Contact information

Contact Information Policy

Last Updated: 10 September 2026

This Contact Information Policy explains how customers, suppliers and visitors can contact KHEPER regarding orders, products, deliveries, returns and general enquiries.

KHEPER is operated by PIER4 LTD.

1. Business Information

Trading Name: KHEPER
Legal Entity: PIER4 LTD
Company Number: 17210458
Registered in: England and Wales

Throughout our website and policies, references to “KHEPER”, “we”, “our” and “us” refer to PIER4 LTD trading as KHEPER.

2. How to Contact Us

For customer service, order enquiries and general questions, please contact us through the Contact Us page on the KHEPER website.

Using our contact form helps us direct your enquiry correctly and maintain an accurate record of communications relating to your order.

Existing customers, suppliers and other approved contacts may continue to use existing email communication channels where applicable.

Customer support is primarily provided through:

  • Our website Contact Us page

  • Email communications following an enquiry

  • Relevant third-party selling platforms where an order was placed through them

3. Registered Business Address

PIER4 LTD trading as KHEPER
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
United Kingdom

This address is our registered business address and is not open to visitors, customer collections or walk-in enquiries.

The location is provided through an external business services provider.

Important – Returns

Do not send returns to our registered business address.

All returns must be requested and authorised by KHEPER before being sent.

Customers will be provided with the correct return address and instructions once a return has been authorised.

Unauthorised returns or products sent to an incorrect address may be delayed or may not be identifiable as belonging to your order.

Please see our Returns & Refund Policy for full details.

4. Customer Support

We aim to respond to customer enquiries within one working day where possible.

Support may include:

  • Order enquiries

  • Delivery enquiries

  • Returns and refunds

  • Faulty or damaged products

  • Missing or incorrect items

  • Product information

  • Pre-orders and incoming stock

  • Digital products

  • Personalised and customer-made products

  • Account enquiries

  • General customer service

Response times may be longer during weekends, bank holidays, seasonal peaks or periods of unusually high demand.

5. Information to Include

To help us deal with your enquiry quickly, please provide as much relevant information as possible.

For order-related enquiries, this should normally include:

  • Your order number

  • Your name

  • The product concerned

  • A clear description of the issue

  • Photographs where relevant

Please do not provide payment card details, passwords or other unnecessary sensitive information through our contact forms.

6. Orders Placed Through Other Platforms

KHEPER may also sell through third-party marketplaces and live-shopping platforms, including services such as Whatnot, eBay and TikTok Shop.

If your order was placed through another platform, certain enquiries must be handled through that platform.

This may include:

  • Returns

  • Refund requests

  • Order cancellations

  • Delivery disputes

  • Missing-order claims

  • Payment disputes

Where required, please use the support, returns or dispute system within the platform through which you placed your order.

You may still contact KHEPER for general product or customer-service enquiries, but we may ask you to continue the matter through the relevant platform where its procedures apply.

7. Supplier & Business Enquiries

Suppliers, manufacturers and other businesses wishing to contact KHEPER should initially use our Contact Us page unless an existing contact method has already been provided.

Please include sufficient information about your company and the reason for contacting us.

Unsolicited marketing communications may not receive a response.

8. Communication Records & Privacy

We may retain communications where reasonably necessary for purposes including:

  • Providing customer support

  • Managing orders and returns

  • Resolving disputes

  • Preventing fraud or misuse

  • Meeting legal or regulatory obligations

  • Maintaining appropriate business records

Personal information contained within communications will be handled in accordance with our Privacy Policy and applicable UK data-protection law.

9. Abusive or Inappropriate Communication

We want to provide helpful and respectful customer service and expect communications with our team to remain reasonable.

We may restrict or discontinue communication where messages involve:

  • Threatening or abusive behaviour

  • Harassment

  • Discriminatory or seriously offensive communications

  • Fraudulent activity

  • Spam

  • Repeated contact intended to disrupt our service

  • Unreasonable levels of communication after an issue has already been appropriately addressed

Where possible, legitimate customer-service matters will still be dealt with appropriately.

10. Policy Updates

We may update this Contact Information Policy from time to time to reflect changes to our business, contact arrangements, services or legal requirements.

The latest version will be published on the KHEPER website together with the date it was last updated.

11. Related Policies

This Contact Information Policy should be read alongside our:

  • Terms & Conditions

  • Returns & Refund Policy

  • Delivery Policy

  • Privacy Policy

Nothing in this policy is intended to restrict any statutory consumer rights.