Frequently Asked Questions

Please look for your queries on this page, it is very possible that you will find what you are looking for.

If you don't find it, just contact us via WhatsApp 44 99974-6236

QUALITY OF PARTS

Italian line (7A) has a high quality perfectionist finish, they are manufactured on a small scale by hand. The same materials are used as the original.

Premium line (5A) has a lower quality and finish than the Italian line, but it is still an excellent line, with excellent cost benefit for those who like the brand and are not too detail-oriented.

HOW DO I FINALIZE A PAYMENT?

We accept several payment methods in a 100% secure and encrypted environment, the payment options are:

- All credit cards (up to 12 installments)

- Bank slip (single installment)

- Pix

HOW DO I KNOW IF MY ORDER WAS SUCCESSFULLY PLACED?

Once payment is confirmed, you will receive an email confirming your purchase. If you can't find this email, check your junk or spam folder.

HOW DO I CHECK YOUR ORDER INFORMATION?

Click on the link with your order number in the email you received when your purchase was confirmed.

HOW DO I CHANGE OR CANCEL AN ORDER?

If you want to cancel or change an order, please send an email to contato@kayareps.com or Whatsapp 44 999746236 within 12 hours after receiving confirmation of purchase, remembering that if your order is already being sent by our supplier we cannot cancel or change anything.

HOW LONG DOES IT TAKE FOR THE PRODUCT TO ARRIVE AT MY ADDRESS?

We work with the fastest and most reliable shipping methods on the market for international orders.

The estimated delivery time in Brazil is usually 15 days in most cases, but we reserve a maximum period of 60 days.

If more than 60 days pass and your order still hasn't arrived, just contact us.

HOW TO TRACK ORDERS?

Once your order has shipped we will email you all of your order information along with a tracking number to help you track your order.

With the tracking number in hand, just click here to track your order.

WHAT SHOULD I DO IF I DON'T LIKE THE PRODUCT?

If you are not satisfied with the product and would like a return or refund, first go to the Exchanges and Returns page and see if you qualify for a refund or return the product.

Remembering that if you fit the items on the exchange and returns page, only the value of the product will be refunded, we reserve the right not to refund the amount paid for international shipping under any circumstances.

WHAT SHOULD YOU DO IF YOU RECEIVE A WRONG OR DIFFERENT PRODUCT FROM WHAT YOU ORDERED?

If this happens, contact us as clearly as possible, our customer support team will do everything to help you.

Remembering that the color perception of your computer or cell phone is not a reason for product exchanges or refunds.

WHAT SHOULD I DO IF ANY PRODUCT IS MISSING?

For logistical reasons, some items will be shipped separately to arrive at your address faster. You may end up receiving one product before the other, but don't worry because you will receive all items.

And if your item still does not arrive after 60 days, please contact us.

What should I do if I receive a damaged product?

If the item was damaged during shipping, you can receive a new one in exchange.

Please contact our customer support team to review your case.

The Kaya Reps store offers warranty in the following situations.

- Order is lost on the way and 60 days have passed from the deadline of arrival, if this is the case we will refund 100% of the money you paid for the product.

- Order was damaged on the way, if this is the case we will also refund 100% of the money you paid for the product.

HOW LONG DOES IT TAKE TO RECEIVE MY REFUND?

In most cases, within 15 business days, the refund will be made to your bank account or reversed to your credit card.

HOW TO RETURN PRODUCTS?

We at the store Kaya Reps hope you are completely satisfied with your purchase.

But if you want to return a product, this return needs to be pre-authorized by our support team.

Returned products must be in their original condition along with the order confirmation email, it cannot be broken under any circumstances.

We cannot and will not accept product returns in the following situations:

- Product was delivered to your address, and in 7 days there was no legitimate complaint from the buyer.

- The order was placed by accident and was not canceled within 12 hours.

- The size of the product (example shoes) did not fit you.

(size chart is on all products the size is required).

In all the above cases we do not issue refunds.

If you have any questions, get in touch now.