Frequently Asked Questions
Shipping
Is Shopping on kayuraeffect.com secure?
We understand how important security is to you. Credit card and order data is encrypted and secure. The platform we are hosted on is Level 1 PCI compliant and uses 256-bit SSL certificates to keep order details secure.
How do I place a return or exchange?
Kayura will accept returns on any orders placed through our website within 30 days of purchase. Please see our returns + exchanges page for complete information. We are only able to accept returns for items purchased through www.kayuraeffect.com
How much does shipping cost? (USA Orders)
Standard Shipping on orders is $6.95. Standard Shipping on orders $40 or more is FREE. Expedited shipping options are available for an additional fee and will be listed at checkout. Please note that expedited shipping options are available for Monday.
Do you have free shipping?
We offer Free Standard Shipping to all orders over $40.
How long does shipping take?
After 1 business day for processing, please allow 2-5 business days* for Standard Delivery and up to 3 business days for Express.
Please note the above timeframes are estimates and cannot be guaranteed.
My order says it has been shippied / Delivered but I haven't received it - what do I do?
We’re sorry to hear this! Please do check in with members of your household, neighbours and around the property to see if this has been taken in on your behalf. The tracking link sent to your email when your order was shipped should indicate where your parcel has been left! If you are still unable to locate your order, please contact hello@kayuraeffect.com and we will be happy to help.
What does "Unfulfilled" mean?
If your order is showing as unfulfilled, this means it hasn’t yet shipped from our warehouse. Please allow up to 1 business day for your order to process through our warehouse and be picked up by our carrier.
What does it mean when my order says "Fulfilled"?
A ‘Fulfilled’ order status means your order has shipped from our warehouse and is now in transit to you with our carrier! This does not mean your order has been delivered to your address. For further tracking information, please refer to your tracking link found on your order or in your shipping confirmation email.
Where do you ship from?
All US orders are shipped from our US warehouse in New York
I have received a text message/email asking for payment after a failed delivery - what should I do?
Please beware of any fraudulent SMS and/or emails prompting you for payment to redeliver. Our carriers would never request a payment from our customers to redeliver your order. Any messages of this nature are not associated with The Kayura and we would advise to report any fraudulent messages you receive. If you are unsure, please check your tracking information for the status of your order and email our team at hello@kayuraeffect.com who provide further clarification.
Can you provide me an Invoice?
Yes! Please email us at hello@kayuraeffect.com using the email address used to place your order.
How long will it take to ship? (USA orders)
Your order will arrive approximately 7-10 business days from date of purchase (Hawaii, Alaska, Puerto Rico & US Virgin Islands may experience longer transit times). All orders placed after noon EST will be processed the following business day.
Returns
What is your return Policy?
We accept returns in case the product has some issue.And if you have used the products and finding they are not suitable for you, you may be eligible for our 30 day satisfaction guarantee. If you have received your products within the last 30 days and aren’t happy with the results, please reach out to us at hello@kayuraeffect.com so we can assist you with your routine.
How long will it take for my refunds to be received?
Once your refund has been processed, this will show in your account within 5-7 business days depending on your banking provider. If your order has been returned to us by the carrier, the refund will be processed within 14 business days of the order being delivered back to us.
Orders
Can I modify or cancel my order?
Orders submitted to us process and ship very quickly. We will do our best to modify an existing order if you contact customer care at hello@kayuraeffect.com but we offer no guarantee that your order will be canceled or modified. Sorry for any inconvenience this may cause.
How do I find my order status?
Once you have placed your order, you will receive an order confirmation email. Click ‘View my Order’ in the confirmation email to see the status of your order in our warehouse. Once the order has shipped, you will receive a shipment confirmation email, along with your order status being updated with your tracking information. Please note – we advise 1 full business day for processing your order in our warehouse! You can also see the status of your order on our website.
How can I change my address on the order?
We only have 30 minutes to be able to make address amendments once the order has been placed. Please do reach out to our team at hello@kayuraeffect.com to see if this is still possible.
I have received the wrong item - what do I do?
We’re sorry to hear you didn’t receive your order as planned. Please contact our team at hello@kayuraeffect.com, along with an image of what you have received and your order number. Our team will be happy to help you.
Why was my order cancelled?
As a new brand, we have a limited amount of inventory available for customers to purchase. To ensure access to our products, our fraud system may cancel orders from customers attempting to rapidly purchase within a short duration, to protect all parties. It’s in violation of our terms and conditions to create multiple accounts in order to place orders.Kayura strives to protect its customers and the brand’s integrity by adhering to compliance standards, including our Terms of Service. Please visit this page to review our Terms of Service.
What should I do if there are item(s) missing from my order?
We’re sorry to hear your order didn’t arrive complete. Please contact our team at hello@kayuraeffect.com and they will be happy to help.
Payments
How can I pay for my order?
We offer a variety of payment methods to complete your purchase as you wish. You can select your payment method at the payment section of checkout.
Visa, Maestro, MasterCard, American Express, Paypal, ShopPay, GooglePay, ApplePay All transactions are secure and encrypted.
Why am I getting payment errors at checkout?
We’re sorry to hear you’re having difficulty placing your order. Please double check all card details are correct and you are using a payment method accepted by our website. We advise to ensure the expiry date and billing address are correct, and check the funds available in the account.
My account
Are my account details safe if I create an account?
Please be rest assured that shopping with us is completely safe! We’re fully compliant with the data protection act and we care about keeping your details secure. For further information, please visit our Privacy Policy page.
How can I erase my data?
If you would like us to erase your data, please contact our team at hello@kayuraeffect.com along with the email address associated with your account and where you are based.
How do I delete my account?
We’re sorry to hear you would like to delete your account. Please contact our team at hello@kayuraeffect.com along with the email address associated with your account and where you are based.
What should I do if I have forgotten my password?
When at the log in page, please select ‘Forgotten my password’ to receive a password reset to the email address associated with your order. If you don’t receive this email, and you have checked your spam/junk folder, you may not have an active account with us. Try using the ‘Sign Up’ page instead!
Products
Which skin types are Kayura products suitable for?
Kayura products are made for all skin types, including sensitive skin. Our formulas are dermatologist tested and clinically tested, with ingredients selected to meet high clean-beauty standards, so you can feel confident using them on your skin.
Are Kayura products vegan or cruelty-free?
Yes. Kayura is vegan and cruelty-free. Our formulas are thoughtfully developed and clinically tested, with carefully selected ingredients that meet our high standards for skin and safety.
Are all Kayura products fragrance-free?
Yes. Our products are free from added fragrance and artificial colours. They’re also dermatologist tested and clinically tested for performance and skin compatibility.
Are Kayura products pregnancy safe?
Our products are formulated with carefully selected, skin-safe ingredients. However, every pregnancy is different, so we always recommend checking your individual routine with your dermatologist or physician before use.
Are Kayura products clean?
Yes. Kayura follows high clean-beauty standards, with ingredients that fall within EWG’s low-hazard range and meet stringent European clean-beauty standards. Our formulas are also made without unnecessary ingredients such as artificial fragrance and colourants.
What if a Kayura product doesn’t work for me?
We put our formulas through in vitro, in vivo, and clinical testing to ensure they perform on real skin. But we know every skin is different. If a product isn’t right for you, you can return it within 30 days, no questions asked, under our money-back guarantee.
Can I trust Kayura products from third-party websites?
Absolutely, but make sure you’re buying from an authoriszd Kayura retailer. Kayura is currently available through our official website, Amazon, and Target, as well as our authorized social commerce channels. If you’re ever unsure about a seller, reach out to us before purchasing.
Subscribe & Save
How does Subscribe & Save work?
Select Subscribe & Save when placing your order, choose how often you’d like your product delivered, and complete checkout. Your subscription will then automatically renew according to your selected schedule, so you don’t have to place the same order each time.
Can I skip or pause deliveries?
Yes. If you don’t need your next order, you can skip or pause it from your subscription settings. Your subscription stays active, and you can resume deliveries whenever you’re ready. No questions asked.
Can I cancel my subscription?
Absolutely. You can cancel anytime through your subscription settings. There’s no long-term commitment, and you won’t be charged for future orders once your cancellation is processed. No questions asked.
Will I be charged automatically?
Yes. When you subscribe, you authorize automatic payment for future subscription orders. Your saved payment method is charged when each order is processed, based on your chosen delivery schedule.
Can I change my delivery frequency?
Absolutely. You can change your delivery frequency anytime if you find you’re receiving your products too often or not often enough. Simply update your preferred schedule, and your future subscription orders will follow the new frequency.
Ingredients & Safety
What ingredients do you use?
We use a combination of clinically tested actives and plant-derived ingredients, including carefully selected botanicals and plant extracts chosen for their skin benefits. Each formula is developed with efficacy in mind, bringing together proven ingredients and purposeful formulations to address specific skin concerns.
Are your formulas dermatologist tested?
Yes. Our formulas are dermatologist tested and developed with sensitive skin in mind. Where applicable, they undergo HRIPT (Human Repeat Insult Patch Testing) and other skin-compatibility testing to assess irritation and sensitisation. Our products are designed for all skin types, including sensitive skin.
Do your products contain parabens or sulfates?
No. Our formulas are free from parabens and sulfates, along with other ingredients we choose not to use, including artificial fragrance and colourants. We follow stringent clean-beauty standards, with ingredients selected within EWG’s low-hazard range and aligned with European clean-beauty standards.
Can I use kayura products during pregnacy?
Our formulas are made with carefully selected ingredients and are designed with skin safety in mind. However, pregnancy is different for everyone, so we recommend checking your individual skincare routine with your dermatologist or physician before use.
Where can I find the full ingredient List?
You’ll find the complete ingredient list on each product page, along with the product’s key ingredients and their benefits. Simply visit the product you’re interested in and scroll to the ingredients section. We believe in being transparent about what goes into every Kayura formula.
Still Need Help?
Can't find the answer you're looking for? Our support team is here to help with product advice, orders, and account questions.
