Shipping policy

Shipping Policy

1. Order Processing

All orders placed on the Kaelis website will be verified and processed within 1–3 business days once payment is confirmed. Business days exclude weekends, UK public holidays and temporary operational suspension periods. We reserve the right to cancel or hold orders in cases of suspected payment fraud, invalid shipping address information or out-of-stock items. You will receive an automated order confirmation email once we receive your order. A separate shipping notification including tracking number will be sent once your parcel is dispatched. Address amendment requests can only be accepted before shipment; no changes can be made after the parcel is handed to the courier. Please verify your shipping address carefully at checkout.

2. Shipping Zones & Estimated Delivery Time

We deliver to mainland United Kingdom and selected European territories.

UK domestic delivery: 3–7 business days after dispatch.
European international delivery: 7–14 business days after dispatch. Delivery times are estimates and not guaranteed. Delays may arise from courier sorting backlogs, extreme weather, customs inspections, public holidays or unexpected logistics disruptions.

3. Shipping Fees

Shipping cost will be automatically calculated and shown at checkout according to destination, total weight and dimensions of your products. Free shipping promotions may apply for orders meeting the minimum cart value requirement. Remote postcodes may incur additional surcharges. Shipping fees are non-refundable unless the parcel loss is caused by our mistake.

4. Parcel Tracking

After dispatch, your tracking number and tracking link will be delivered to your registered email address. You can track your package status online at any time. If tracking information has no update for more than 5 business days, please contact our customer support team for investigation.

5. Customs, Duties and Taxes

For shipments sent outside the United Kingdom, import VAT, duties and other local customs charges may be imposed by the destination country. All such fees are the sole responsibility of the buyer. Kaelis cannot forecast customs charges and will not cover these expenses. Customers must comply with local import legislation.

6. Damaged, Lost or Missing Parcels

You need to inspect your parcel immediately upon receipt. If products arrive damaged or defective, you must contact us within 48 hours after delivery and provide clear photos of outer packaging and damaged goods. We will arrange replacement or full refund after verification. Lost parcel claims can only be initiated after the full estimated delivery period has expired. We will work with couriers to carry out investigations. Refund or reshipment solutions will be provided based on the official courier investigation result.

7. Returns & Redelivery

If the parcel is returned to us due to incorrect address, recipient refusal or failed delivery attempts, the customer shall bear the original shipping cost plus any additional redelivery charges. We will only resend the goods after the supplementary fee is fully paid.

8. Force Majeure

Kaelis shall not be liable for delivery delays or non-delivery resulting from events beyond our reasonable control, including natural disasters, public health restrictions, labour strikes, courier service suspension, customs detention and other force majeure events. We will notify customers promptly once such events occur.