Shipping Policy

At Kaya Maise, operated by CLEKEMA, we want your delivery experience to feel clear, reliable, and straightforward from the moment you place your order.

We currently serve customers throughout the United Kingdom and offer Free Standard Shipping on all orders.

This Shipping Policy explains our processing times, estimated delivery windows, address requirements, tracking, delays, and what to do if there is an issue with your shipment.

Business Information

Store Name: 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

Shipping Destination

Kaya Maise currently ships exclusively to customers within the United Kingdom.

At this time, we do not offer delivery to countries outside the United Kingdom through our online store.

Free UK Shipping

We are pleased to offer:

Free Standard Shipping on all orders
No minimum order value required
No additional standard delivery charge at checkout

Any applicable order total will be clearly displayed before you complete your purchase.

Order Processing Time

Once your order has been successfully placed, it will enter our processing stage.

Our standard processing time is:

1 to 3 business days

Orders are normally processed on business days, excluding weekends and applicable public holidays.

Orders placed on weekends or public holidays will generally begin processing on the next available business day.

During periods of high order volume, promotional activity, seasonal demand, or operational disruption, processing may occasionally take slightly longer.

If a significant delay affects your order, we will make reasonable efforts to provide an update where appropriate.

Estimated Delivery Time

After your order has been processed and dispatched, estimated delivery within the United Kingdom is:

5 to 10 business days

This timeframe is an estimate and not a guaranteed delivery date.

Delivery times may vary depending on your location, courier operations, weather conditions, transportation disruptions, public holidays, or other circumstances outside our reasonable control.

Total Estimated Order Time

When processing and shipping are combined, customers should generally allow approximately:

6 to 13 business days from order placement

This is provided as a general estimate only.

Actual delivery may be faster or, in some circumstances, may take longer.

Order Confirmation

After placing your order, you should receive an order confirmation email at the email address provided during checkout.

Please review your confirmation carefully to ensure that your:

Name
Delivery address
Ordered items
Contact information

are correct.

If you notice an error, please contact us as soon as possible at support@kayamaise.com.

Shipping Confirmation and Tracking

Once your order has been dispatched, you may receive a shipping confirmation email containing tracking information where available.

Please allow some time after dispatch for tracking information to become active within the courier's system.

Tracking updates are managed by the applicable delivery provider and may occasionally take time to refresh.

Delivery Address Requirements

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please ensure that your address includes all relevant information, such as:

House or building number
Street name
Flat or apartment number, where applicable
City or town
Postal code
Any other information reasonably required for delivery

Kaya Maise cannot guarantee successful delivery where incomplete or incorrect address information has been supplied.

Changing Your Delivery Address

If you need to change your delivery address after placing an order, please contact us immediately at:

support@kayamaise.com

We will make reasonable efforts to update the address if the order has not yet been processed or dispatched.

Once an order has entered fulfilment or has been shipped, we may no longer be able to change its destination.

Failed Delivery Attempts

If a courier is unable to successfully deliver your parcel, they may:

Attempt delivery again
Leave instructions for redelivery
Direct the parcel to a collection location
Return the shipment to the sender

Customers should follow the instructions provided by the courier where applicable.

If a parcel is returned due to an incorrect address, repeated failed delivery attempts, refusal, or failure to collect the shipment, please contact us so we can review the available options.

Delayed Shipments

Although we aim to deliver orders within the estimated timeframe, delays can occasionally occur.

Possible causes include:

Courier disruptions
Severe weather
Transportation issues
Seasonal order volume
Public holidays
Operational delays
Address verification issues
Other circumstances outside our reasonable control

If your order has not arrived within the expected timeframe, please contact us at support@kayamaise.com.

Our team will review the available shipment information and help determine the appropriate next step.

Lost or Missing Parcels

If tracking information indicates a delivery issue or your parcel has not arrived after a reasonable period, please contact our customer support team.

Please include:

Your full name
Order number
Delivery address
Any relevant tracking information

We may need to work with the applicable delivery provider to investigate the shipment before determining the appropriate resolution.

Damaged Parcels

We aim to ensure that products are packaged appropriately for transportation.

If your parcel arrives visibly damaged, please inspect the contents carefully.

If the product itself is damaged, please contact us as soon as possible at support@kayamaise.com and provide:

Your order number
A description of the issue
Clear photographs of the damaged product
Photographs of the packaging where relevant

We will review the information and work with you toward an appropriate solution in accordance with our Return and Refund Policy and applicable consumer rights.

Incorrect or Missing Items

If you receive the wrong product or an item is missing from your shipment, please contact us promptly.

Please provide:

Your order number
The product you expected to receive
The product you actually received, where applicable
Photographs where helpful

Our team will review the issue and assist with the appropriate resolution.

Multiple Shipments

Orders containing multiple products may occasionally be delivered in separate parcels.

If this occurs:

Items may arrive on different dates
You may receive more than one tracking number
You will not be charged additional standard shipping fees simply because an order is split into multiple shipments

Please review all tracking information before reporting an item as missing.

Refused or Unclaimed Deliveries

If a delivery is refused or left unclaimed and returned, please contact us.

Any further action will depend on the circumstances of the return, applicable delivery costs, and your rights under relevant consumer law.

Delivery During Peak Periods

During busy periods such as seasonal sales, major holidays, or unusually high demand, both processing and delivery may take longer than usual.

We appreciate your patience during these periods and will continue making reasonable efforts to process and dispatch orders as efficiently as possible.

Customs and Import Charges

Kaya Maise currently targets customers in the United Kingdom.

Where customs, taxes, duties, or import-related procedures apply to a shipment, the treatment of those charges will depend on the applicable order and delivery arrangement.

Any charges that are specifically payable by the customer should be disclosed where required before purchase or otherwise handled in accordance with applicable law.

Delivery Responsibility

We are responsible for fulfilling orders in accordance with the purchase agreement and applicable consumer law.

Customers are responsible for providing accurate delivery information and following reasonable courier instructions where necessary.

Nothing in this Shipping Policy limits statutory consumer rights that cannot legally be excluded.

Shipping Information on Product Pages

Where estimated delivery information is shown on an individual product page, it should be read together with this Shipping Policy.

If there is any material difference, customers should contact us before ordering for clarification.

We aim to keep shipping information consistent throughout our website.

Contact Us About Shipping

If you have any questions about shipping, tracking, delivery, or an existing order, please contact us.

When contacting us about an order, please include your order number whenever possible so we can assist you more efficiently.

Thank you for choosing Kaya Maise, operated by CLEKEMA. We appreciate your trust and look forward to helping deliver beautiful indoor lighting to homes across the United Kingdom.