Customer Support

For order questions, delivery updates, product guidance, returns, or support, email us at kailora.energy@gmail.com. Please include your order number and the email address used at checkout so we can help faster.

Kailora pieces are handmade and prepared with care. After your order is placed, the estimated making time is 1-3 business days. Because many pieces are prepared from Tibet and then sent to our Hangzhou operations center for final checking and dispatch, the estimated ship-out time is usually 7-10 days after ordering.

After dispatch, the estimated delivery time for most orders is around 14-21 days. Actual delivery may vary depending on destination country, customs processing, carrier schedules, holidays, and local delivery conditions.

If you have not received your package within 30 days, please contact Kailora at kailora.energy@gmail.com with your order number. After we confirm the delivery status, we will arrange a reshipment when appropriate.

If you need to change your shipping address or order details, contact us as soon as possible. Once the order has entered handmade preparation or dispatch processing, changes may no longer be possible.

If your Kailora piece is not right for you, please contact us before sending anything back. Eligible return or exchange requests are reviewed according to our Returns & Exchanges policy, and items should be unworn, unused, and in original condition whenever possible.