Dispatch & Delivery
Koyó’s Hair & Body Kare products are made to order, they are fresh and handmade after all! Please allow up to 7 working days for your order to be processed before being dispatched. If you have ordered products, which are in stock or already made, your order will be processed & dispatched within 3 working days. Orders placed over the weekend will be processed on Monday or if you happen to order over a bank holiday, your order will be processed on the first working day, usually a Tuesday.
If you have not received your order within 10 working days, we recommend that you check with your local Royal mail Sorting Office in person to check whether they are holding a parcel for you, even if no notification card has been left to advise of an attempted delivery most delayed orders are at their local Royal Mail Sorting Office awaiting collection by the customer. If not collected by the customer within 3 weeks, parcels are usually returned to us.
By ordering from our website, you the customer accept that we use the services of Royal Mail and Parcelforce, which sometimes will require you to collect your parcel from the post office or the sorting office.
Postage & Packaging
Postage will be charged as stated on the website, unless otherwise arranged with the customer. We reserve the right to change & amend our postage prices.
Undelivered & Returned Packages
When you place your order with us, it is your responsibility to ensure the delivery address is entered correctly, and is complete. When the delivery address is a company address, the company name must also be entered, along with the name of the recipient.
If your products are returned back to us either by Royal Mail or Parcelforce, we reserve the right to charge you for the costs incurred for the shipping of your parcel. Should you decide to have your order re-sent, please note we will request payment of the applicable shipping fee (not our usual P&P) before sending your order for the second time. For larger orders, this will be £7.50 orders below 1 kg will be £3.95 Should you decide to request refund, we will refund the cost of the products only, minus the actual cost we've incurred for the shipping. Please note we cannot re-send items or issue refunds for lost parcels. We do not accept responsibility for loss or any other consequence caused by a delivery delays.
If you change your mind and wish to return a product, you must notify us of your intention within 7 days of receiving your order. Due to hygiene reasons, we can only accept unused products for refund, providing they are returned to us in re-saleable condition and within 14 days of receiving your order. All return costs will be the customer’s responsibility, unless you are returning a faulty product.