Shipping policy
At The House of Kaya, we are committed to providing a smooth, secure, and reliable shipping experience for our valued customers. By placing an order through thehouseofkaya.pk, you acknowledge and agree to the terms set out in this Shipping & Delivery Policy.
Order Processing, Dispatch & Delivery
All orders are subject to confirmation, availability, and successful payment processing.
Once your order is prepared for shipment, you will receive a shipping confirmation email approximately 24 hours prior to dispatch at thehouseofkaya@gmail.com.
Please note that dispatch and delivery are separate stages. Estimated delivery timelines begin after dispatch, not after the order is placed.
Estimated delivery timelines are as follows:
- Within Pakistan: 7 to pick 10 working days after dispatch
- International Orders: 14 to 21 working days after dispatch, depending on destination and customs clearance
Delivery timelines are estimates only and may vary due to external circumstances.
Shipping Charges
Shipping charges are calculated at checkout based on factors including:
- Product type
- Parcel weight and dimensions
- Delivery destination
- Courier service rates
- All applicable charges will be displayed prior to order confirmation.
Delivery Information & Customer Responsibility
To ensure successful delivery, customers must provide complete and accurate details, including:
- Full name
- Shipping address
- Contact number
- Email address
- Any relevant delivery instructions
The House of Kaya shall not be responsible for delays, failed deliveries, or additional charges resulting from incorrect, incomplete, or outdated information provided by the customer.
Tracking & Delivery Attempts
Where available, tracking details will be shared once the order has been dispatched.
If a delivery attempt is unsuccessful due to customer unavailability, refusal, or incorrect address details, re-delivery charges may apply where applicable.
Delays Beyond Our Control
While we strive to deliver all orders promptly, delays may occur due to circumstances beyond our control, including but not limited to:
- Weather conditions
- Public holidays
- Political or regional disruptions
- Courier operational delays
- Customs inspections or clearance
- Force majeure events
In such circumstances, delivery timelines may be extended.
International Orders – Customs, Duties & Taxes
For international shipments, any customs duties, import taxes, clearance fees, or governmental charges imposed by the destination country shall be the sole responsibility of the customer.
These charges are not included in the product price or shipping fee unless expressly stated otherwise.
Any delays caused by customs procedures are outside the responsibility of The House of Kaya.
Goods Not Received / Delivery Concerns
If you do not receive your order within the expected delivery period, you must notify us within 7 working days of the expected delivery date by contacting thehouseofkaya@gmail.com.
Please include:
- Order number
- Full name
- Delivery address
- Description of the issue
- Any relevant tracking details
We will review the matter with the courier partner and assist in reaching a reasonable resolution.
Privacy
All customer information collected during the ordering and delivery process shall be managed in accordance with our Privacy Policy and used only for lawful business, order fulfillment, and customer service purposes.
Governing Law
This Shipping & Delivery Policy shall be governed by and interpreted in accordance with the laws of Pakistan.
Any disputes arising in connection with this policy shall fall under the exclusive jurisdiction of the competent courts of Pakistan only.