Shipping Enquiries

Our current processing time to despatch an order from our warehouse is 2-5 working days (Monday-Friday), not including the day the order was received.

In certain locations, you may be liable for duties and taxes upon delivery. These charges depend on your local customs policies and are outside our control.

*All orders placed after 11am GMT on Friday, will be shipped on Monday.
*All orders placed over a UK Bank Holiday will be shipped on the next working day.
*Please use the tracking details provided to follow the status of your order.

UK Express Delivery Conditions

Orders must be placed to an eligible address before 11am GMT Monday - Friday (excluding bank holidays and weekends) to qualify for UK Express Delivery. Orders placed after 11am GMT on Friday will be despatched on Monday.

The cut off time for UK Express Delivery may be amended as required particularly during peak periods and product launches, the cut off time relevant to your order will be the one advertised on the website at the time of ordering. 

Our UK Express Delivery service is provided by Royal Mail.

The following postcodes are excluded from our UK Express Delivery service: 

• GY, HS, IM, JE, KW15-17, PA49, PA60-PA75, PA78, PH30, PH41-PH44 and ZE2-ZE3 postcodes

• Items addressed to any British Forces Post Office (BFPO postcodes)

• Jersey, Guernsey, and Isle of Man addresses

If UK Express Delivery is selected for an excluded address we will aim to deliver your order as soon as possible after the expected date.

Orders with unclear, incomplete or incorrect addresses that require verification will be excluded from UK Express Delivery. Please take the time to carefully check your address details when placing an order. 

Orders with pending payment, of high value or requiring additional security checks may be excluded from UK Express Delivery.

We may not be able to provide UK Express Delivery because of something beyond our reasonable control, including but not limited to: war; acts of terrorism; extreme weather conditions; earthquakes; fire; floods; traffic congestion; mechanical breakdown (including of machinery, equipment, and vehicles); any public or private road being blocked; industrial or government action; epidemic or pandemic. In these circumstances, we will aim to deliver your order as soon as possible after the expected date.

Do you offer free shipping?

We are happy to offer free standard delivery on all UK orders over £95. Please allow up to 3 working days for dispatch of standard orders before reaching out to us. You will be updated by email when your order is with the carrier, and delivery times are detailed on our shipping page.

*Please note this cannot be used in conjunction with any other discount codes.

Will I be charged Customs fees?

We ship all orders from the United Kingdom (UK) Some countries charge a duty or tax on packages imported from the UK therefore you may be asked to pay a fee to receive your order. Please check your country's tax and duties criteria prior to placing your order, as THEKYY cannot be held responsible for any of these payments.

International orders may be subject to import fees upon upon receipt as all orders are currently shipped from the U.K.

The 27 member countries of the EU, Australia and the US are Delivered Duties Paid (DDP) and should not incur any additional fees upon delivery. 

Additional information regarding other International countries is listed below:

Europe (not part of the EU) - As of 23rd August 2022, when purchasing from a country in Europe, any customs or import duties are charged once the parcel reaches their destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

*USA - Customers in the US will be charged for orders over the USD$800 import threshold. Update 04/02/2025 - Due to recent USA import tax changes, orders may be charged duties and new tariffs.

*Canada - Any item mailed to Canada may be subject to the Goods and Services Tax (GST) and/or duty. Unless specifically exempted, you must pay the 5% GST on items you import into Canada by mail. The CBSA calculates any duties owing based on the value of the goods in Canadian funds. The duty rates vary according to the type of goods you are importing and the country from which they came or were made in. Depending on the goods or their value, some other taxes may apply, such as excise duty or excise tax on luxury items. You do not have to pay the GST on the following goods that are imported into Canada by mail: - goods worth CAN$20 or less; and - gifts from family members or friends who live abroad when the worth is CAN$60 or less. The Government of Canada has entered into agreements with certain provinces to collect the HST at a rate of 13 percent. If you live in a participating province, you will have to pay the HST instead of the GST.

All import duties, customs charges, taxes and admin fees (if applicable) will be the responsibility of the customer should goods be ordered from our website for delivery outside the UK. These costs cannot be predicted and are outside of our control.

My tracking is not updating?

All UK tracking should update within 24 hours of dispatch however sometimes this may take slightly longer due to courier delays outside of our control.

If you do not receive any tracking updates within 5 working days of dispatch, please contact our Customer Service team via our Contact Us page and we will be able to look into this further for you.

If you are tracking an order from outside of the UK, please note that tracking may not update for a prolonged period whilst your parcel is moving between countries. If you have no further tracking updates and have not received your order within 10 working days of dispatch, please contact our Customer Service team via our Contact Us page and we will be able to look into this further for you.

What if my tracking states my order has been delivered but I haven't received it?

Please check with other members of your household, your neighbours, and any safe space where a delivery might be left. The tracking information also often includes a photograph or GPS location which may be helpful in locating your parcel.

If you are unable to locate your parcel, Please contact our Customer Service team via our Contact Us page within 3 days of the declared delivery date and we will investigate this for you.

My order is stuck in Customs?

It is expected that all customs departments will have longer processing times at peak periods throughout the year such as Black Friday and Christmas and will also be affected by local public holidays. Please double check your emails and text messages for any contact from customs or the courier/postal service regarding your order (these sometimes go to spam!).

Unfortunately, we are unable to speed up the customs process but we will happily ask for delays to be investigated if there has been no update to your order for two weeks. (Customs delays or processing times do not count towards order delivery timescales.) Please contact our Customer Service team via our Contact Us page with the order details if this is the case.

Please note all services are subject to availability, change or removal at short notice.