1. Our Approach

Every KASAI order is prepared with care before it leaves us. This Policy explains how we ship, where we deliver, what you can expect in terms of timing, and what happens if something goes wrong in transit.

2. Order Processing

2.1  Orders are processed on business days only, Monday to Friday, excluding Romanian public holidays.

2.2  Your order enters our fulfillment or production queue once payment has been confirmed in full.

2.3  Estimated dispatch windows by product type:

2.4  The dispatch window applicable to each product is stated on the product page. During periods of high order volume or exceptional circumstances, we may require additional time. We will notify you promptly by email.

2.5  You will receive a dispatch confirmation email with a tracking reference once your order has left our studio.

3. Delivery Destinations and Couriers

3.1  KASAI ships worldwide. We work with the following courier partners:

3.2  We reserve the right to use an alternative courier of equivalent or superior service level if our primary courier is unable to fulfil a specific delivery.

3.3  There are certain destinations we may be unable to ship to due to international sanctions, carrier restrictions, or local regulations. If we are unable to fulfil delivery to your address, we will notify you promptly and issue a full refund.

4. Estimated Delivery Times

4.1  Delivery estimates may be affected by customs processing, public holidays in the destination country, adverse weather, or other events outside our couriers’ reasonable control. KASAI is not liable for delays once your order has been dispatched.

4.2  For made-to-order items, the total time from order to delivery is the dispatch window plus the estimated delivery time. For example, a made-to-order item shipping to an EU destination may take up to 19 business days in total from order confirmation to arrival.

5. Shipping Costs

5.1  Shipping is complimentary on all orders delivered within Romania and the European Union, regardless of order value.

5.2  For orders delivered outside the European Union, shipping is complimentary on orders of €900 or above. For international orders below this threshold, the applicable shipping cost will be clearly displayed at checkout before payment is taken.

5.3  No additional shipping charges will be applied after your order is confirmed.

6. Customs, Duties and Taxes

6.1  All orders delivered within the European Union are shipped on a Delivery Duty Paid (DDP) basis for VAT purposes. Romanian VAT is included in the displayed price. No additional VAT or import duties will be applied upon delivery within the EU.

6.2  For orders delivered outside the European Union:

• The price displayed on our Website does not include import duties, customs fees, local sales taxes, or any other charges levied by the destination country’s customs authority.
• These charges are entirely the responsibility of the recipient and will be collected by the carrier or customs authority upon delivery.
• KASAI has no control over destination country customs regulations and cannot predict or calculate the applicable charges for your specific location.
• We recommend contacting your local customs authority before placing an order if you are uncertain about potential charges.
• KASAI is not liable for any delays caused by customs clearance in the destination country.

6.3  If a parcel is refused by the recipient due to unwillingness to pay applicable customs charges and is returned to KASAI, the original delivery cost and any return freight charges incurred will be deducted from your refund.

6.4  Key destination-country examples for reference:

These figures are indicative only and subject to change. Always verify with your local customs authority.

7. Tracking Your Order

7.1  Once your order is dispatched, you will receive a shipping confirmation email containing your tracking reference and a direct link to track your parcel.

7.2  Romanian orders can be tracked via the Fan Courier portal at www.fancourier.ro or through SMS updates sent to the phone number provided at checkout.

7.3  EU and international orders can be tracked via the DHL website at www.dhl.com or through the DHL app, available for iOS and Android.

7.4  If your tracking information has not been updated for more than 5 business days, please contact us at contact@kasai-studio.com and we will investigate with the courier on your behalf.

8. Delivery

8.1  Deliveries require a signature upon receipt. If no one is available at the delivery address, the courier will leave a notification card and attempt redelivery or hold the parcel at a local collection point.

8.2  It is your responsibility to ensure someone is available to receive the parcel at the address provided, or to arrange collection or redelivery promptly.

8.3  If a parcel is returned to KASAI due to an incorrect address provided by the customer, we will contact you to arrange redelivery. The cost of redelivery will be charged to the customer.

8.4  Please inspect your parcel upon delivery. If the outer packaging shows visible signs of damage, please note this with the courier at the time of delivery and contact us at contact@kasai-studio.com within 48 hours with photographs.

9. Lost or Damaged Parcels

9.1  Risk in your order passes from KASAI to the courier upon dispatch and from the courier to you upon confirmed delivery.

9.2  If your parcel has not arrived within 10 business days of the estimated delivery date, please contact us at contact@kasai-studio.com.

9.3  If a parcel is confirmed as lost by the courier, KASAI will offer you the choice of a replacement order dispatched at no additional cost (subject to availability) or a full refund of the purchase price and original delivery cost.

9.4  KASAI will not process a lost parcel claim until the courier’s investigation is completed. Courier investigations typically take 5 to 10 business days.

9.5  If your order arrives damaged, please retain all original packaging and contact us within 48 hours of delivery with photographic evidence.

10. Gift Orders and Third-Party Recipients

10.1  If you are shipping to a recipient other than yourself, please ensure the recipient’s correct delivery details are provided at checkout.

10.2  Delivery confirmation and transfer of risk occur upon receipt by the nominated recipient or at the delivery address.

10.3  If you are sending a gift to a destination outside the EU, please be aware that the recipient will be responsible for any applicable customs duties or taxes upon delivery.

11. Contact

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