain your request for an out of stock product in a back order system. In the future, we hope to be able to notify you when an out of stock item becomes available which would allow you to place a new order for this product.

Do I have to sign up for a Kay Kraft account to buy something at Kaykraft.com?

You do not have to create an account on kaykraft.com when you place an order, and can simply proceed as a Guest Shopper. However, there are several benefits to creating an account. Please refer to the My Account page for more details.

Shipping

Will I be charged for Entry taxes in case of domestic shipping?

All of Kay Kraft orders are shipped within Bangladesh from our warehouse in Dhaka to your provided shipping address via Sundarban Courier Service. The majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent duty charges will be levied. In the case where additional duties or taxes are assessed, customer will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with Sundarban Courier Service to clear your goods for you and deliver them to your doorstep. If you are presented with an invoice/receipt from Sundarban Courier Service for any duties and taxes, you will have to pay Sundarban Courier Service directly at the time of delivery.

How long will it take to receive my order?

In case of International deliveries your order will take approximately 8-10 business days to reach you and in case of domestic shipping i.e shipping within Bangladesh it will take approximately 3-4 business days. We make every effort to process your order as quickly as possible. We usually require 5 working days to process your order. However if the quantities ordered are more than 5 pieces per product per style, or in case the item ordered is under production it may take longer to process the order. In such cases we keep you posted through email. All international orders are shipped via FedEx which provides delivery within 8-10 business days and all domestic order are shipped via Sundarban Courier Service which provides delivery within 3-4 business days.

Do you offer expedited shipping?

No. At this point we are unable to offer overnight or expedited delivery service. The only delivery service level which we provide for International shipping is FedEx which provides delivery within 8-10 business days. For shipping within Bangladesh we provide Sundarban Courier Service which provides delivery within 3-4 working days.

How is my order shipped?

All Kay Kraft orders are shipped door to door, via FedEx internationally, and via Sundarban Courier Service within Bangladesh from our warehouse in Dhaka, Bangladesh to your provided shipping address.

Do you ship backorders?

No. We aim to keep every item on our website in stock. If there is an item which you purchase and then we realize this item is not available, we will promptly inform you within 2 working days of your purchase and fully refund your money for the out of stock item.

Will everything ship together?

Yes. Because we do not process backorders, whatever is in stock will be shipped together.

Can I ship different items in my order to different shipping addresses?

We can only process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders.

Can my order ship to a Post Office Box?

No. Since we offer door to door deliveries through FedEx or Sundarban Courier Service therefore you must include full address details including a street address for the shipping address.

What are the shipping costs?

Shipping cost is fixed per item. We charge a flat rate of $30 for all foreign purchases. For domestic deliveries i.e deliveries within Bangladesh we charge Taka 150.00 per item.

Will I be charged for customs charges in case of international shipping?

All of Kay Kraft orders are shipped internationally from our warehouse in Dhaka, Bangladesh to your provided shipping address via FedEx. Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent customs duty charges will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with FedEx to customs clear your goods for you and deliver them to your doorstep. If you are presented with an invoice from FedEx for import duties and taxes, you will have to pay FedEx directly at the time of delivery.

How do I track my order?

You can track your order on our Order Tracking page. If you do not have a tracking number or delivery confirmation number, please contact us. If you are not sure whether or not your order has shipped yet, you can check the status of your recent orders in My Account

Can I change my shipping address after placing my order?

Once we receive your order, we take approximately 3 working days to process your order before handing it over to FedEx or Sundarban Courier Service. If you would like to change your shipping address for an order which you have already placed, we will try to accommodate your requests if we still have the package in our possession. Please contact us with your requested change and we will send you an email reply to confirm if we were able to make the change. If we have already handed your order over to FedEx or Sundarban Courier Service then we are unable to make any shipping address changes.

Why was my package undeliverable?

In case of International and domestic shipping FedEx or Sundarban Courier Service will attempt delivery 3 times at the delivery address specified by you in the order, before they contact us that your package is not deliverable. If you have not received the package, you can track the package through the Order Tracking facility. If the package status is shown as undeliverable please call FedEx or Sundarban Courier Service at their local number and quote your tracking number to trace your package.

Here are some reasons why your package may be determined undeliverable by FedEx:

Incorrect Address: Kay Kraft does not take responsibility if the delivery address provided by you is incorrect or outdated. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closes, and no refund will be issued. Please carefully check to make sure that you have supplied a current and correct shipping address.

Address Format: If you supply a Post Office Box for your shipping address, FedEx is unable to deliver your package. We will try to catch this problem prior to shipping. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closes, and no refund will be issued. Please make sure that you do not supply a Post Office Box address for your shipping address.

Failed Delivery Attempts: In case of International and domestic deliveries FedEx or Sundarban Courier Service will make three attempts to deliver your package.

Billing & Payments

In case the Delivery destination is outside Bangladesh will I be charged sales tax?

You will not be charged sales tax because we ship your order from Bangladesh. Please refer to Duties and taxes section under our Terms of Use for more information on taxes and duties.

What payment methods do you accept?

We accept all BRAC Bank VISA & MasterCard and any VISA & MasterCard (an online real-time authorization is done through the Brac Bank Secured Payment Gateway. A further layer of security is provided by VISA and MasterCard network.)

When will my credit card be charged?

Your credit card will be charged at the time of placing your order through our secured payment gateway. (an online real-time authorization is done through the Brac Bank Secured Payment Gateway. A further layer of security is provided by VISA and MasterCard network.)

What currency will my order be billed in?

Your order will be billed in the currency of your debit / credit card. All the prices shown on Kay Kraft website would be in US$ or Bangladeshi Taka. For all deliveries in Bangladesh, you would view and pay the Bangladeshi Taka prices. While for all international deliveries outside of Bangladesh, you would view the US$ prices

Can I change my billing address?

In order for us to successfully process your credit card, you must provide the billing address which is used for your credit card.

Customer Service

How do I contact customer service?

Please email us through our Contact Us page.

How do I remove my name from your email list?

Please login to your account and choose Newsletter Subscriptions and then untick the newsletter(s) if you don't wantt to subscribe to.

Will you share my information with others?

No, we will not share your information with others. For more details, please read our Privacy Policy.

Can I email my order?

Yes. You can email us your order at customer.care@kaykraft.com.

Can I call in my order?

Currently we do not have a call in number for placing orders. Please follow the steps in the online checkout process on the website.

If I have problems with my order, whom should I contact?

If you have any problems or concerns about your order, please email us at customer.care@kaykraft.com..

How can I modify my order?

You can modify your order at any time during the shopping process by editing / modifying your shopping cart. Once you confirm payment for the items in your shopping cart, the order is considered as final and cannot be modified.

How can I cancel my order?

Once you confirm payment of your order, your order cannot be changed or cancelled. You will need to contact us through the Request for Cancellation button under My Account within 12 hours of placing your order for us to be able to confirm this cancellation. In case we have already processed your order you will be advised that the cancellation is not possible. As we aim to maintain quick turn around times on our order processing, dispatch and deliveries, we may not be able to support your request unless it is received within the stipulated time frame. Cancellations are solely at the discretion of Kay Kraft.

Returns & Exchanges

What is your return policy?

At Kay Kraft we stand behind the quality of our products and we will provide a full refund for the cost of the product if you are not satisfied with your purchase for any reason. Returns must be made within 30 days of receiving the goods. Shipping charges will not be refunded and customers are required to pay for the shipping costs to return the goods. Please Click here to know more about our Returns Policy.

Note: Customers can not return or exchange an item which has been purchased online at any of our retail stores, and similarly retail store purchases cannot be returned through our Online Store.

When will I receive a refund for my returned products?

All credits will be issued only to the credit/debit card used for making the original purchase. Once we receive your returned item(s) we will issue your credit and send you an email confirmation. Please allow one billing cycle for the credit to appear on your credit/debit card statement.

How do I exchange an item?

In order to exchange an item you need to go through the returns process as described above. We will refund your credit/debit card once we receive the returned merchandise. You must place a new order for the replacements you would like.

Gift Certificates

How do gift certificates work?

Currently we do not offer gift certificates for online redemption. Any Gift Certificates can only be used at one of our Kay Kraft retail stores. We hope to offer online Gift Certificates that can be used for online shopping in the near future.

Can I have the product gift wrapped?

In the future we hope to offer this service.

Can I include a gift message with the package?

In the future we hope to offer this service.

Do you have a gift registry?

We do not currently offer a gift registry but plan to add this feature in the near future.