Shipping policy

SHIPPING POLICY

Last updated: 28 July 2026

Thank you for shopping with Kessy Wounder.

This Shipping Policy explains our available delivery options, estimated delivery times, order processing procedures and what happens if an order is delayed, lost or returned to us.

This Policy applies to orders placed through kessywounder.store for delivery within the United Kingdom.

1. Shipping Options

We currently offer the following delivery options:

Free Standard Shipping

  • Estimated delivery time: 5–12 working days

  • Delivery charge: Free

Express Shipping

  • Estimated delivery time: 5–8 working days

  • Delivery charge: Paid

The applicable Express Shipping charge will be clearly displayed during checkout before you complete your purchase.

2. Working Days

For the purposes of this Policy, working days are Monday to Friday, excluding UK bank holidays.

Saturdays, Sundays and public holidays are not counted as working days.

Orders placed during weekends or bank holidays will begin processing on the next working day.

3. Order Processing

Orders are subject to payment authorisation, fraud-prevention checks and product availability.

After placing an order, you will receive an order confirmation at the email address provided during checkout.

Once your order has been prepared and dispatched, we will send you a dispatch confirmation. Where tracking is available, the email will include the relevant tracking details.

Delivery estimates begin after the order has been confirmed and processed.

During periods of high demand, promotions, seasonal sales or public holidays, processing may require additional time.

4. Estimated Delivery Times

Our delivery times are estimates rather than guaranteed delivery dates, unless we expressly confirm in writing that delivery by a particular date is guaranteed.

Estimated delivery times may be affected by circumstances including:

  • Severe weather;

  • Carrier disruption;

  • Transport delays;

  • Public holidays;

  • Customs or security inspections;

  • Incorrect or incomplete addresses;

  • Unsuccessful delivery attempts;

  • Unusually high order volumes;

  • Remote delivery locations; or

  • Events outside our reasonable control.

We will take reasonable steps to fulfil your order within the timeframe selected at checkout.

5. Delivery Area

We currently deliver to eligible addresses within the United Kingdom.

Delivery availability may depend on the postcode and the services offered by our delivery partners.

Some delivery methods may not be available for:

  • Remote locations;

  • Offshore islands;

  • PO boxes;

  • British Forces Post Office addresses;

  • Parcel-forwarding services; or

  • Addresses that cannot be served by our selected carrier.

Any available delivery options will be displayed during checkout.

6. Shipping Charges

Free Standard Shipping is provided at no additional charge.

Express Shipping is a paid service. Its price will be displayed during checkout before the order is submitted.

Any applicable delivery charges will be included in the total amount shown before payment.

We will not add undisclosed mandatory shipping charges after an order has been completed.

7. Order Tracking

Where tracking is available, tracking information will be sent to the email address used to place the order.

Tracking information may take a reasonable period to become active after dispatch.

Customers are responsible for monitoring the tracking information and following any instructions issued by the carrier.

Not every delivery service provides detailed tracking at every stage of transit.

8. Accurate Delivery Information

You are responsible for providing a complete and accurate:

  • Full name;

  • Delivery address;

  • Postcode;

  • Email address; and

  • Telephone number, where requested.

Please review all delivery information carefully before completing your order.

Kessy Wounder is not responsible for delays or failed deliveries caused by incorrect, incomplete or outdated information supplied by the customer.

9. Changing a Delivery Address

Contact us immediately at support@kessywounder.store if you need to correct or change your delivery address.

We will make reasonable efforts to update the address, but we cannot guarantee that changes can be made after the order has entered processing or been dispatched.

Once an order has been handed to the carrier, we may be unable to redirect it.

Additional delivery costs resulting from an incorrect address or customer-requested redirection may be charged where permitted by law.

10. Delivery Attempts

The carrier may:

  • Deliver the parcel to the address provided;

  • Leave it in a safe place where authorised;

  • Deliver it to a neighbour where permitted;

  • Redirect it to a local collection point; or

  • Make another delivery attempt.

Please follow the instructions provided by the carrier.

Kessy Wounder is not responsible for delays caused by the customer failing to respond to a delivery notification or collect a parcel within the carrier’s stated collection period.

11. Safe Places and Neighbours

Where you directly instruct or authorise the carrier to leave a parcel in a particular safe place or with a neighbour, delivery to that authorised location may be treated as completed.

Please select only secure locations and trusted neighbours.

This section does not limit your rights where the carrier leaves a parcel somewhere that you did not authorise or fails to follow the agreed delivery instructions.

12. Split Deliveries

Orders containing more than one product may be dispatched in separate parcels.

Separate parcels may:

  • Have different tracking numbers;

  • Be delivered on different days; and

  • Be handled by different carriers.

You will not be charged additional shipping fees merely because we choose to divide an order into multiple parcels.

13. Delivery Delays

If your order has not arrived within the estimated timeframe, please:

  1. Check the tracking information;

  2. Check whether the carrier left a delivery notice;

  3. Check with members of your household or authorised neighbours;

  4. Check any designated safe place or collection point; and

  5. Contact us at support@kessywounder.store.

Please include your full name and order number.

We will review the available tracking information and, where appropriate, contact the carrier or open an investigation.

14. Legally Required Delivery Periods

We will deliver goods without undue delay and within any delivery period agreed with you when the order is placed.

Where no different delivery period has been agreed, delivery will be completed within the timeframe required by applicable UK consumer law.

If we fail to deliver within an agreed essential timeframe, or within an appropriate additional period provided by you where legally required, you may be entitled to cancel the affected contract and receive a refund.

Nothing in this Policy restricts your statutory rights regarding late or failed delivery.

15. Missing or Lost Parcels

A parcel will not automatically be considered lost merely because tracking has not recently been updated or the estimated delivery date has passed.

Where an order appears to be lost, we may need to complete an investigation with the carrier before issuing a replacement or refund.

If the carrier confirms that the parcel has been lost before it was delivered to you or an authorised recipient, we will provide an appropriate remedy, which may include:

  • Sending a replacement;

  • Refunding the affected item; or

  • Refunding the affected order.

You will not be required to pursue the carrier directly to obtain a remedy for a parcel that was lost before delivery.

16. Parcels Marked as Delivered

If the tracking information shows that a parcel has been delivered but you cannot locate it, please:

  • Check around the delivery address;

  • Check any safe place;

  • Ask members of your household;

  • Check with authorised neighbours;

  • Review any delivery photograph or carrier notice; and

  • Contact us promptly.

We may ask you to confirm relevant information so that we can investigate the delivery with the carrier.

We will assess each case reasonably and in accordance with applicable consumer law.

17. Damaged Parcels or Products

Please inspect your order as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, contact us promptly at support@kessywounder.store and provide:

  • Your name;

  • Your order number;

  • A description of the damage;

  • Photographs of the product;

  • Photographs of the external packaging; and

  • Photographs of the shipping label, where available.

Photographs help us investigate the issue, but a failure to provide them does not automatically remove your statutory rights.

Do not dispose of the damaged product or packaging until we have provided further instructions, unless keeping it would be unsafe.

18. Incorrect or Incomplete Orders

If your order contains an incorrect product or an item is missing, contact us promptly at support@kessywounder.store.

Please provide your order number and details of the issue.

Once verified, we will provide an appropriate remedy, which may include:

  • Sending the correct item;

  • Sending the missing item;

  • Providing a replacement;

  • Issuing a partial refund; or

  • Issuing a full refund for the affected item.

Where we require an incorrectly supplied item to be returned, we will provide return instructions and cover reasonable return costs.

19. Refused and Uncollected Parcels

Refusing a delivery or failing to collect a parcel does not automatically constitute a valid cancellation of the order.

To cancel an order, you should send us a clear cancellation request at:

support@kessywounder.store

Where a parcel is returned to us because:

  • The customer refused delivery;

  • The parcel was not collected;

  • The delivery address was incorrect or incomplete;

  • The carrier could not obtain access; or

  • The customer did not respond to delivery attempts,

we will contact you regarding redelivery or cancellation.

Reasonable redelivery or return costs may be charged or deducted where the failed delivery was caused by incorrect customer information or failure to collect the parcel, to the extent permitted by law.

20. Orders Returned to Sender

If an order is returned to us, we will inspect the parcel and contact you where necessary.

Depending on the circumstances, we may:

  • Arrange redelivery;

  • Request confirmation of the address;

  • Cancel the order; or

  • Issue a refund.

Original Express Shipping charges and additional redelivery costs may not be refundable where the return resulted from an incorrect address, refusal of delivery or failure to collect the parcel.

This does not apply where the failed delivery was caused by us or the carrier.

21. Cancellation Before Dispatch

Contact us as soon as possible if you wish to cancel an order before dispatch.

We will try to process the cancellation, but we cannot guarantee that an order can be stopped once it has entered fulfilment.

If the order has already been dispatched, you may exercise your applicable cancellation and return rights after receiving it.

Please refer to our Return and Refund Policy for full details.

22. Risk During Delivery

Kessy Wounder remains responsible for the goods until they are physically received by:

  • You; or

  • A person identified by you to receive them.

Where you independently appoint a carrier that was not offered or arranged by us, responsibility may pass when the goods are handed to that carrier, as permitted by law.

23. Refunds of Delivery Charges

Where you validly cancel an eligible order under your statutory cancellation rights, we will refund the cost of our least expensive standard delivery method, where required by law.

As Free Standard Shipping is offered at no charge, there will be no Standard Shipping amount to refund.

If you paid for Express Shipping, we are not normally required to refund the additional amount paid above the cost of Standard Shipping.

Where an order is cancelled because of our failure to deliver or another breach by us, your entitlement to a refund will be determined in accordance with applicable consumer law.

24. Events Outside Our Reasonable Control

We are not responsible for delays caused by events outside our reasonable control.

These may include:

  • Severe weather;

  • Natural disasters;

  • Fire or flooding;

  • War or civil disorder;

  • Government restrictions;

  • Industrial disputes;

  • Transport network disruption;

  • Widespread telecommunications failures;

  • Public-health emergencies; or

  • Major disruption affecting delivery infrastructure.

Where such an event occurs, we will take reasonable steps to minimise the effect and provide relevant updates where available.

This section does not remove your statutory rights to cancel or receive a refund where those rights apply.

25. Returns

This Shipping Policy does not replace our Return and Refund Policy.

For information about:

  • Change-of-mind returns;

  • Faulty products;

  • Damaged products;

  • Return delivery costs;

  • Cancellation rights; and

  • Refund processing,

please review our Return and Refund Policy available on kessywounder.store.

26. Contact Us

For delivery enquiries, contact:

Trading name: Kessy Wounder
Website: kessywounder.store
Email: support@kessywounder.store

Please include your order number when contacting us about an existing order.