Special Orders: Full Terms and Conditions

A B O U T   T H E   S P E C I A L   O R D E R   S Y S T E M

We gently remind everyone to read our active terms and conditions in shop carefully and understand them thoroughly. For the User Agreement or the general terms and conditions governing  the use of the web-shop, please check here.

The following outlines the terms and conditions for placing a Special Order on Kaera Crafts avenues (i.e. the website, Facebook, and Instagram) and hereafter shall be referred to as the Terms. “Special Orders” may be referred to as SO. Placing a Special Order on Kaera Crafts constitutes acceptance of these Terms. By using our services, you agree to and are bound by the Terms. Be assured that we always aim to provide reasonable, fair and ethical agreements when you do business with us. 

What constitutes a Special Order?

Special Orders consist of items that are backordered and preordered (currently out of stock items, or future collections that are yet to be released), early reservation items that will be available in shop soon (announced releases, in-transit or restocking items) and other currently non-onhand items that you wish to place an order for. 

An item is considered a special order when it is not currently available in shop and a request has been made to purchase it, along with a willingness to wait for the item to arrive. This process is governed by the expressed and outlined Terms.

You may place a request for a special order via kaeracrafts.com, or by contacting us on Facebook and Instagram

Can we place a Special Order for any items in shop?

You may place any special order for brands that we carry. However, please note that items under Special Order are always subject to (1) manufacturer and supplier availability and (2) international logistics partners’ capacity to deliver.

Placing and paying for a special order guarantees your order will be placed to the brand. It does not guarantee availability of the item.  

Which brands do you offer for Special Orders? 

For a list of brands we may be able to get you items from, please click here. If the brand you are looking for is not in the list, contact team@kaeracrafts.com to see if your order can be accommodated.


P R O C E S S I N G   A N D   S H I P P I N G   S C H E D U L E S

Is there a cut-off date for special orders, backorders and preorders? 

To better facilitate and process all Special Orders, we now have a single cut-off date monthly: every 1st day of the month (12:00AM Philippine Standard Time). 

All orders and payments should meet the cut-off marks to be included in the next batch of Special Orders.

How long will it take for my special orders to be fulfilled?

Backorders and Pre-orders are open ended; meaning, they will be placed every first day of the month and fulfilled when they are available. No ETA will be provided but it normally takes anywhere between 60 days (considered the holding period) after cut-off date for a special order to be fulfilled, but it could take longer. Orders will remain open until fulfilled, but you are free to cancel a special order past the first 50 business days after cut-off date. Depending on the items and their requirements, special orders are international orders transferred via DHL or UPS, Express Mail Service (EMS) couriers, or cargo consolidations by sea.

Naturally, early reservation items may be fulfilled significantly sooner than orders that are yet to be placed to the manufacturer, but will still be governed by the same Special Order cycle and terms by default.

Kaera Crafts may at times, but has no obligation to, send updates within the indicated and estimated turnaround period.  

Special Orders may not be cancelled within the holding period (first 60 days after cut-off date).

Do you offer express shipping for special orders? 

We encourage you to allot enough time for your special orders to be fulfilled. However, if it cannot be avoided and should you need specific items as soon as possible, please check our Special Air Freight by Shipping Cart option.  

All applicable terms remain the same (particularly deposits and payment schedules as well as availability.)

Can I combine regular and special orders?

Orders in one invoice containing both Special Orders and in-stock items will, by default, be shipped when all items in the same invoice are ready. If you wish to split your order into separate shipping arrangements, please contact team@kaeracrafts.com to make the request. Postage and Packing (P&P) charges will apply to each batch of independent delivery.


D E P O S I T S   A N D   P A Y M E N T S

Are payments or deposits required for special orders?

To discourage scalping and joy-reserving activities, our current Special Order process requires full payment for all customers. This payment will secure your reservation and should be made by the nearest cut-off date. Special orders unpaid for by the cut-off date will be cancelled. Please place a new order if you wish to have your order reprocessed.

What are your current payment options for special orders? 

Current and default payment modes apply. Banking and other payment instructions should be found in the official invoice sent to your registered email after your order is placed. For special arrangements, please contact us. 

Only paid-for special orders are to be forwarded to the manufacturer or brand.

Special Order Cancellations and Refunds

We offer a no-fuss return or refund policy for any available or on-hand items in shop. However, as Special Order items are ordered especially for you, they are (after final reservation) classified as “Sold with Finality”. For all intents and purposes, these items are considered sold and no full refunds of deposits or buyer requests for cancellation of orders may be made within 60 days from the cut-off date. 

Per our Buyer Protection policies, we cannot forcefully hold your cash payments for more than the holding period of 60 days. If your order is still unfulfilled past the holding period, it will be eligible for a full refund should you wish.

Payments made can not be exchanged for other goods or services offered in shop. For deliberately cancelled special orders, subject to approval, a minimal processing and cancellation charge of 12% of the total invoice amount or 250 (PHP), whichever is higher, will be applied. Any deposit amount paid in excess of that may still be refunded or returned. 

To protect everyone’s interest and in the spirit of fairness, the above Special Order Payment Terms will be strictly implemented. If you consider yours to be a special case, please send us a message, and we will see if we can help you with your concerns.

Orders may only be cancelled, with regrets, by either the customer or Kaera Crafts, after non-fulfilment by our manufacturers and logistics partners within 60 days after cut-off date.

Unfulfilled Orders

Out of Stock Items

Some special order items may be Out of Stock or Unavailable upon time of order. Due to the volume of orders our manufacturers and suppliers process at any given time, they often only indicate an item’s non-availability after the orders have been despatched from their warehouse and shortly before we receive them.

Kaera Crafts will continue to place your order to the manufacturer or brand within the duration of the Special Order cycle.

Limited or Rare Editions

At times but extremely rarely, manufacturers will limit the quantity of items provided to retailers. In such cases, all special order requests for the item will be prioritized, processed and accommodated in the order they were made. 

Shipping Exceptions

If an item is unable to be fulfilled by any of our international couriers (for reasons including issues on safety, issues on weight and allowable quantity, issues on Customs and Borders clearances, among others), by extension, we will regretfully be unable to fulfill the order as well.

If an order remains unfulfilled for above reasons or other reasons after the Special Order Holding Period (60 days after cut-off date), the customer has the right cancel the order past the full cycle. 

Under above circumstances, Kaera Crafts also reserves the right to cancel items ordered. The item will be removed from your invoice, the value of which is subtracted from your total invoice amount and you will be provided a refund for the item via your original payment method. You may chose to place a new order to be re-processed for the next cut-off date. 

Please note that an order that can only be partially fulfilled does not qualify as a valid reason for full order cancellation. Only the unavailable item will be refunded. In any case, you may also contact us for your options and Kaera Crafts will always aim to provide you with the best ones possible or available.

New or Future Release Items

Occasionally, we will be announcing upcoming and most awaited releases or new collections from your favorite brands. As per standard practice, we order a limited first batch of these items, and accept reservations for them. New or future release items are considered Special Orders, and will fall under the next cut-off date after release date. 


O T H E R   N O T E S

We always aim to deliver your items as soon as they are available and we are continuously working towards better logistics and delivery systems. In the meantime, we would like to emphasize that to minimize frustrations, please avoid rush orders or special orders requiring fulfilment in less than the prescribed or average period. 

Taking into consideration that most of the items will be shipped in batches from different points of origin (the USA, the UK, Germany, Australia and Japan), delivery dates are always approximate and actual delivery dates cannot be guaranteed and will not be provided. Potential, unanticipated manufacturing and logistics issues, or other circumstances beyond anyone’s control, may also contribute to slight delays in delivery. However, be assured that Kaera Crafts is committed to fulfilling all orders as best as it can and will always provide you with the best options for your orders. 

To help us expedite processing of all special orders, there will be minimal to no updates sent within the turnaround period of 60 days, save for special announcements or changes in schedule. By placing a special order, you understand that your orders will be fulfilled when available, or be eligible for cancellation past the holding period of 60 days after cut-off date.

Thank you. 

25 December 2018: The current terms and conditions for Special Orders take effect beginning 25th December 2018 and and does not affect completed transactions or placed orders made prior to this date and made via the former avenue (kraftykaeratana.com)