Shipping + Delivery Policy
Express Delivery (FREE): To USA Only
Express Delivery : Ships in 1 to 3 working days and Transit Time takes additional 3-7 working days.
Deliveries are typically made Monday to Friday between 8.00 am - 6.30 pm.
Working days are: Monday to Friday (and don't include public holidays or weekends).
We do not ship the orders on weekends or holidays.
Shipping: U.S. orders transit time takes within 3-7 days
All orders will receive an email confirmation that includes tracking information once the package ships.
Delivery Issues (Lost, Damaged, or Missing Packages)
Shipping timelines are estimates and may be affected by factors outside our control (carrier delays, weather, customs, peak demand, or other service disruptions).
Lost in transit (replacement eligible): A package may be considered “lost in transit” if tracking shows no movement for 10 consecutive business days (after it has shipped) or if the carrier confirms the shipment is lost. If this happens, email keziaserashop@gmail.com with your order number and tracking information. Where eligible, we will assist with a replacement at no additional cost. We may require confirmation from the carrier and/or a completed claim before issuing a replacement.
Damaged in transit (replacement eligible): If your order arrives damaged, email us within 48 hours of delivery with your order number and clear photos of the packaging and item(s). Where eligible, we will arrange a replacement. We may require confirmation from the carrier and/or a completed claim before issuing a replacement.
Marked delivered / missing after delivery: If tracking shows the order was delivered but you did not receive it, you must contact the carrier directly to open an investigation and/or file a claim. We are not responsible for packages marked as delivered that are missing due to theft, mis-delivery, or access issues.
Incorrect address: Customers are responsible for providing a complete and accurate shipping address. Orders that are returned, delayed, or lost due to an incorrect or incomplete address may require an additional shipping fee to reship and may not be eligible for a refund.