can i cancel my order?
if your order hasn’t shipped yet, contact us and we’ll cancel it right away. once it’s on its way, simply return anything you don’t want within 30 days.
i put the wrong address in my order, what should i do?
message us as soon as you can. if the parcel hasn’t left our warehouse we’ll update the address; if it has, we’ll help reroute or reship it.
i have not received my order confirmation, what should i do?
check your spam and promotions folders first. if it’s still missing after 30 minutes, contact us with your name and email and we’ll resend it.
how can i check the status of my order?
sign in to your account and open “my orders” for live status, or use the tracking link in your dispatch email.
how can i track my package?
every order ships with a tracking link sent by email the moment it leaves us — tap it any time to see where your parcel is.
what payment methods do you accept?
we accept all major cards, apple pay, google pay, and cash on delivery in selected areas.
is it safe to pay on your site?
yes — every payment is encrypted and processed through a pci-compliant gateway. we never store your full card details.
my payment failed — what should i do?
double-check your card details and billing address, then try again. if it keeps failing, contact your bank or reach out and we’ll help.
how do i create an account?
tap the profile icon and choose “create account” — it takes seconds, and your orders and favourites are saved from then on.
i forgot my password.
select “forgot password” on the sign-in screen and we’ll email you a secure reset link.
how do i update my details?
sign in and open account settings to update your email, address, and communication preferences any time.
are your products cruelty-free?
every kayanek product is 100% cruelty-free and never tested on animals. most of our range is vegan too — look for the vegan badge on each product page.
how do i find my foundation shade?
take the skinIQ scan for a shade suggestion, or order up to three shades and keep only the one that matches — returns on the others are free within 14 days.
are your products suitable for sensitive skin?
yes — our formulas are dermatologist-tested and fragrance-conscious. each product page lists its key actives so you can choose with confidence.
