1. Introduction

1.1 This policy covers the delivery methods, charges and timescales that apply to orders for our products made through our website.

1.2 This policy is a legally binding document, and forms part of the contract of sale between you and Kikulu.

2. Free UK delivery

2.1 We offer free delivery to all mainland UK addresses.

3. Geographical limitations

3.1 We will deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.

3.2 We will endeavour to deliver to all international destinations where possible. International customers will have a shipping rate and type applied at checkout.  We offer a flat rate for EU shipping. If the actual cost of delivery is less than this flat rate we will refund the difference.

4. Delivery Methods

4.1 The methods that we use to deliver our products, and the timescales within which delivery is usually completed, are as follows:

4.1a If your delivery address is on the United Kingdom mainland, we will use Royal Mail standard delivery. If you have any special delivery requirements please contact us by email at [email protected] to see if we can arrange this.

4.1b If your delivery address is an EU (non UK) destination you will be offered a flat rate for delivery. We will use Royal mail international standard delivery and if this costs less than the flat rate that you pay we promise to reimburse the difference.

4.1c If your delivery address is an other international destination (non UK or EU) we offer Royal mail options for you to select at checkout. If, for any reason, the cost to deliver is less than you pay we will reimburse the difference.

5. Delivery timescales

5.1 The delivery periods set out in this Section are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

5.2 We will process all orders within one to two days of receipt. If your order is particularly urgent you may contact us by email at [email protected] and we will endeavour to comply with your needs. For example we will dispatch by first class or special delivery if we can.

5.3 Delivery times will be subject to the Royal Mail timescales for standard delivery (second class within the UK is expected within two to three working days after collection).

5.4 Under certain circumstances we may not be able to process your order in the timescales quoted above and in these periods this information will be indicated on our website with the dates when normal dispatch conditions will resume.

5.5 We will make every effort to deliver goods within the estimated timescales. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example extreme weather, flood or fire. Kikulu shall have no liability for any delay or failure to deliver the products within the estimated timescales.

6. Delivery charges

6.1 Delivery charges will be calculated by our website and automatically applied during the checkout process.

6.2 Charges will depend upon the delivery method you select and the location of the delivery address.

6.3 You may contact us by email to discuss delivery requirements at [email protected]

6.4 Our delivery charges are as follows:

6.4a Cost to UK destinations – no charge

6.4b Cost to EU destinations – flat rate  £7.95

6.4c Cost to International (non UK or EU) destinations via Royal Mail will be calculated at checkout and will offer you a range of choices.

7. Local import duties

7.1 Local import taxes and duties are the responsibility of the customer.

7.2 The Local import taxes and duties processes carried out by the Customs / Revenue Authorities can result in delays, and may affect the delivery timescales we have provided to you.

7. Delivery tracking

7.1 Delivery tracking may not be possible for international orders to the delivery destination. Customers will be advised at the time of purchase if full or partial delivery tracking is available.

7.2 Standard delivery mechanisms do not provide delivery tracking. If you are in the UK or EU and  require tracking please contact us prior to purchase.

8.Delivery problems

8.1 If you experience any problems with a delivery, please contact us at [email protected]

8.2 If our delivery service provider is unable to deliver your products, and such failure is your fault and you do not collect your products from our delivery service provider within the relevant time limit we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery even where the initial delivery was free of charge.

8.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a) you provided the wrong address for delivery;

(b) there is a mistake in the address for delivery that was provided;

(c) the address for delivery is not reasonably accessible;

(d) the address for delivery cannot safely be accessed;

(e) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

9. Contact details

If you have any queries about delivery please contact us by email at [email protected] and we will make every effort to accommodate your delivery requirements.