Shipping, Returns and Exchanges Policy

Where do we ship KACAU products?

You can receive KACAU items/products worldwide.

How long does it take for your order to arrive?

KACAU entrusts the delivery of its orders to DHL, and punctually to other carriers. Delivery times may vary depending on the time of year, location and current contingencies. Under normal conditions, shipments have the following deadlines:

  • Mainland Portugal: 1 to 2 business days,
  • Portugal Islands: 2 to 3 business days,
  • Rest of the world: 3 to 7 working days.

What are the shipping costs for orders?

Transport costs will be added to the value of your order, depending on the destination of delivery.

On the website, when you are placing your order, you will receive detailed information about the transport costs associated with your location.

For orders placed in Mainland Portugal and from 100 € upwards, KACAU offers the transport costs.

For international shipments, orders may be subject to additional customs fees, which will be the responsibility of the customer.

Where can you receive your order?

DHL can deliver to the address you choose or, alternatively, you can collect your order directly from one of its Service Points. For the latter case, if, during the ordering process, you choose the option to pick up the KACAU item/product at a DHL Service Point, you will be entitled to a 10% discount on the amount of transport costs. This discount is only available for domestic and European shipments.

Link to check DHL Service Points:

How can you return or exchange a KACAU item/product?

Our products have the characteristic of being for personal use and with direct skin contact. In order to guarantee the hygiene and safety of all our customers, our return and exchange policy is very strict.

Return and exchange conditions

KACAU will allow the return or exchange of the product free of charge only in the following situations:

  • error in sending the product (the product received does not correspond to the one ordered),
  • the item/product has a serious defect that makes it impossible to wear, demonstrated to be the responsibility of KACAU.
  • Returns validated by the support team and made through delivery at DHL Service Points in Portugal and in most European destinations. Item must be returned completely intact, accompanied by the following elements in perfect condition:
  • the corresponding invoice,
  • fabric and paper labels,
  • the package,
  • the plastic protection* intact,
  • any other elements that are part of the order that led to the return.

*In the case of panties, since they are in direct contact with the intimate areas, we put a protective strip on each item. It is a plastic film that cannot be removed or torn in case you want to return or exchange the item. If you want to make a return or exchange, the protective film cannot have been moved or removed, nor can it be returned in poor condition, torn or dirty.

There are no exchanges or returns of items/products that have been altered, washed, used, with odours or in any way damaged by misuse.

KACAU is not responsible for the misuse of its items/products, nor for the incorrect washing of the same. We always suggest that you consult the information on Washing Care. We also invite you to consult the Size Guide and the Fitting video, so that you can make the most informed purchase possible.

The customer support team is at hand to help if you have any questions.

Returns and Exchanges Process

According to Decree-Law No. 24/2014, of February 14, to make a return or exchange request, send us an email, within a maximum period of 14 working days after receiving your order, to with the subject “Request for Return/Exchange", summarizing the reason for your contact, adding photos of the product and attaching your invoice and all the elements mentioned in the previous point.

In case of exchange, you must also indicate the desired new product.

KACAU will respond to your request within a maximum period of 72 hours, after receiving the e-mail with the return or exchange request.

In case there is any doubt about the condition of the returned products, the decision of the KACAU team will always prevail, in order to guarantee that fraudulent returns are not made of products that have been used or that are in poor condition.

Once your return or exchange request has been received and approved, you will receive by email all the collection information as well as the return label that you can print and stick on the closed package to be returned.

If you choose to return the product through one of the Service Points, the return is free in Portugal and in most European destinations. At Service Points in the rest of the world, there will be a shipping cost that is similar to the initial shipping cost.

If you prefer DHL to collect the return at your home, each country has an associated cost. For information purposes, we share with you the costs associated with this service:

Collection in national territory, islands and Spain: 3€

Collection in the rest of Europe: €3.5

Rest of the World: Approximate cost of shipping, depending on the area.

If you choose another shipping method (other than DHL), the process and costs will be at your responsibility.

In the case of an exchange, you will receive the new product within the delivery period corresponding to your geographical area.

All returns and exchanges are subject to stock availability.

We may update this policy from time to time to reflect, for example, changes in our practices or for other operational, legal or regulatory reasons. To this extent, we advise you to read it regularly.

Lisbon, April 28th, 2023