Shipping and Returns Policy

Shipping & Packaging

We dispatch all orders within 24 hours or next working day upon receipt of payment.
Our delivery services are detailed below. For security reasons, orders over £50 will only be shipped to the billing address provided.

Postage depends on the weight & location of your order.

By Royal Mail

All orders are sent out through Royal Mail Recorded Delivery or Business Post Courier. All items required a signature on delivery, therefore, we are unable to take instructions such as : " Leave parcel in the porch", "Place it near the bin" or "Put it behind the plant" etc .....

The Royal Mail delivery man will leave a card through your door if you are not in at the time of delivery. Recorded Delivery items are only kept at the main local collection depot for one week, so please ensure you collect the item within this timescale. If it is not collected after 7 days, the item will be returned to us which will incur more postage costs made payable by you to enable us to resend the item to you.

UK Deliveries:

UK mainland deliveries from £3.95. Estimated arrival time is 2-10 working days.

European Deliveries:

From £4.95. Estimated arrival time 4-10 working days.

International Deliveres:

From £5.95. May take up to 7-28 days.All of our parcels are sent by Royal Mail or Parcelforce. Delivery times quoted are not guaranteed.

Special Delivery – Signed For

Delivery 1-2 working days from order (next day delivery only guaranteed for orders placed before 3pm). This will give your order maximum priority. This option requires a signature on arrival for proof of delivery. We will either use Royal Mail Special Delivery or Business Post Couriers for this service, depending on the weight of your item. This method does, with Business Post, include trackable information and some basic tracking details with Royal Mail.

By Business Couriers

Most orders are processed and shipped within 24 working hours, so should arrive with you within 2-4 days, though we quote 3-5 in case of busy periods, and up to 7 at peak times i.e. Christmas. Please note we cannot pass on delivery instructions for any of our delivery services (i.e. leaving the parcel with a neighbour) to our couriers as we use third party couriers. If you cannot be at your address to receive your parcel, please specify an alternative delivery address where someone will be available to accept delivery. We cannot be held responsible for delays caused if the parcel has been attempted to be delivered within the time stated but no one is available to receive it.We recommend choosing our courier services during the Royal Mail strikes to ensure you receive your goods promptly. The strikes can delay normal delivery for several days. We cannot be held responsible for delays caused by Royal Mail strike action. Any queries, please email us at here sales@kawaiisecrets.co.uk PLEASE do contact us if you need to meet a certain delivery date such as a birthday and we will do our very best for you. There are 3 options for UK delivery.

Packaging

We reuse boxes and packaging materials where we can to do our best to save the planet.

Returns

Please contact us BEFORE you send the item back via Contact Us page.
Your refund will only be eligible if it is returned within 7 days after receipt of the item(s).

Under no circumstances will we accept returns that smell of smoke, have been used, are marked in any way or have pet hairs on them. All goods must be returned in the condition they were delievered with any original sealed packaging intact.

Items which are not covered under our Faulty Goods Policy are returned at your own cost and you must obtain proof of posting. We recommend using a Recorded or Special Delivery service to ensure that the cost of the goods you are returning is covered in the event of postal loss or damages in transit.

Your refund will be dealt with for the returned item(s) once we have received and examined the product(s). Please note that delivery charges are non-refundable for exchanges and that additional postage will apply.

Faulty Goods

If within reasonable time a product is found to be faulty, you will be offered either a refund or replacement.

These goods should be returned to us so that we can submit them to the relevant manufacturers for a manufacturers report. Please contact us by email before returning any item. This will help us to deal with your enquiry promptly. A refund or replacement will only be offered if the manufacturers report deems the item faulty. We will also reimburse you for the cost of returning the item should it be determined as faulty. All returned items are quality checked and acceptance of the returned item as faulty is determined by the result of the manufacturers report. Please note that general wear and tear is not covered by our faulty returns policy. Goods damaged in the post are also not covered under this section, please refer to "Goods Damaged in Transit" policy.

General Returns / Cancelation

We will accept returns for a full products refund (NOT Postage) within 7 days beginning the day after the day on which you received the goods. Items returned after this period and up to 14 days from the delivery will be allowed either an exchange or a credit note. Returns cannot be accepted after this period has expired. Postage and packaging charges will apply for the sending of exchange items or future orders purchased with a credit note. Should you wish to cancel, general returns are not eligible for the cost of returning the item to us.

Problems with Deliveries

Lost parcels

All our parcels are clearly labelled with a delivery and return address label. Unless you have chosen one of our signed for services (Royal Mail First Class Signed For) we cannot track your parcel. If your parcel is undelivered within the period stated in our delivery information from the date of your order, you should first contact your local sorting office to see if they are holding it.

If your parcel has still not arrived or been returned to us within 14 working days of dispatch (28 working days forinternational orders), we can either send a replacement of the item(s) or issue a credit note (credit notes are valid for 6 months from the date of issue) to the full value of your order. We must receive notification from you in writing within 14 days of your order that your parcel has not arrived. Claims made after this time cannot be upheld.

We can only issue a refund for a lost item if it is returned to us (please also see our policy on returned parcels below).

Goods Damaged in Transit

If your parcel is damaged in transit we will replace the item free of charge. We will require proof of the damage and a written statement so that we can proceed with a compensation claim.

Returned Parcels

Parcels which cannot be delivered due to incorrect or insufficient address details (i.e. as 'Addressee gone away', 'Not known at this address') provided on your order and are returned to us incur a £5 handling charge. You will also be eligible for the cost of us resending the parcel. Parcels will only be resent once the charges have been met. Failure to comply with these charges will result in the order being cancelled and items refunded minus the original postage and packaging charge and the £5 handling charge.

Uncollected Parcels

Royal Mail and Business Post will leave a note if you are not there to receive the parcel. It is your responsibility to call either company to arrange a redelivery or collect the parcel. Parcels returned to us marked as 'Not called for' will incur a £5 handling charge. You will also be eligible for the cost of us resending the parcel. Parcels will only be resent once these charges have been met. Failure to comply with these charges will result in the order being canceled and refunded minus the original postage and packaging charge and the £5 handling charge.

Refused Parcels

Should you need to refuse a parcel for any reason, please contact us in advance to obtain authorization. Business Post parcels refused, will be charged to us at cost of £20.00. If prior authorization has not been given, this charge will be deducted from the cost of the returned items.