Shipping policy

Shipping Policy

Last Updated: August 2026

At Kiyza, we aim to provide a reliable, transparent and efficient delivery service. This Shipping Policy explains how we process, dispatch and deliver Orders placed through our Website.

Please read this Shipping Policy carefully before placing an Order. By purchasing Products from our Website, you agree to this Shipping Policy together with our Terms and Conditions.

Delivery Locations

We currently deliver throughout the United Kingdom.

We may also offer delivery to selected international destinations where this is displayed during checkout.

We reserve the right to refuse or restrict delivery to certain countries, regions or addresses where delivery is unavailable, impractical or restricted by law or our delivery providers.

Order Processing

Orders are normally processed within one (1) to two (2) Business Days after payment has been successfully authorised.

Orders placed on weekends or public holidays will usually begin processing on the next Business Day.

During periods of exceptionally high demand, promotional events, public holidays or circumstances beyond our reasonable control, processing times may be longer. Where reasonably possible, we will keep customers informed of any significant delays.

Processing times are separate from delivery times.

Delivery Times

Estimated delivery times are displayed during checkout where available.

Typical delivery estimates are:

Standard Delivery: approximately 2–5 Business Days after dispatch.
Express Delivery (where available): approximately 1–2 Business Days after dispatch.

All delivery times are estimates only and are not guaranteed unless expressly stated otherwise.

Delivery may occasionally take longer due to factors outside our reasonable control, including:

courier delays;
severe weather;
customs clearance;
public holidays;
industrial action;
transport disruption;
supplier delays; or
other unforeseen operational circumstances.

Shipping Charges

Delivery charges, where applicable, are calculated during checkout and clearly displayed before you place your Order.

From time to time we may offer free delivery promotions or discounted shipping. Any such promotions are subject to the terms displayed on our Website at the time of purchase.

Fulfilment Partners

To ensure efficient order processing and delivery, we may use authorised third-party Fulfilment Partners to store, pack, dispatch, deliver and process returns of Products on our behalf.

These Fulfilment Partners may include warehouses, logistics providers, marketplace fulfilment providers, couriers and returns processors.

Your Contract is always with Kiyza. The use of Fulfilment Partners does not affect your statutory rights or our legal responsibilities to you.

Split Deliveries

Where an Order contains multiple Products, we may dispatch Products separately from different fulfilment locations if this helps improve delivery times or product availability.

Where we choose to split an Order, you will not be charged any additional delivery fees because of multiple shipments.

Products dispatched separately may arrive on different days.

Order Tracking

Where tracking is available, we will normally provide tracking information by email once your Order has been dispatched.

Please note that not all delivery services include tracking.

Tracking updates are provided by the relevant delivery provider and may occasionally be delayed.

Delivery Address

It is your responsibility to provide accurate and complete delivery information when placing your Order.

This includes:

your full name;
delivery address;
postcode;
email address; and
telephone number where requested.

We cannot accept responsibility for delays, failed deliveries or additional costs resulting from inaccurate or incomplete information supplied by you.

If an Order is returned because the delivery address was incorrect, delivery was refused, repeated delivery attempts were unsuccessful or the parcel was not collected from the courier, we may require payment of any reasonable re-delivery costs before dispatching the Order again.

Safe Place and Delivery Instructions

Where available, you may choose to provide delivery instructions or nominate a safe place for delivery.

If you instruct the courier to leave your parcel in a nominated safe place, with a neighbour or at another specified location, delivery will be considered completed once the courier has delivered the parcel in accordance with your instructions.

Risk in the Products will pass to you at that point in accordance with applicable consumer law.

Risk and Ownership

Risk in the Products passes to you when the Products are delivered to the delivery address specified in your Order or otherwise come into your physical possession, in accordance with applicable consumer protection legislation.

Ownership of the Products passes to you only after:

we have received payment in full; and
the Products have been delivered.

Lost, Missing or Damaged Deliveries

If your Order arrives damaged, appears incomplete or you believe it has been lost during delivery, please contact us as soon as reasonably possible at:

Email: hello@kiyza.com

To help us investigate, we may ask you to provide:

your Order number;
photographs of any damage;
details of the issue; and
any other reasonable information required by the courier or our Fulfilment Partner.

Where appropriate, we will investigate the matter with the delivery provider and provide an appropriate remedy in accordance with your statutory rights.

Incorrect or Missing Items

If you receive the wrong Product or believe items are missing from your Order, please notify us as soon as reasonably practicable.

We may ask for photographs of the Products received and the packaging to assist our investigation.

Where we confirm that an error has occurred, we will arrange an appropriate remedy in accordance with our Returns & Refund Policy and your statutory rights.

International Deliveries

Where international delivery is available, customers are responsible for ensuring that Products may legally be imported into the destination country.

Unless expressly stated otherwise before purchase, customers are responsible for:

customs duties;
import taxes;
local VAT;
customs clearance charges; and
any other fees imposed by the destination country.

International delivery times may vary and may be affected by customs procedures and local delivery services.

Delivery Delays

While we make every reasonable effort to deliver Orders within the estimated delivery times, delays may occasionally occur.

We shall not be responsible for delays caused by circumstances beyond our reasonable control, including those described in our Terms and Conditions.

If we become aware of a significant delay affecting your Order, we will take reasonable steps to keep you informed where possible.

Returns

Information about cancelling an Order, returning Products and obtaining refunds can be found in our Returns & Refund Policy.

Please do not return Products to our correspondence address unless we have specifically instructed you to do so.

Where a return is authorised, we will provide the appropriate return instructions and return address.

Contact Us

If you have any questions regarding shipping or delivery, please contact us: