FAQ

Frequently Asked Questions (FAQ)

Welcome to our Kasandy FAQ page! Below, you’ll find answers to common questions about shopping, payments, shipping, store pickup, custom orders, and more. If you don’t see your question here, feel free to Contact Us.

1. Is it safe to shop at Kasandy.com?

Yes! Your privacy and security are our top priority.

  • Our website uses 128-bit SSL encryption to protect your personal and payment details.
  • You will see “https” in our URL, which indicates a secure shopping environment.
  • We use trusted payment gateways to process transactions safely.

Shop with confidence knowing that your information is safe with us.

2. What should I do if I encounter an error while placing an order?

If your order page freezes or you receive an error message during checkout, DO NOT resubmit immediately. Instead:

✅ Check your email for a confirmation message (your order may have gone through).
✅ Contact our Customer Support Team at info@kasandy.com or call +1 (778) 385-4480 to verify your order status.

This helps avoid duplicate charges or accidental multiple orders.

3. Can I pick up my order in-store?

Yes! If you're in Vancouver or visiting the city, you can pick up your order at our Granville Island store.

📍 Store Address:
Kasandy – Ethical African Trade
1666 Johnston St, Vancouver, BC V6H 3R6, Canada

🕒 Pickup Hours:
Monday – Sunday: 10:00 AM – 6:00 PM

To choose in-store pickup:

  • At checkout, select the "Pick up from Store" option.
  • You will receive an email notification when your order is ready for pickup.

4. Do you ship outside Canada?

Yes, we ship worldwide!

  • International shipping rates are calculated at checkout based on your location.
  • Any applicable taxes, duties, or customs fees are the responsibility of the buyer.
  • Delivery times may vary based on your country.

For more details, check out our Shipping & Returns Policy.

5. What payment methods do you accept?

We accept:

✔ Credit Cards: Visa, Mastercard, American Express
✔ Visa Debit Cards
✔ PayPal

💳 More payment options will be available soon! All prices are displayed in USD (United States Dollars).

6. Can I cancel my order after placing it?

If you need to cancel your order, contact us as soon as possible:

📧 Email: info@kasandy.com
📞 Phone: +1 (778) 385 4480

  • If your order has not been shipped yet, we will process your cancellation and issue a full refund.
  • If your order has already been shipped, we may not be able to cancel it, but you can request a return.

7. If I’m local, can I get delivery instead of shipping?

Yes! If you're in Vancouver or the Lower Mainland, we offer:

✔ Free store pickup (see Question #3)
✔ Local delivery – Just leave a note in the order comments, and we’ll coordinate with you for delivery.

8. Can I place custom orders for handmade products?

Yes, we welcome custom orders! 🎨

  • If you’re looking for a unique, handmade piece, contact us with details and images (if available).
  • We’ll work with our artisans to see if we can create a custom product just for you.

📩 Email us at info@kasandy.com with your request.

Still have questions?

We’re happy to help! Reach out to us:

📧 Email: info@kasandy.com
📞 Phone: +1 (778) 385 4480
📍 Visit us in-store at Granville Island, Vancouver