Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Yes, orders can be canceled or edited within 24 hours of purchase. Because our pieces are made to order and move into production quickly, we cannot guarantee changes after this window.
What to do
- Use the contact page or email info@northkaiser.com.
- Include your order number, full name, and the change you need (cancel, address edit, item change).
- If a standard-size piece has already shipped, you can return it within 30 days of delivery.
We usually reply within one business day.
How can I track my order?
How can I track my order?
Once your order ships, we’ll email you a shipping confirmation with your tracking number and a direct tracking link. You can also track anytime by logging into your account and going to My Orders → Track package. Can’t find the email? Check your spam folder or contact info@northkaiser.com
What if there is a problem with my order?
What if there is a problem with my order?
No worries, we’ll make it right. Please contact us at info@northkaiser.com or via the contact form and we’ll reply within one business day. Include your order number, a short description, and photos/video of the issue (and the shipping label/packaging if damaged).
- Damaged, wrong or defective: tell us as soon as you can, ideally within 7 days of delivery, and please keep the packaging and the piece until we advise, as the carrier may require it. Reporting later does not end your rights; we will still review it.
- What we offer: a free replacement, reshipment, missing part, or a refund, or another remedy the law provides.
- Late or missing: first check the tracking link in your shipping email. If there’s no movement 5 business days past the estimate, reach out and we’ll investigate and reship if needed.
I didn't receive all of my order?
I didn't receive all of my order?
Some orders ship in multiple parcels and may arrive separately; if the rest hasn’t arrived within one business day of the first delivery, please contact info@northkaiser.com with your order number.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Standard sizes can be returned within 30 days of delivery. The piece must be unused and in its original packaging. Return shipping is paid by you; we can send the label and take its cost off your refund. Custom-made Made to Measure pieces are generally not eligible for change-of-mind cancellations or returns once the final design has been approved in writing and production has begun. This does not affect your rights for damaged, defective, incorrectly supplied or materially non-conforming pieces. Details are on our Returns page.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return; if there’s a product issue, please include a few photos or a short video showing the problem. We’ll reply with instructions and the return address. Return shipping is paid by you; if you prefer, we send a label and take its cost off your refund.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Exchanges are product- and stock-dependent; please contact us with your order number and preferred item, and we’ll confirm the best option together: exchange or return/refund.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
We refund you within five business days of the piece arriving back, to your original payment method. Exchanges ship promptly with tracking.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Preparation time: 5–10 business days; shipping: an additional 3–7 business days. Total: 8–17 business days for standard sizes. For custom sizes and new designs, we give you the estimate in writing before you order.
Will I pay any customs and shipping fee?
Will I pay any customs and shipping fee?
Shipping is free worldwide, including all 50 US states, with import duties paid. There are no excluded destinations or regional shipping surcharges. The carrier and delivery arrangements depend on the product and destination; any special arrangements are confirmed before you order. Applicable US sales tax is shown at checkout.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Which country do you ship from?
Which country do you ship from?
We design and produce in Türkiye and ship worldwide from there, including all 50 US states, with free shipping and import duties paid. The carrier and delivery arrangements depend on the product and destination; any special arrangements are confirmed before you order. Applicable US sales tax is shown at checkout.
Product Info & Care
What materials do you use?
What materials do you use?
Our mirrors come either with wood frames or frameless, and our LED mirrors add built-in LED lighting. Color appearance can vary slightly with lighting and viewing angle.
How do I clean and care for my item?
How do I clean and care for my item?
Wipe with a soft, damp cloth, then dry with a soft cloth to prevent water marks. Do not use chemicals or abrasives; hard polishing can damage the finish.
