Shipping and Returns
Shipping and Returns
Here is a list of countries we ship to: United Kingdom, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Greenland, Iceland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Romania, Slovakia, Slovenia, Sweden, Switzerland, Canada, Hong Kong, Qatar, Georgia, Israel, Saudi Arabia, UAE, Australia, New Zealand, Argentina, Brazil, Peru and United States.
Order Processing Time
We aim to dispatch all orders within 1 to 3 business days. During busy periods, such as a sales event, orders may take slightly longer, and we appreciate your understanding. Whilst we try our best to process orders quickly, order processing time does not include transit time to your delivery address. If you need your order sooner, please ensure you select the expedited option at checkout. We do not process orders on weekends or bank holidays.
Taxes and Duties
Price transparency: the total amount shown at checkout is the final price you will pay, with no hidden fees.
No additional costs upon delivery: when your package arrives in your country, you will not be required to pay any additional charges, fees or taxes to receive it.
Package Protection
Package protection is included on all international orders. It covers online orders that are lost, stolen or damaged in transit, and provides next day replacements or refunds.
Please email us at orders@kkookie.co.uk with your order number, and our team will have it sorted.
Legal Compliance
It is against the law for both the shipper and the recipient to avoid paying import VAT or tariffs on goods entering a country from overseas. All applicable taxes and duties must be paid in accordance with your country's customs regulations. By collecting VAT, tariffs and customs duties at checkout, we ensure full legal compliance for both parties and a hassle-free delivery experience for you.
UK Shipping
UK delivery (all orders are tracked):
Β£4.99 - UK Standard (2-3 working days from dispatch)
Β£8.99 - UK Expedited (1-2 working days from dispatch)
UK Standard orders are sent via Royal Mail Tracked 48, and UK Expedited orders are sent via DHL Express.
Free UK delivery is available on orders above Β£100 ex VAT. Orders eligible for free delivery are sent via DHL Express or Royal Mail Tracked 24.
Please note: we cannot deliver to PO boxes outside of the UK. Please ensure you enter the correct delivery address at checkout, as we are not responsible for packages delivered to an incorrect address supplied by the customer.
International Shipping
All international orders are tracked and sent via FedEx or DHL.
Free FedEx Priority or DHL Express shipping is available on all international orders above Β£500.
Returns
We offer a 14 day return policy, meaning you have 14 days from the date your package is marked as delivered to request a return for a full refund. KKookie does not cover the cost of return shipping; this cost will be deducted from your refund amount.
To be eligible for a return, your item must be unworn, unused and unopened, in the same condition you received it and in its original packaging.
For hygiene reasons, gel products, brushes, and any other item that has been opened, used, or has had its seal broken cannot be returned or refunded, unless the item is faulty or damaged on arrival (see Damages and Issues below). This does not affect your statutory rights.
To start a return, please email us at orders@kkookie.co.uk with your order number.
Damages and Issues
Please inspect your order upon receipt and email us at orders@kkookie.co.uk as soon as possible if an item is defective or damaged, or if you receive the wrong item, so that we can evaluate the issue and put it right.
Exchanges
We do not accept exchanges at this time, for hygiene reasons. If you would like to modify your order, you may do so provided it has not yet been marked as shipped. Please email us at orders@kkookie.co.uk to request a change.
Refunds
If you are eligible for a refund, you will receive an email from us with details of the process. We will notify you once we have received and inspected your return, to let you know whether the refund has been approved.
If approved, you will be refunded to your original payment method within 5 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.
If more than 10 business days have passed since your return was approved, please contact us at orders@kkookie.co.uk.
Please note:
1. Orders made during a sale event are not eligible for a refund.
2. We do not offer refunds for accidental purchases.
3. Changes to your order cannot be made once it has been marked as shipped.
4. We do not offer refunds for issues caused by user error, or for minor cosmetic imperfections that do not affect the product's function.
Please contact us with any issues regarding your order or products before filing a chargeback.
Thank you for shopping with KKookie.
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