Welcome to the Kaya Maise Frequently Asked Questions page.
We’ve answered some of the most common questions about shopping with us. If you can’t find the information you’re looking for, our customer support team is always happy to help.
You can contact us anytime at support@kayamaise.com, and we’ll do our best to respond as quickly as possible.
What is Kaya Maise?
Kaya Maise is an online retailer specialising in stylish indoor lamps and decorative lighting for homes. We proudly serve customers throughout the United Kingdom by offering carefully selected lighting solutions designed to complement a wide range of interior styles.
Where are you located?
Our registered business address is: Prinses Stefaniplein 19, 8400 Oostende, Belgium
Although our business is registered in Belgium, our online store is dedicated exclusively to customers within the United Kingdom.
Do you have a physical shop?
No. Kaya Maise currently operates as an online store, allowing us to serve customers across the United Kingdom conveniently through our website.
How do I place an order?
Simply browse our collection, choose the products you’d like to purchase, add them to your basket, and proceed to our secure checkout.
Once your order has been successfully placed, you’ll receive an order confirmation email.
Can I change my order after placing it?
If your order has not yet entered processing, we may be able to make changes.
Please contact us as soon as possible at support@kayamaise.com, and we’ll do our best to assist you.
Once an order has been prepared for dispatch, changes may no longer be possible.
Can I cancel my order?
Yes, provided your order has not yet entered processing or been dispatched.
Please contact us immediately if you wish to cancel your order.
If your order has already been shipped, it will need to follow our Return & Refund Policy.
Will I receive an order confirmation?
Yes.
After successfully placing your order, you’ll receive an email confirming that we’ve received your order.
You’ll also receive another email once your order has been dispatched.
Where do you ship?
We currently deliver exclusively within the United Kingdom.
At this time, we do not offer international shipping.
Do you offer free shipping?
Yes.
We proudly offer Free Standard Shipping on all orders delivered within the United Kingdom.
There is no minimum purchase required.
How long does delivery take?
Orders are generally:
Processed within:
1 to 3 business days
Delivered within:
5 to 10 business days after dispatch.
Delivery times are estimates and may occasionally vary due to courier services, weather conditions, or other unforeseen circumstances.
How can I track my order?
Where tracking is available, you’ll receive tracking information in your shipping confirmation email once your order has been dispatched.
Please allow a short period for tracking updates to appear.
My parcel hasn’t arrived. What should I do?
If your order hasn’t arrived within the expected delivery timeframe, please contact us.
We’ll investigate the shipment with our delivery partner and work towards resolving the issue as quickly as possible.
Are your lamps suitable for home use?
Yes.
Our products are intended for indoor residential use unless otherwise specified on the individual product page.
Please carefully review each product description before purchasing.
Will the product look exactly like the photographs?
We make every effort to display our products as accurately as possible.
However, colours and finishes may appear slightly different depending on your monitor, mobile device, lighting conditions, or screen settings.
Are product dimensions accurate?
We aim to provide accurate product measurements.
Minor variations may occasionally occur due to manufacturing tolerances.
Please review the product dimensions before placing your order.
Which payment methods do you accept?
We currently accept:
- Visa
- Mastercard
- American Express
- Maestro
- Apple Pay
- Google Pay
- PayPal
- Klarna
- Shop Pay
- UnionPay
Available payment methods may vary depending on your location, device, or payment provider.
Is your checkout secure?
Yes.
Our website uses secure checkout technology and trusted payment providers to help protect your payment information.
We never ask customers to send payment card details by email.
What currency do you use?
All prices on our website are displayed in British Pounds Sterling (£ GBP).
What is your return period?
We offer a 30-day return policy.
Eligible products may be returned within 30 days from the date of delivery.
Please review our Return & Refund Policy for complete eligibility requirements.
How long do refunds take?
Once your returned item has been received and approved, refunds are generally processed within 10 business days.
Your bank or payment provider may require additional time before the funds appear in your account.
Who pays for return shipping?
If the return is due to a damaged, defective, or incorrect item, we’ll work with you to arrange an appropriate solution.
For returns due to a change of mind or ordering the wrong item, return shipping costs are generally the customer’s responsibility unless otherwise required by applicable law.
What if I receive a damaged or incorrect item?
Please contact us within 7 days of receiving your order.
Include:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photos of the packaging where applicable
We’ll review the matter and work towards an appropriate resolution.
Do I need an account to place an order?
No.
You may be able to complete your purchase without creating an account, depending on the checkout options available.
Is my personal information protected?
Yes.
We take the protection of your personal information seriously and process personal data in accordance with our Privacy Policy.
We only collect information necessary to process orders, provide customer support, improve our services, and meet legal obligations.
How can I contact Kaya Maise?
You can contact our customer support team by email:
Email:
support@kayamaise.com
We aim to respond to enquiries as quickly as possible during our business hours.
What information should I include when contacting support?
To help us assist you more efficiently, please include:
- Your full name
- Your order number (if applicable)
- The email address used to place your order
- A detailed description of your enquiry
What are your customer support hours?
Monday to Friday
9:00 AM to 6:00 PM (United Kingdom Time)
Saturday
10:00 AM to 4:00 PM (United Kingdom Time)
Sunday
Closed
Messages received outside our business hours will be answered as soon as possible on the next working day.
Business Information
Kaya Maise
Company Name: CLEKEMA
Business Address: Prinses Stefaniplein 19, 8400 Oostende, Belgium
Email: support@kayamaise.com
VAT Number: BE1009.043.290
Company Number: 1.009.043.290
Still Need Help?
If your question isn’t answered above, we’d love to hear from you.
Our team is committed to providing friendly, professional, and timely support to every customer. Whether you need help choosing the right lamp, have a question about an order, or simply want more information about our products, we’re here to help.
Thank you for choosing Kaya Maise. We appreciate your trust and look forward to helping you brighten your home.