Shipping

When will my order be shipped?

We aim to dispatch all orders from our studio within 3 business days. If there is any delay in processing your order, you will be notified by email. Framed prints take a few days longer as they are custom made to order.


How long does delivery take?

 United Kingdom 1-2 business days
Europe 3-7 business days
USA & Canada Standard 5-10 business days
USA & Canada Express 2-4 business days
Rest of World 7-15 business days

Can I track my order? 

If your order is shipped with tracking, you will receive a tracking number and link in your shipping confirmation email. Generally domestic (UK) orders, and international orders with a value under £20 are shipped without tracking, and international orders with a value over £20 will be shipped with tracking. Express delivery is always tracked.  

Will I be charged customs or import fees?

Customs and import fees vary from country to country and we advise that you check local laws to see whether you will be charged. If your parcel does incur customs taxes or duty it's entirely up to you (as the receiver) to cover these costs. Unfortunately, as these charges differ we are unable to directly advise you on what these might be. 

If you decide to refuse your delivery, you may still be held responsible for the original customs fees or import duties and the cost of returning the package to cai & jo. If a delivery is refused by you then, unfortunately it is not eligible for refund. 


What do I do if I think my order hasn't arrived?

First of all, check the address on your order. If it's going to the correct address, check to see if it has tracking. If you've done this and still think it might be lost, then please only get in touch 4 weeks after your order has been dispatched if it is international, and 2 weeks for domestic (UK) orders.

In the rare occasion that your order has gone missing in the post, we will send a replacement to the original address if it has not arrived after 4 weeks. 


Why is the shipping rate at checkout different to the rate on the cart page?

Shipping rates shown on the cart page are estimated based on the IP address of the device you are viewing our website on. If you are viewing the website with a VPN, you may see inaccurate shipping rates on the cart page. 

Shipping rates shown in the cart in currencies other than GBP (£) may have slight discrepancies to the ones shown at the final stage of checkout due to fluctuations in exchange rates.