Shipping and Delivery
How long does it take to receive my order?
Each piece is handmade especially for you! The creation, finishing, and packaging process takes up to 5 business days before shipping.
For detailed information on delivery times and costs, please visit our Delivery page.
Do you ship internationally?
Yes! We ship worldwide. Shipping costs and delivery times vary depending on the destination. Please note that customs fees or import taxes may apply and are the buyer's responsibility.
Can I track my order?
Yes! All shipments include tracking. You will receive a tracking number to follow your order as soon as it is shipped.
Do you offer rush shipping?
Yes! If you need your order urgently, please contact us before placing your order. We will assess feasibility, and there may be an additional cost for priority processing.
Customization and Orders
How can I personalize my gift?
It's super easy! After choosing a product, simply select the customization details (name, date, colors, design notes, etc.).
For select products, we will send you a digital proof to approve before we begin production. For other products, production begins immediately after payment confirmation.
Can I order a product that's not on the website?
Of course! We love creative challenges. We accept custom project-based orders. Send us a message with your idea to hi@kashi.pt or through our contact form, and we'll create a custom quote for you.
Can I make changes after placing my order?
It depends on the product:
- Products with digital proof: You can make changes until you approve the final design. After approval, production begins and changes are no longer possible.
- Products without digital proof: Production begins immediately after payment, so changes are not possible after you confirm your order. Please review all details carefully before completing your purchase.
How long does it take to receive the design proof?
For products that include a digital proof, we typically send the proof within 1-3 business days after payment confirmation. Once you approve it, we start production!
Payment
What payment methods do you accept?
We accept:
- MBWay
- Bank Transfer
- Credit/Debit Card (via Stripe)
- Apple Pay
- Google Pay
- Klarna (installment payment)
All payments are securely processed through Stripe.
When will I be charged?
Payment is processed at the time of purchase. For custom orders with digital proof, production only begins after payment confirmation and design approval.
Materials and Safety
What materials do you use?
We use durable, non-toxic PLA plastic, derived from plants (such as corn or sugarcane). It's an eco-friendly option compared to traditional plastics, and we work with local suppliers in Portugal to minimize our carbon footprint.
Are your products safe?
Important: Our products are decorative pieces and are not toys. They should be kept away from heat sources and handled with care.
How do I care for my Kashi products?
It's simple:
- Clean with a damp cloth
- Avoid direct sunlight or heat sources (PLA can deform at high temperatures)
- Do not place in the dishwasher or washing machine
- Handle with care to avoid drops (especially pieces with LEDs or delicate components)
Returns and Exchanges
Can I return a personalized product?
Since each piece is custom-made for you, we do not accept returns on personalized products, as provided by Portuguese law. However, if there is any defect or quality issue, we will replace or repair the piece at no additional cost.
What if the product arrives damaged?
If your order arrives damaged or defective, please contact us immediately at hi@kashi.pt with photos of the issue. We will resolve the situation as quickly as possible—either with a replacement or refund. Your satisfaction is our priority!
Do I have a 14-day return right?
For non-personalized products, yes! You have the right to return within 14 days of receipt, in accordance with Portuguese law. Return shipping costs are your responsibility. For more details, please see our Terms and Conditions.
Customer Support
How can I contact you?
We're always here to help!
- Email: hi@kashi.pt
- Contact Form: kashi.pt/contact-us
We typically respond within a few hours.
Can I visit your studio?
We currently don't have a physical space open to the public, but we work in Portugal with a lot of care. If you have a special order or would like to get to know us, send us a message—we love to chat!
Other
Do you offer gift wrapping?
Yes! All orders are carefully packaged. If you'd like special gift wrapping, mention it in the order notes and we'll do our best to make the moment even more special.
Can I buy in bulk (for events, weddings, baptisms)?
Of course! We love being part of special moments. For bulk orders, contact us directly for a custom quote and production timeline.
Do you have a loyalty program or discounts?
Not yet, but we're working on it! In the meantime, follow us on Instagram and Facebook to stay updated on promotions and news.
Still have questions?
If you didn't find the answer here, don't hesitate to contact us! We're a small family business and we treat every customer as part of the Kashi family.
Email: hi@kashi.pt | Contact: Contact Form
With love,
Ana