MY ACCOUNT

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

Yes. You can browse through the collections without creating an account and add the products you like to the wishlist. But to be able to buy, you need to set up an account which is a fairly easy process.

If you are on your web browser, you can create an account by simply clicking on the account icon at the top right corner of the page and fill in your details. Alternatively, you can go to ‘My Account’ by clicking on the main menu on your mobile browser.

WHAT DO I DO IF I FORGET MY PASSWORD?

If you forget your password, go to the account icon at the top right corner of the page on your web browser and click on ‘Forgot Password’ to reset it. Alternatively, you can reset your password by clicking on ‘My Account’ in the main menu on your mobile browser.

ORDER & PAYMENTS

HOW DO I MAKE A PURCHASE?

You can follow these simple steps to make your purchase:

– Browse through our shop section.
– Once you have found an item, click on the ‘Add to Shopping Bag’ button on the product page.
– Review your selection by clicking the bag icon at the top right corner of the page and select ‘View Cart’.
– You can use the ‘Remove Item’ link to delete items from your shopping bag.
– If you wish to continue browsing, click on the ‘Continue Shopping’ button.
– To complete your order, click on ‘Proceed to Checkout’ button.

HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items are in stock unless ‘SOLD OUT’ is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

CAN I ORDER AN ITEM THAT IS SOLD OUT ON THE WEBSITE?

Yes. We do restock the products that are sold out. However, because our products are handcrafted, it could take up to 3 weeks. Please note that ‘Limited Edition’ items might not come back in stock.

HOW WILL I KNOW YOU HAVE RECEIVED MY ORDER?

After placing an order, you will be sent an email confirming that it has been received. In the rare instance that any of the items you have ordered are not available, our team will get in touch with you.

WHAT DO I DO IF I HAVEN’T RECEIVED MY CONFIRMATION EMAIL?

You should receive an email within 30 minutes of placing your order. If you didn’t receive this email, it may have been caught up in your spam or junk filter, or there might have been a typing mistake when you entered the email address.

WHERE IS MY ORDER?

We aim to dispatch all orders within 7-10 working days. Please note, Kaeros Exclusive and Runway Edit pieces may take up to 2-3 weeks. Once your order has been dispatched you will receive a confirmation message with the shipping details and a tracking number from our delivery partner. You can track the status of your order by clicking on the ‘Track Order’ link on the footer below. Please note that it can take several hours to reflect the exact status of your order.

HOW LONG WILL IT TAKE FOR MY ORDER TO GET DELIVERED?

All orders are delivered within 3-4 working days after dispatch. Please note that estimated delivery times are to be used as a guide only and commence from the date of dispatch.

CAN I AMEND OR CANCEL MY ORDER?

Unfortunately, we are unable to cancel or amend orders after they have been placed.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payments via PayUmoney. We also offer Cash on Delivery. Bank transfers are accepted upon special request. If you are not able to make a payment via the above listed methods, please contact us and we will send you options to pay.

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT KAEROS?

At Kaeros, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system.

SHIPPING & DELIVERY”

HOW MUCH DOES DELIVERY COST?

We provide free standard shipping PAN India. COD is chargeable.

DO YOU PROVIDE EXPRESS SHIPPING?

We provide express shipping only on select styles. You can contact us directly in case you would like to opt for it. Our team will guide you through the process. Please note, express shipping is chargeable.

DO YOU PROVIDE CASH ON DELIVERY SERVICE?

Yes, we provide COD services at an additional charge.

DO YOU SHIP INTERNATIONALLY?

Unfortunately, we do not ship internationally.

DO YOU SHIP TO MULTIPLE ADDRESSES?

We can only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

Unfortunately, we are unable to redirect orders once your items have been dispatched.

WHAT HAPPENS IN CASE OF NON-DELIVERY OF MY ORDER?

In case a non-delivery occurs on account of a mistake by you (i.e. wrong name, wrong address or any wrong information), the additional cost of redelivering your order will be chargeable.

RETURNS & EXCHANGES

CAN I EXCHANGE THE PRODUCTS I BUY ON THE WEBSITE?

Unfortunately, after a product has been sold, it cannot be exchanged.

CAN I RETURN MY ORDER?

No, we do not accept returns. We only replace a product if there is a manufacturing defect or it has been hampered or damaged while transportation. In such a case, our team must be informed within 24 hours of the product being delivered with a valid proof of the defect and the product must be returned to our warehouse within a strict time period of one week, or else Kaeros will not be liable to accept the product. All couriers of this nature will be borne by the customer themselves. Kaeros will only bear the expenses of the courier after the repair or replacement of the product.

Also please note, leather is a natural material and a slight variation or minute irregularities are bound to appear in each item. These are the natural characteristics of the material and do not qualify as defects.

CAN I RETURN A PERSONALISED PRODUCT?

We do not offer returns on any items that have been personalised. Please ensure that you check the spelling carefully when adding personalisation to your order as we will personalise exactly what is entered online. Also, please note the initials will be printed in uppercase only.

GIFT CARDS & COUPONS

CAN I ADD MULTIPLE COUPONS TO MY ORDER?

Unfortunately, only one coupon code can be used per transaction. All offer codes apply to full price products only.

CAN I ADD A COUPON CODE AFTER ORDER COMPLETION?

Unfortunately, once your order has been submitted we are unable to add this retrospectively. Please note that we cannot cancel any orders after they have been placed.

CAN I ADD MULTIPLE GIFT CARDS TO MY ORDER?

Unfortunately, only one gift card can be used per transaction.

CAN I USE MY GIFT CARD ON MULTIPLE ORDERS?

Yes, you can use your gift card on multiple orders. In case you do not use the entire value of the gift card on your order, then you will be able to avail the balance in your next order.

CAN I EXCHANGE MY GIFT CARD FOR CASH?

Unfortunately, you cannot encash your gift card(s).

PRODUCT GUIDE

HOW SHOULD I KNOW THE PRODUCTS YOU SELL ARE AUTHENTIC?

As this is the official online store of Kaeros, we guarantee that every item we sell is 100% authentic and that the materials used are true.

ARE THE PRODUCTS MADE OF REAL LEATHER?

Yes, all Kaeros products are made of 100% genuine leather unless mentioned otherwise. Please note, leather is a natural material and a slight variation or minute irregularities are bound to appear in each item. These are the natural characteristics of the material and do not qualify as defects.

ARE THE COLORS OF PRODUCTS SHOWN ON THE WEBSITE ACCURATE?

Our products are individually handcrafted using quality leathers and dyes, which means that each item will naturally have variations in the coloring. However, while we make every effort to display color and texture of the products appear as accurately as possible on the site, we cannot guarantee that your monitor or screen’s display of any color or texture will be completely accurate, as computer monitors and screens of electronic devices vary. Some products may also appear smaller or larger than their image displayed on the site. Unfortunately due to this we are not able to offer a replacement.

HOW DO I LOOK AFTER MY LEATHER PRODUCT?

Please refer to our ‘Care Guidelines’ in the footer below for a detailed guideline on leather and product care.

HOW TO CARE FOR METAL FITTINGS IN MY PRODUCT?

We advice you to store your products properly in a box or dustbag to avoid scratches through contact with abrasive surfaces. Also, avoid water and prolonged exposure to harsh sunlight. Please don’t use any solvents or cleaning products on your metallic fittings. The best way to clean it is with a soft and slightly damp cloth.

DO YOU CUSTOMISE A PRODUCT?

Yes, you can get in touch with us by filling in the form on the ‘Contact’ page and our team will get back to you.

DO YOU DO BULK OR CORPORATE GIFTING ORDERS?

Yes, we do. Please get in touch with us via email or by filling in the form on the ‘Contact’ page and our team will get back to you.

PERSONALISATION

WHAT IS PERSONALISATION?

We are happy to offer a personalisation service to our customers. You can enter up to three initials (alphabets only) that you would like get imprinted on your product. If your product can be personalised, then the option will be available to add it.

WHICH FONT WILL BE USED FOR PERSONALISATION?

We use a standard font and font size to personalise the products. Please note that the initials will be printed in uppercase only. Click here, for an example.

HOW MUCH DOES PERSONALISATION COST?

Personalisation will cost an additional ₹500/- per product.

CAN I GET MY PRODUCT PERSONALISED AFTER PLACING AN ORDER?

Unfortunately once the order has been placed, we will not be able to add personalisation to your product.

COOKIES

WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?

A cookie is a piece of information that is stored on your computer’s hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your cart, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.

Registered customers who have cookies enabled will be automatically recognized when they visit Kaeros. When you proceed to purchase you will be prompted to enter your email address and password and review your shipping and payment details before completing your order.