Shipping policy
Shipping Policy
Dispatch Times
We typically dispatch orders within one working day, and sooner when possible. We dispatch Monday to Friday and occasionally Saturday morning.
Orders placed over the weekend or on UK public holidays will be dispatched as soon as possible on the next available working day. This applies to all destinations, UK and international.
Delivery Times
UK:
- Royal Mail 2nd Class / Tracked 48: 2–5 working days
- Royal Mail 1st Class / Tracked 24: 1–3 working days
International Deliveries are typically 5–14 working days.
- Service providers may vary between destinations, you can see which company will be handling your shipment at checkout.
Delivery times are estimates only and are not guaranteed. Occasional delays may occur, especially during busy periods such as Christmas, and international shipments may occasionally be held for customs processing. Please note that occasionally customs processes can take longer than expected and are outside of the control of us or the carrier.
Shipping Costs
We offer free standard shipping on UK orders over £10 (shipping costs not included). Expedited shipping options are available at checkout for an additional charge. Shipping costs for larger or heavier items will be displayed at checkout.
For international orders, shipping costs are calculated at checkout based on destination and package weight.
International Shipping
We ship to a wide and growing range of international destinations — see the checkout page for the full list available to your address.
For US orders, duties and import taxes are calculated and collected at checkout, so there's nothing further to pay on delivery. For all other destinations, any customs charges are collected on delivery and are the buyer's responsibility — see our Returns Policy for full details.
Unfortunately, while we would love to ship to the European Union, EU regulations impose requirements on small sellers that are increasingly difficult to meet. Like many other businesses outside of the EU, the costs and admin expectations are currently outside of our reach. We hope that will change in the future.
Tracking
Tracking is available on selected services. Where provided, you will receive a tracking number once your order has been dispatched. KiokuDen cannot be held responsible for delays once an order has been passed to the carrier, but in the event of any shipping issues we will do everything we can to ensure your order reaches you.
Delivery Issues
If your UK order hasn't arrived within 10 working days of your dispatch notification, or your international order hasn't arrived within 20 working days, please get in touch at kiokuden@gmail.com and we'll look into it with the carrier on your behalf.
If your order shows as delivered but hasn't arrived, please contact us as soon as possible and we'll do everything we can to help.
Lost or Damaged Items
If your item arrives damaged, please photograph both the packaging and the item and contact us at kiokuden@gmail.com as soon as possible. We'll work to put things right in accordance with our Returns Policy.
Contact
For any shipping questions, please get in touch via the contact page or email us at kiokuden@gmail.com