SHIPPING & DELIVERY
How can I track my order?
We are currently able to offer order tracking to 32 countries including USA, Australia, UK, Canada, France, Russia, Israel, Saudi Arabia, Ukraine, Norway, Germany, Brazil, Hong Kong, Korea, Singapore, Malaysia, Austria, Belgium, Switzerland, Denmark, Finland, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zealand, Poland, Portugal, Sweden, Turkey and Mexico. Orders to other countries aren't tracked.
How long will my order take to deliver?
We are an international business selling products to customers all over the world. The estimated delivery time for orders can be up to 40 working days at peak times although this is very rare, however, the majority of orders are delivered within 10-15 days.
Who delivers my item(s)?
Your items are delivered by our fulfillment center and will usually reach you via your local postal service in your location.
Where are the products shipped from?
The majority of the products we sell are delivered directly from warehouses in China where they are carefully picked and packed, however, we also ship some products from warehouses in the U.S. and from our head office and warehouse in the U.K.
What happens if I'm not at home when my order is delivered?
Not to worry, most of our items will be left in your post box if they are small enough and if the postman does not have access to your postbox, it will usually be left at your local post office for you to pick up!
I messed up my delivery address, what do I do?
Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we would update your details for you.
Change of address after receiving confirmation of shipping
Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.
RETURNS, EXCHANGES & REFUNDS
What if I want to return my product?
In the rare event that the product you ordered is damaged on arrival then we will offer a refund or replacement.
Returns are accepted as long as they do not exceed 14 days of the buyer receiving the item. However, all returns made should be in perfect condition and the return postage must be paid by the returner. Proof of postage should then be emailed to us as proof of delivery.
** Promotional/sale items are not eligible for returns
What is our U.K. head office address for returns?
KUKI TIMEPIECES, Unit 1E King Edward Court, King Edward Street, Nottingham NG1 1EW. U.K.
What is our Buyer Protection guarantee about?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website. All purchases are covered for 60 days from the time of order to delivery. If the product your ordered doesn't arrive within 60 days then you will be able to claim a full refund.
You are protected when:
- The item you ordered did not arrive within 60 days.
- The item you received was not as described.
- The item you received was damaged when delivered to you.
I have changed my mind about my item, what do I do?
If you have changed your mind about your order, please email us ASAP to change the order and we will help sort something out. Please note that any order changes will need to be done within 2 hours of the initial purchase.
What is your refund policy?
All items bought may be returned and/or refunded by the buyer, subjected to the discretion and approval of the management, given the following conditions:
- Exclusions apply to promotional (free) items.
- Request(s) for returns are accepted within 14 working days from delivery.
- All items must be returned in their delivered state, along with all of its parts and tags.
- Damaged/defective/wrong items may be exchanged, depending on the sole discretion of the management.
- Cancellation of items/orders may be made prior to the completion of orders and the management reserves the right to refuse any cancellation made after shipment of the item(s) and/or after 2 hours of the initial purchase.
- The return fee will solely be rendered by the buyer.
- The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of the firm.
- The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund.
- Any change of addresses are subjected to the management's approval and orders that are shipped/completed are strictly non-editable.
- Any reshipment of items done must correspond to the address found in the initial order and cannot be changed or substituted with another address, design or brand of the item. The management reserves the right to refuse reshipments based on incorrect addresses and are not liable for the inaccuracy of address as provided by the buyer.
How long do refunds take?
Refunds may take up to 14 working days, depending on the system you used to pay with.
I still have yet to receive my refund
Please notify us immediately via email should you have not received it after 14 working days and we would help sort something out for you.
What do I do if I have received a damaged item?
If you have received a damaged item, please let us know immediately and you would be given a choice for us to reship you a replacement item.
Can I return a damaged item?
Unfortunately, we do not accept any returns for damaged items at this time. However, a reshipment option is available should you wish to avail this option.
** We are not responsible for any damages caused by wear and tear, submergence into water if the product is not waterproof, or if the item does not fit due to size reasons.
Why do you have some items for free?
We have a strong belief that style should be affordable. We often run temporary promotional free item campaigns where you will just pay for shipping and we then can do a mass fulfillment process to make this possible, similar to a Kickstarter campaign. We get value in cross-selling and hopefully having you come back to us in the future.
Unreceived confirmation email
Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.
If you have not received any emails from us confirming your purchase, do let us know immediately via email or our contact form with your full name/shipping address name and we would help sort this out as soon as we can.
How to contact our customer service team
If you need to contact our customer service team (who operate in 2 time zones), please email email@example.com and make the subject line 'Customer Service Enquiry'.