FAQ
Section 1: Orders & Checkout
How do I place an order?
It’s easy! Choose your gift, select any options (like language or color), and click Add to Cart.
When you’re ready, go to Checkout and follow the steps to enter your shipping and payment information.
You’ll receive an order confirmation by email right away.
Can I change or cancel my order after it’s placed?
We start making your gift soon after you order, so changes must be made quickly.
If you notice a mistake, contact us within a few hours using the Order Help link in your confirmation email or email komand@kadokipale.com.
If your order has already entered production, we may not be able to change or cancel it, but we’ll do our best to help.
What payment methods do you accept?
We accept major credit and debit cards, PayPal, Shop Pay, Apple Pay, and Google Pay.
All transactions are secure and encrypted through Shopify Payments.
Can I add a personalized message or photo to my gift?
Yes! Many of our products include personalization options right on the product page.
You can type your message in Kreyòl or English, and for some items, upload a photo.
If you’re not sure how to do it, just email us — we’re happy to help.
Can you help me find the right gift?
Of course! If you’re looking for something special and don’t see it in our store, reach out.
We may be able to create or personalize a design just for you.
Send us a message at komand@kadokipale.com. We love helping you find the perfect “kado ki pale.”
Section 2: Shipping & Delivery
Where do you ship?
We ship almost everywhere in the world, including the United States, Canada, and many international locations. Some products have limits based on size, materials, or carrier rules. If a product cannot ship to your country, the checkout page will let you know before you pay.
Do you ship to Haiti?
Yes, many items can be shipped directly to Haiti. Because delivery times can vary, we recommend choosing tracked shipping and checking the address carefully.
If you prefer, you can also ship your order to a freight forwarder or shipping company (for example, one in Miami or Fort Lauderdale). Just enter their U.S. address at checkout and include your name or account number with that company in the second address line.
They’ll handle the delivery from there.
If you’re not sure what to enter, contact us at komand@kadokipale.com and we’ll help make sure your gift gets where it needs to go.
How long will my order take to arrive?
Most orders take 2–5 business days to make, plus shipping time.
In the U.S., delivery usually takes 3–7 business days after production.
International delivery times depend on the destination and local customs processing.
You’ll receive tracking updates by email, SMS, or Whatsapp once your order ships.
How do I track my order?
Once your order is shipped, we’ll send you a tracking link by email, SMS, or Whatsapp.
You can also check your order status anytime by logging into your Kado Ki Pale account or using the Order Tracking link in your confirmation email.
What if my package shows as delivered, but I didn’t receive it?
If your tracking says “delivered” but you can’t find the package, check first with neighbors or your local post office.
Sometimes carriers mark deliveries early by mistake.
If it’s still missing after two business days, contact us at komand@kadokipale.com.
If you added Kado Ki Pale Package Protection at checkout, your order may qualify for a free replacement. Learn more on our Package Protection page.
What if my address is wrong?
If you notice an error right after ordering, contact us immediately at komand@kadokipale.com. We can often fix it if your order has not yet entered production or shipment.
If the order has already shipped, we can help you track it or resend your gift once it’s returned to us.
Section 3: Returns & Replacements
What is your 60-Day Happiness Guarantee?
Every order is covered by our 60-Day No-Worries Happiness Guarantee.
If something isn’t right, whether damaged, incorrect, or missing, we’ll fix it.
Most times, we’ll replace the affected part of your order for free so your gift still arrives with love.
You can read the full details on our Happiness Guarantee page.
How do I start a return or remake request?
Send us an email at komand@kadokipale.com with:
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Your order number
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At least one photo or short video of what you received (more is better)
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A few words about the problem
We’ll review it quickly and guide you on the next steps.
Are personalized items returnable?
Because personalized items are made just for you, they can’t be returned for change-of-mind reasons.
But if there’s a mistake or damage, we’ll happily replace it under our Happiness Guarantee.
Do I have to pay for return shipping?
If the error is ours (damaged, wrong item, etc.), return shipping is on us.
If you’re returning for a personal reason, you can choose either a pre-paid label (we’ll deduct the cost from your refund) or use your own tracked carrier.
What happens if my item arrives damaged?
Take a photo of the damage as soon as you can and email it to us.
We’ll send a replacement or remake right away.
We may replace only the part that needs fixing (for example, a chain or box) to save time and waste.
Can I get a refund instead of a replacement?
In most cases, we offer a remake first so your gift still arrives as planned.
If a refund is better for your situation, we’ll handle that once the return is approved.
Section 4: Package Protection
What is Kado Ki Pale Package Protection?
Package Protection is an optional add-on that helps protect your order in case it gets lost, misrouted, or stolen after shipping.
If your package is marked “delivered” but never arrives, we’ll send a free replacement when Package Protection was purchased at checkout.
It’s a small cost for big peace of mind, especially for gifts going to another city or country.
Do I need Package Protection if you already have a Happiness Guarantee?
Our 60-Day Happiness Guarantee covers problems like damage, defects, or errors in your order.
Package Protection covers something different: when a package is marked delivered by the carrier but does not reach you.
They work together:
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The Happiness Guarantee protects what’s inside the box.
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Package Protection protects the box itself on its way to you.
How do I file a Package Protection claim?
If your tracking shows “delivered” but you haven’t received the package:
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Wait two business days since sometimes carriers mark deliveries early.
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Check with neighbors or your local post office.
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If it’s still missing, email us at komand@kadokipale.com with your order number and tracking info.
If Package Protection was added at checkout, we’ll quickly send a free replacement.
What is not covered by Package Protection?
Package Protection does not cover:
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Address mistakes made by the buyer
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Packages marked as “Returned to Sender”
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Delays caused by customs or local holidays
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Orders placed without Package Protection
For full details, visit our Package Protection Policy.
Section 5: Gifts & Packaging
Can you send my gift directly to the recipient?
Yes! You can send any order straight to the person you love. Just enter their name and address at checkout. We never include paper receipts or prices in the box, so your gift arrives ready to give.
If you’d like, you can also add a personalized message on the product page before adding to your cart.
Do you offer gift wrapping or gift bags?
Yes, we do!
You can add a Gift Wrap with Personalized Message or a Gift Bag Kit during checkout or on the product page.
Gift wrapping includes premium silver paper, a red bow, and your message printed on a card inside.
If you’re not sure which option to choose, you can see photos and details on the product pages.
Can I include a personalized message with my gift?
Of course. Many of our products let you type your message directly in the personalization box before checkout.
You can write it in Kreyòl, French, or English, whichever feels most like home.
Your message will appear beautifully printed on the included message card or inside the gift wrap.
Section 6: Product Information & Care
What materials are your jewelry made of?
Most of our jewelry is made from surgical stainless steel and finished with rhodium or 14k white gold plating.
Some designs may include Cubic Zirconia stones, engraved pendants, or leather bands.
Each product page lists the exact materials so you always know what you’re buying.
Is your jewelry hypoallergenic?
Yes! Our jewelry is made with either low-nickel or nickel-free, always lead-free materials that are safe for sensitive skin.
Rhodium-plated, gold-plated, and stainless-steel pieces are also easy to wear and care for, even with daily use.
How should I care for my jewelry?
Keep your jewelry dry and clean to protect the shine.
Use a soft cloth (like our Polishing Cloth) to remove smudges or fingerprints.
Avoid wearing your jewelry in water, while sleeping, or during heavy exercise.
Store each piece separately in a cool, dry place.
Do you offer replacements for damaged chains or boxes?
Yes. If your chain, box, or message card arrives damaged, we’ll replace that part for free under our Happiness Guarantee.
If you’d like a new chain or box later on, you can also buy individual replacements in our Complementary Items collection.
Section 7: Other Questions
How can I contact customer service?
You can reach us anytime at komand@kadokipale.com. We usually reply within 1–2 business days. We speak Kreyòl, French, and English.
Do you have a store or showroom?
Not yet. Kado Ki Pale is an online boutique.
This helps us keep prices fair and reach customers around the world.
How do I join your affiliate or influencer program?
We love working with people who believe in our mission!
If you’re a content creator, business owner, or simply love sharing good things, visit our Affiliate Program page to apply.
You’ll earn rewards for every sale you inspire.
Do you offer discounts or promotions?
Yes! We often run seasonal promotions and email-exclusive offers.
Sign up for our email list, SMS list, Whatsapp, or follow us on social media to hear about them first.
Do you sell gift cards?
Yes, our Digital Gift Cards are perfect when you want to let your loved one choose their own “kado ki pale.”
They never expire and can be used on any product in our store.
You can find them in our Gift Cards collection.
Still Need Help?
We’re always happy to help.
If you couldn’t find the answer you need, just send us an email at komand@kadokipale.com.
Our small team reads every message with care.
We can answer in Kreyòl, English, or French, depending on what feels best for you.
Your peace of mind matters to us. We’ll do everything we can to make sure your kado ki pale arrives with love.