Frequently Asked Questions
About KIXWAY
What is KIXWAY? KIXWAY is a US-based luxury handbag brand, crafting every piece from genuine cowhide leather. We currently ship to the United States, Canada, Germany, the United Kingdom, and Australia.
Where are you based? We are headquartered at 5900 Balcones, Austin, TX 78731, United States.
Products & Materials
What material are your bags made from? Every KIXWAY handbag is crafted from genuine cowhide leather, known for its durability, rich texture, and the natural patina it develops over time.
How do I care for my bag? Please refer to our [Leather Care Guide] for full instructions on cleaning, conditioning, and storing your cowhide leather handbag. In short: never machine wash, hand wash, or submerge your bag in water — use a soft dry cloth for everyday cleaning and a leather-specific conditioner periodically.
Will my bag's color or texture vary slightly from the photos? Yes, slightly. As a natural material, cowhide leather can show minor variations in grain and tone from piece to piece — this is a natural characteristic of genuine leather, not a defect.
Orders
How do I place an order? Simply select your item, choose any available options, and check out through our secure checkout. You'll receive an order confirmation by email once your purchase is complete.
Can I change or cancel my order after placing it? Please contact us at kixwayll@gmail.com as soon as possible. If your order has not yet been processed for shipment, we'll do our best to accommodate changes or cancellations.
Do you offer gift packaging? Please reach out to us directly at kixwayll@gmail.com to check current availability for gift packaging.
Payment
What payment methods do you accept? We accept major credit cards and supported digital wallets, including Apple Pay, Google Pay, Shop Pay, and PayPal, as shown at checkout.
Do prices include taxes and duties? Prices shown at checkout do not include import duties, customs fees, or local taxes for international orders. These may be charged separately by your country's customs authority upon delivery.
Shipping
Do you offer free shipping? Yes. We offer free shipping on all orders, on every item, to the United States, Canada, Germany, the United Kingdom, and Australia.
Are there any exceptions to free shipping? Deliveries to designated remote areas within any of our serviced countries are subject to an $80 USD surcharge to cover additional carrier costs. This will be clearly shown at checkout if it applies to your address.
How long does shipping take? Standard delivery typically takes up to 2 weeks from when your order is processed. Where expedited shipping is available at checkout, delivery takes approximately 4 business days.
Will I have to pay customs fees? Customers in Canada, Germany, the UK, and Australia may be responsible for customs duties or import taxes charged by their country upon arrival. These are not included in your order total.
How can I track my order? Once your order ships, you'll receive an email with tracking information so you can follow your delivery.
My order hasn't arrived yet — what should I do? If your order is taking longer than expected, please contact us at kixwayll@gmail.com and we'll help track it down.
Returns & Refunds
What is your return policy? Returns are accepted within 14 days of receiving your item, but only where the product is not as described or arrives damaged. Clear photographic or video proof is required to support the claim.
Who pays for return shipping? The customer is responsible for return shipping costs.
Can I return an item because I changed my mind? Our standard policy does not accept returns for change of mind. UK and EU customers retain their statutory 14-day withdrawal right under applicable consumer law; Australian customers retain their rights under the Australian Consumer Law. See our [Returns Policy] for full details.
How do I start a return? Email kixwayll@gmail.com within 14 days of delivery with your order number, a description of the issue, and supporting photos or video.
When will I get my refund? Once we receive and inspect your returned item, we'll notify you of the outcome. Approved refunds are issued to your original payment method within a reasonable timeframe.
Contact Us
How can I reach KIXWAY? We're happy to help with any questions:
KIXWAY 5900 Balcones, Austin, TX 78731, United States Email: kixwayll@gmail.com Phone: +1 (604) 871-3523
