DELIVERY & RETURNS

We are currently offering free UK Standard Delivery on all orders over £95. 

 

UK Standard Delivery £5 on all orders under £95

Please allow up to 3-5 working days for your goods to arrive. We use Royal Mail to send all of our UK parcels 1st Class delivery, please note that all parcels will require a signature upon delivery.

We endeavour to send out all orders within 1 day of order but occasionally there may be a small delay.

  

Europe - £15.00

All deliveries to Europe will be sent via Royal Mail and a signature will be required upon delivery. Delivery times are approximate, but your delivery should reach you within 3-10 working days.

Countries we deliver to: Andorra, Austria, Belgium, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and Vatican City State

 

Delivery to the Rest of the World - £15

All international deliveries will be sent via Royal Mail and a signature will be required upon delivery. Delivery times are approximate, but your delivery should reach you within 5-10 working days.

Countries we deliver to: Australia, Bahrain, Canada, Hong Kong, Israel, Japan, Korea, Kuwait, Malaysia, New Zealand, Saudi Arabia, Singapore, South Africa, United Arab Emirates, and USA.

We cannot deliver to PO Boxes and similar as  a signature will be required for the delivery.


Frequently Asked Questions 

Where do you deliver?

We aim to deliver to the following destinations:

UK: UK, Northern Ireland, Highlands and Islands, Channel Islands, Isle of Man, British Forces Post Office.

Europe: Andorra, Austria, Belgium, Croatia, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, Turkey and Vatican City State.

Rest of World: Australia, Bahrain, Canada, Hong Kong, Israel, Japan, Korea, Kuwait, Malaysia, New Zealand, Saudi Arabia, Singapore, South Africa, United Arab Emirates, and USA

 

How much does delivery cost and how long will it take?

We aim to keep our delivery costs as competitive as possible – please refer to our price list for all UK and International deliveries.

 

My order is delayed. What should I do?

We are sorry to hear that your order has not reached you yet. Please contact us by email at [email protected] We aim to respond to all customer enquiries within 24 hours.

 

My country is not listed. Can you still deliver to me?

We aim to deliver to as many countries as possible worldwide, but there are a few exceptions. If you have a specific country enquiry, please email [email protected] for more information. 

 

What happens if my order arrives in two deliveries – am I expected to pay postage twice?

Don’t worry, you will only pay for one lot of postage per order, no matter how many parcels.

 

Are you able to cancel an order?

Of course. Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. Should you wish to cancel your order, email [email protected]

 

Duty and Customs

Kiraku Ltd operates on a DDU (Delivery Duty Unpaid) basis. If your order is being delivered outside of the European Union, local import duty and local taxes may be applicable. Such import duties may impose a delay in your goods clearing customs, of which Kiraku has no control.Kiraku is not financially responsible for any local import duties and taxes imposed on your goods.

Any local duty/taxes/customs fees imposed are payable locally by the purchaser. The purchaser is responsible for providing any information required by Customs & Excise to ensure the goods are cleared.

Please note Kiraku is unable to refund any duty paid on items returned to us either due to fault or unsuitability as this is a contract between the purchaser and their own countries Custom & Excise. If you are unsure of whether to expect to pay duty on goods shipped to your country from the UK, please contact your local Customs & Excise office who will be able to advise you further.

 

Online Returns

We hope that you are happy with the items that you have purchased from Kiraku Ltd. However, we do understand that you may wish to return your items for a refund if they are not suitable.

If bought online, items may be returned to us by post. Both full price and sale items may be refunded.

Kiraku online offers a no-quibble 14 day returns policy on full price and sale items. Items received after the time periods stated will not be eligible for a refund unless items are found to be faulty. Please note that we do not offer an exchange policy online on any item(s). Should you wish to order another item or size, we advise that you place a new order online.

We aim to issue refunds within 14 days of receipt of returned items. However, please note that it can take up to 21 days for sums to be credited to your account.

Unfortunately we do not offer free returns, therefore the cost of the return is the customer's responsibility. Please be sure to obtain a proof of postage when returning items to us. We cannot be held responsible for items that fail to reach us.

Our full returns address is as follows: 

Kiraku Ltd, Unit 10 Kingsmead Business Park, Gillingham, Dorset  SP8 5FB

 

Returns may be made by post to the above address. Please note that this does not include any independent Kiraku stockists.

Goods must be returned unworn with tags still attached and in their original packaging. Unsuitable goods that are returned in an unusable condition will not be eligible for return, and will be returned to the purchaser. We recommend that goods are either sent back in their original packaging or in a protective jiffy bag, available from most local Post Offices.

You will find a Returns Note with your goods. Please make sure that you include a completed Returns Note with the items you wish to return so that we can forward your comments to our design team, who are always keen to receive feedback from our customers.

For further information and terms and conditions relating to contract cancellation, please refer to our Terms & Conditions section email us at [email protected]

 

New Collections

Full price items can be returned for a full refund within 14 days of purchase. An exchange or credit note will be offered for items returned within 28 days of purchase.

Sale Items

If your sale item is unsuitable, we will provide an exchange or credit note within 7 days of purchase. We regret that we are unable to offer refunds on sale items purchased in store.

All returns must be in their original condition with tags attached.

 

Cancellation of Contract

If you are based in the EU under the ICACRs, you have the right to cancel your online order with us at any time before you receive the goods you ordered within 14 days without giving reason.

You must notify us within writing that you wish to cancel the contract for your entire order. You can either email [email protected]

The cancellation period will expire 14 days from the day after you received your order provided you give us written notice. You have 14 days to notify us that you wish to cancel your contract. The cancellation of contract applies to your entire order. Once a customer has notified us that they wish to cancel their order they then have an additional 14 days to return the item to us. Please note that customers must bear the cost of returning the item to us. Your outbound postage will be refunded where charged.

 

Faulty Items

It is very rare that Kiraku Ltd receives returns due to faulty items. However, very occasionally faults do occur. If you suspect your item may be faulty, please return it to the address below along with a completed Returns Note. 

Should we find that your item is faulty, we will offer you a full refund inclusive of outbound and return postage costs. We will process refunds within 14 days of receipt of your item(s), however please note that refunds can take up to 21 days to show on your account. Please note that items damaged as a result of wear and tear are not considered to be faulty and will be returned to the purchaser.

Will you refund my postage costs?

Postage costs will only be refunded where goods are found to be faulty. Please note that any local customs or duty charges paid by the purchaser cannot be refunded by Kiraku Ltd, as this is a contract between you and your own country's Customs & Excise. We cannot be responsible for packages that fail to reach us. Free certificates of postage are available from the Post Office.

Should you have any queries regarding our returns policy, please do not hesitate to contact us at [email protected]m. 

Your statutory rights remain unaffected by this policy.