Shipping & Delivery

Last updated: May 6, 2026

This Shipping Policy explains how shipping and delivery work for purchases made from Kaia Kini Limited, trading as Kaia Kini.

Please read this policy carefully before placing an order.

Delivery options, estimated delivery times, and delivery costs will be shown at checkout before you place your order.

Nothing in this policy affects your statutory rights.

1. Where We Ship

We offer shipping to the United Kingdom and selected international destinations where available.

Available delivery destinations, shipping options, and delivery costs will be shown at checkout.

If a destination is not available at checkout, we may not currently ship to that location.

2. Order Processing

Orders are processed during working days, excluding weekends and public holidays.

Processing times may vary during launches, promotional periods, busy seasons, public holidays, or periods of high order volume.

Once your order has been processed and dispatched, you should receive a shipping confirmation email with tracking information where available.

Please check your order confirmation carefully and contact us as soon as possible if any details are incorrect.

3. Delivery Times

Delivery times shown at checkout are estimates only and are not guaranteed.

Delivery times may vary depending on your location, selected shipping method, courier service, customs processing, public holidays, weather, operational delays, or other circumstances outside our control.

We are not responsible for delays caused by postal services, couriers, customs authorities, incorrect delivery details, failed delivery attempts, or events outside our reasonable control.

4. Delivery Costs

Delivery costs are calculated and shown at checkout before you place your order.

Delivery costs may vary depending on your delivery location, order value, shipping method, parcel weight, and any promotions or free-shipping offers available at the time.

If we offer free shipping, the terms of that offer will be shown on our website or at checkout.

5. UK Shipping

For UK orders, available shipping methods and estimated delivery times will be shown at checkout.

Please ensure your delivery address is accurate and complete before placing your order.

If your parcel is delayed, lost, damaged, or shows as delivered but has not been received, please contact us at hello@kaiakini.com with your order number.

6. International Shipping

For international orders, available shipping methods, estimated delivery times, and shipping costs will be shown at checkout where available.

International delivery times may vary due to customs processing, local postal services, courier networks, local holidays, import procedures, or other circumstances outside our control.

Please ensure that your delivery address, contact details, and any required delivery information are accurate and complete before placing your order.

We are not responsible for delays caused by customs authorities, import checks, incorrect delivery details, or failed delivery attempts.

7. Duties, Taxes and Customs Charges

For international orders, duties, taxes, customs charges, and import costs may be calculated and collected at checkout where available.

Where duties and taxes are collected at checkout, we aim to provide a delivered-duty-paid service for eligible destinations.

If duties and taxes are not collected at checkout, you may be responsible for any applicable customs charges, duties, taxes, import fees, handling fees, or other charges required by your local authorities or courier.

Customs policies vary by country, and we cannot control or guarantee customs processing times, charges, inspections, or decisions.

If you refuse to pay customs charges, duties, taxes, import fees, or courier handling fees where they are due, your parcel may be delayed, returned, abandoned, or destroyed. In those circumstances, you may remain responsible for any charges, return shipping costs, losses, or deductions permitted by law.

FOR ALL EU ORDERS UNDER €150:

VAT is collected at checkout through IOSS where available for a smoother delivery experience. 

FOR ALL EU ORDERS OVER €150:

Free shipping is available, but local duties and taxes may be due on arrival.  

8. Incorrect or Incomplete Delivery Details

Please make sure your shipping address is correct before placing your order.

We are not responsible for delays, failed deliveries, lost parcels, or additional costs caused by incorrect or incomplete delivery details provided by you.

If you notice an error in your delivery details after placing an order, please contact us as soon as possible at hello@kaiakini.com.

Once an order has been processed, packed, or dispatched, we may not be able to amend the delivery address.

9. Failed Delivery Attempts and Uncollected Parcels

If a courier or postal service attempts delivery and you are unavailable, they may leave delivery instructions, attempt redelivery, deliver to a safe place, deliver to a neighbour, or make the parcel available for collection, depending on the courier’s process.

It is your responsibility to follow courier instructions and collect or rearrange delivery where required.

If a parcel is returned to us because of failed delivery attempts, incorrect delivery details, refusal of delivery, or failure to collect, we may contact you to arrange redelivery where possible. Additional delivery charges may apply.

10. Lost, Delayed or Damaged Parcels

If your order appears to be lost, delayed, damaged in transit, or marked as delivered but not received, please contact us as soon as possible at:

Email: hello@kaiakini.com

Please include:

• your order number;
• your full name;
• the delivery address used for the order;
• tracking details, if available; and
• a description of the issue.

We may need to investigate the issue with the relevant courier or delivery provider before confirming the next steps.

If your item arrives damaged, please contact us as soon as possible with clear photos of the parcel, packaging, and item so we can review the issue.

11. Risk and Delivery

Risk in the products passes to you once the products have been delivered to the delivery address provided at checkout.

This includes delivery to the address provided, a safe place, collection point, parcel shop, locker, or other delivery location selected or authorised by you or the courier.

Nothing in this section affects your statutory rights.

12. Split Shipments

Where an order contains multiple items, we may ship items separately depending on stock availability, fulfilment processes, or operational requirements.

If your order is shipped in more than one parcel, you may receive separate shipping confirmation emails and tracking details.

13. Pre-Orders and Backorders

If we offer pre-order or backorder items, estimated dispatch or delivery timeframes will be shown on the relevant product page or during checkout where available.

If your order contains both in-stock and pre-order or backorder items, the order may be shipped together or separately depending on availability and fulfilment processes.

Pre-order and backorder delivery dates are estimates only and may change due to production, shipping, customs, or other delays outside our control.

14. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible at hello@kaiakini.com.

Once an order has been processed, packed, or dispatched, we may not be able to change or cancel it.

If your order has already been dispatched, you may need to wait for delivery and then follow our Refund & Returns Policy.

15. Returns

Shipping and delivery issues relating to returns are covered in our Refund & Returns Policy.

Please do not send returns to our registered office or business correspondence address unless we specifically instruct you to do so.

Returns should only be sent to the return address provided after your return request has been accepted.

16. Contact

For shipping and delivery questions, please contact us at:

Email: hello@kaiakini.com

Our business details are:

Kaia Kini Limited, trading as Kaia Kini
61 Bridge Street
Kington
HR5 3DJ
United Kingdom

Company registration number: 17008225