Shipping

Shipping

We ship to the UK only. If you are from another country and are interested in purchasing please contact us.

What delivery options are available?

PLEASE NOTE : All estimates are Working days and does not include Weekends or Bank Holidays.

Our dispatch times vary from 1 working day to 5 working days depending on the product that you order. Our dispatch times vary because of the different processes we use when personalising your items. If you order several different types of product we may dispatch them in more than one parcel so that items ready sooner are sent out to you earlier.

PLEASE NOTE : All estimates are Working days and does not include Weekends or Bank Holidays.

Some orders are commissioned and made to order, so there is a lead  time, depending on the number of orders we have.

All our orders are sent via Royal Mail and are tracked and insured.

Dispatch times are in addition to production times and are from the point of completion.  The Krafty Koi will not be held responsible for parcels that are not received due to failure to receive/collect from the Post Office.

Postage to cover re dispatching will be charged to the customer.

What is your policy on Cancellations and Returns?

You have the right to cancel any product that has not been personalised, or return any product that has not been personalised within the statutory period. Products that have been personalised can be cancelled if we have not started their production, and written confirmation of the cancellation is received by us before we begin production. Personalised products cannot be returned unless deemed faulty by us.

Returns

Unfortunately due to our items being commissioned and made to order, we don't offer refunds. We will not refund any product where incorrect information or images have been entered by you on our website, this includes spelling mistakes and incorrect images.

Any item which is faulty can be returned for a full refund, please contact us if you have received a faulty item and we can work out the best course of action for you.

We process all returns within 2-5 working days of receipt.