Terms of service

TERMS OF SERVICE

OVERVIEW

This website is operated by House of Kaeya. Throughout the website, the terms “we”, “us” and “our” refer to House of Kaeya.

These Terms of Service explain the conditions that apply when you visit our website, purchase a product, create an account, contact us or otherwise use our services.

By accessing this website or placing an order, you agree to these Terms of Service and our Privacy Policy. If you do not agree, you should not use this website.

Nothing in these Terms affects your statutory rights under UK consumer law.

1. ABOUT US

House of Kaeya is an independent clothing label based in London, United Kingdom.

Contact email: houseofkaeya@gmail.com
Business address: [INSERT YOUR BUSINESS POSTAL ADDRESS]

Our online store is hosted by Shopify, which provides the e-commerce platform that allows us to sell our products to you.

2. ELIGIBILITY AND ACCOUNTS

You must be at least 18 years old, or have the permission of a parent or legal guardian, to place an order through this website.

You are responsible for ensuring that the information you provide is accurate, complete and current.

If you create an account, you are responsible for keeping your login details secure and for activity carried out through your account. Please contact us promptly if you believe your account has been accessed without permission.

3. PRODUCTS

House of Kaeya offers handcrafted clothing made in small quantities.

We make reasonable efforts to display product colours, details and measurements accurately. However, colours may appear differently depending on your screen and device settings.

Because many of our pieces are handcrafted, slight variations in embroidery, embellishment, placement, colour or finish may occur. These variations are part of the character of a handcrafted garment and are not normally considered faults.

Product availability is not guaranteed. We may change or discontinue products without notice and may limit the quantity available to any customer.

4. SIZING

Customers are responsible for reviewing the product description and Kaeya Size Guide before ordering.

Adjustable features may provide some flexibility, but they do not guarantee that every design will fit every body or measurement.

If you require sizing assistance before ordering, contact us at houseofkaeya@gmail.com.

5. PRICES AND PAYMENT

All prices are displayed in pounds sterling unless stated otherwise.

The price charged will be the price shown at checkout when you place your order. Delivery charges, where applicable, will be displayed before payment is completed.

You must provide accurate and authorised payment information. Payment must be successfully processed before an order can be accepted.

If a pricing or product information error occurs, we may contact you to confirm whether you wish to continue at the correct price or cancel the affected order and receive a refund.

6. ORDERS

Placing an order constitutes an offer to purchase a product. An automated order acknowledgement does not necessarily mean that your order has been accepted.

An order is accepted when we send confirmation that it has been processed or dispatched.

We may refuse or cancel an order where:

Payment cannot be authorised.
The product is unavailable.
The delivery information is incomplete or incorrect.
We reasonably suspect fraudulent or unauthorised activity.
A material pricing or product-description error has occurred.

If we cancel an order after receiving payment, we will issue a refund to the original payment method.

Please review your delivery address carefully before submitting your order. Contact us immediately if you notice an error, although we cannot guarantee that changes can be made after processing begins.

7. UK SHIPPING AND DELIVERY

House of Kaeya currently delivers within the United Kingdom only.

Orders are normally packed and dispatched within 2–4 working days. After dispatch, delivery usually takes an additional 2–5 working days, depending on the destination and courier.

Delivery to Northern Ireland, the Scottish Highlands, islands and other remote UK locations may take longer.

Delivery dates are estimates rather than guaranteed dates. We are not responsible for delays caused by couriers or circumstances outside our reasonable control, but this does not affect any rights you have under UK consumer law.

Tracking information will be provided where available.

Unless otherwise agreed, orders will be delivered within 30 days after the order is accepted.

8. CANCELLATIONS AND RETURNS

For eligible products purchased online, you may tell us that you wish to cancel and return your order within 14 days after receiving it. You then have a further 14 days to return the product.

To request a return, email houseofkaeya@gmail.com with your order number before sending the product back.

Returned products must be unworn, unwashed and unaltered, with all original tags attached. You may inspect a product as you reasonably would in a shop, but we may reduce a refund where handling beyond this has diminished its value.

Customers are responsible for the cost of returning unwanted eligible products. We recommend using a tracked service because the returned parcel remains your responsibility until it reaches us.

Custom-made or personalised products cannot normally be cancelled or returned unless they are faulty, damaged or not as described.

These conditions do not affect your statutory rights. UK online-return guidance

9. REFUNDS

For an eligible cancellation, we will refund the product price and the cost of the least expensive standard delivery option offered at checkout.

We may withhold the refund until we receive the returned product or you provide evidence that it has been sent back, whichever occurs first.

Approved refunds will be made to the original payment method within 14 days of receiving the returned product or acceptable evidence of return.

Your bank or payment provider may require additional time to process the refund.

Any additional amount paid for premium or expedited delivery is not refundable beyond the cost of standard delivery.

10. EXCHANGES

We do not currently offer direct exchanges.

If you require another size or design, you may return an eligible product in accordance with our returns policy and place a new order, subject to availability.

11. FAULTY, DAMAGED OR INCORRECT PRODUCTS

Products must be of satisfactory quality, fit for purpose and as described.

If your order arrives faulty, damaged or incorrect, contact houseofkaeya@gmail.com as soon as possible. Include your order number, a description of the problem and clear photographs where possible.

Where a product is confirmed to be faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with UK consumer law. This may include repair, replacement or refund. We will cover reasonable return costs where legally required.

Nothing in these Terms limits your rights under the Consumer Rights Act 2015.

12. PROMOTIONS AND DISCOUNT CODES

Promotions and discount codes may be subject to separate conditions, including eligibility requirements, expiry dates and product exclusions.

Unless stated otherwise:

Only one discount code may be used per order.
Discount codes cannot be exchanged for cash.
Discount codes cannot be applied retrospectively.
Promotions are subject to availability.

We may withdraw or amend a promotion where reasonably necessary, but this will not affect orders already accepted.

13. ACCEPTABLE USE

You must not use this website:

For unlawful or fraudulent purposes.
To infringe another person’s rights.
To introduce viruses, malicious code or other harmful material.
To interfere with the website’s security or operation.
To collect or misuse another person’s personal information.
To reproduce or commercially exploit our content without permission.

We may restrict or suspend access where we reasonably believe these Terms have been breached.

14. INTELLECTUAL PROPERTY

All content on this website—including the House of Kaeya name, branding, text, photographs, graphics, videos, garment imagery and website design—is owned by or licensed to House of Kaeya and is protected by applicable UK and international intellectual-property laws.

You may use the website for personal, non-commercial purposes only.

You must not reproduce, distribute, modify, publish, sell or commercially exploit our content without prior written permission.

15. THIRD-PARTY SERVICES AND LINKS

The website may contain links to or features provided by third parties, including payment providers, couriers, social platforms and Shopify.

Third-party services may have their own terms and privacy policies. We are not responsible for third-party websites or services outside our reasonable control.

A link to a third-party service does not necessarily mean that we endorse it.

16. PRIVACY

We process personal information in accordance with our Privacy Policy and applicable UK data-protection law.

Please review the Privacy Policy available through the footer of this website for information about the data we collect, why we use it and your rights.

17. WEBSITE AVAILABILITY

We aim to keep the website available and accurate, but we do not guarantee that it will always be uninterrupted, secure or error-free.

We may update, suspend or withdraw parts of the website for maintenance, operational or security reasons.

Nothing in this section excludes responsibility that cannot legally be excluded.

18. LIABILITY

Nothing in these Terms excludes or limits liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Breach of your statutory consumer rights.
Any other liability that cannot legally be excluded or limited.

Subject to the above, we are not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses arising from a consumer purchase.

We are not responsible for delays or failure caused by events outside our reasonable control.

19. EVENTS OUTSIDE OUR CONTROL

We will not be responsible for delay or failure to perform an obligation where this results from circumstances outside our reasonable control, including severe weather, transport disruption, courier interruption, fire, flood, epidemic, industrial action, government restrictions or interruption of essential services.

We will take reasonable steps to minimise the effect and will contact affected customers where appropriate.

20. CHANGES TO THESE TERMS

We may update these Terms from time to time to reflect changes to our business, website, services or legal obligations.

The latest version will be published on this page. Changes will not apply retrospectively to orders already accepted unless required by law.

21. SEVERABILITY

If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

22. NO WAIVER

If we delay or fail to enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.

23. GOVERNING LAW

These Terms and any contract between you and House of Kaeya are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights allowing you to bring proceedings elsewhere in the United Kingdom.