What courier do you use for deliveries?
We use Royal Mail, Hermes and DPD
How long does it take for home delivery?
Usually 1-2 working days
I placed an order on Friday for next day delivery, why did I not get it until Tuesday?
If your order was placed on Friday after the cutoff time and select next day delivery then your order will be processed on Sunday and will arrive with you on Monday. Please note that Sundays and Bank Holidays are NOT counted as a working day. *postcode restrictions apply
Why am I being charged for delivery on my order when it states standard delivery is free?
Delivery is free for order value of items of over £100
I haven’t received a dispatch email/email confirmation?
We’re sorry you havent had any confirmation yet please email firstname.lastname@example.org so we can look into it.
Can I collect from a local store?
Unfortunatley we don’t have any physical stores at the moment.
I paid £5.95 for delivery, why did I not get it next day?
Orders are posted via Royal Mail or Hermes. Orders placed before MIDNIGHT Sunday – Friday are dispatched the same day for next day delivery. Orders that are placed after this time will be processed and dispatched the next working day. If your order was placed on Friday after the cutoff time and select next day delivery then your order will be processed on Sunday and will arrive with you on Monday. Please note that Sundays and Bank Holidays are NOT counted as a working day. *postcode restrictions apply
Do you deliver to PO Box adresses?
No unfortunatley we don’t.
Do I have to pay Customs & import charges if I live outside of the EU?
Currently we don’t offer shipping to countries outside of the EU/EEA. We apologise for any inconvenience caused.
Is it safe to order online?
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
Which credit cards do you accept?
You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us. Visa, Mastercard, Visa Electron, Delta, Maestro
Can I use a different payment method?
We accept Visa, Mastercard and bank transfers.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Do your prices including VAT?
Yes they do, all prices are inclusive of VAT
Can I get more information on a product?
Yes you can email email@example.com for more information
Can I make an order over the phone?
All our orders are processed online via the website
How do I check if an item is in stock?
If an item is out of stock we shall update the site immediately with a ‘out of stock’ notice next to the product.
How do I know if my order was successful?
You will receive a confirmation email with details of your order.
It says out of stock on your website for my item. How long will it take to get in?
Stock that has been backordered is unable to predict when they will arrive, however as we do our own manufacturing we will be able to give accurate timeframes and will be happy to update you via the website.
How can I make a complaint?
Please email all complaints to firstname.lastname@example.org
How do I return an item?
WE ACCEPT UNOPENED ITEMS FOR A FULL REFUND OR STORE CREDIT. YOU HAVE 7 DAYS FROM THE DATE YOU RECEIVE YOUR SHIPMENT TO RETURN YOUR ITEMS.
How long will it be before I get a refund?
AFTER YOUR RETURN HAS BEEN PROCESSED, YOU WILL BE REFUNDED THE FULL AMOUNT OF THE ITEMS RETURNED, MINUS THE COST OF SHIPPING. DEPENDING ON YOUR BANK OR CREDIT CARD COMPANY, IT CAN TAKE 5-10 BUSINESS DAYS TO POST THE REFUND TO YOUR ACCOUNT.
What do I do if I have received a damaged item?
At Kaneh-B we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to email@example.com. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in. More information on Returns & Refunds.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.