Shipping policy

Delivery Policy

Last Updated: 10 September 2026

At KHEPER, we aim to make delivery straightforward, reliable and clearly priced.

This Delivery Policy applies to orders placed directly through the KHEPER website. Orders placed through third-party marketplaces or selling platforms may be subject to the delivery options and procedures provided by that platform.

1. Delivery Options

Available delivery services will be shown during checkout and may vary depending on:

  • Delivery location

  • Parcel size and weight

  • Product type

  • Stock location

  • Courier availability

  • Value of the order

Delivery options may include:

  • Standard UK Delivery

  • Express or Expedited Delivery

  • Other courier services where available

The available service, estimated delivery time and applicable charge will be shown before you complete your order.

2. Free Delivery

We offer FREE standard delivery on qualifying orders over £100 unless otherwise stated.

Free delivery:

  • Applies after discounts and promotional codes have been deducted

  • Applies to eligible UK delivery addresses

  • May exclude oversized, unusually heavy or specialist products

  • May be subject to different terms during specific promotions

Any exclusions will be shown where applicable before checkout.

We may change or withdraw free-delivery promotions for future orders at any time. This will not affect an order that has already been accepted.

3. Order Processing

Orders are normally processed after payment has been successfully received and authorised.

Orders placed outside our normal processing hours, at weekends or on bank holidays may begin processing on the next working day.

Processing times may vary during:

  • Busy seasonal periods

  • Promotional events

  • Bank holidays

  • Periods of unusually high order volumes

Where possible, we will provide an estimated dispatch or delivery timeframe when you place your order.

4. Dispatch

Once your order has been prepared for dispatch, you may receive a dispatch confirmation containing tracking information where this is available.

Once an order has been packed and labelled for dispatch, it can no longer normally be cancelled through your KHEPER account.

If the order has already entered the delivery process, eligible products may still be returned after delivery in accordance with our Returns & Refund Policy.

5. Delivery Times

Delivery dates and times shown on our website are normally estimates rather than guarantees, unless we specifically agree otherwise.

Delivery may occasionally be affected by circumstances including:

  • Courier delays

  • Severe weather

  • Seasonal demand

  • Bank holidays

  • Transport disruption

  • Stock availability

  • Supplier delays

  • Events outside our reasonable control

Where UK consumer law requires delivery within a particular period, your statutory rights remain unaffected.

If an order is significantly delayed, please contact us through our Contact Us page.

6. Pre-Orders & Stock Due

Some products may be available to order before stock has arrived.

These products will normally be identified as:

  • Pre-order

  • Stock due

  • Awaiting stock

  • Or similar wording

Any expected arrival or dispatch date is an estimate unless specifically stated otherwise.

Supplier, manufacturer or transport delays may occasionally change these dates.

Where a significant delay occurs, we will provide information about your options where appropriate.

7. Split Deliveries

Products within the same order may occasionally be dispatched separately.

This may happen where:

  • Products are stored at different locations

  • Part of the order becomes available before another item

  • Products require different delivery methods

  • Separate packaging is more appropriate

Where we choose to split an order, you will not normally be charged additional delivery costs beyond those agreed when the order was placed.

8. Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your address carefully before completing your purchase.

If you notice an error, please contact us as quickly as possible.

We may not be able to change the delivery address once an order has been packed, labelled or handed to the courier.

KHEPER cannot accept responsibility for delivery problems caused solely by incorrect or incomplete address information supplied by the customer.

9. Receiving Your Delivery

Depending on the delivery service used, a courier may:

  • Deliver directly to you

  • Deliver to another person at the address

  • Leave the parcel in an agreed safe place

  • Deliver to a nominated neighbour

  • Deliver to a collection point

  • Make another arrangement permitted by the selected delivery service

Where available, tracking information may allow you to manage some delivery preferences directly with the courier.

If you request that a parcel is left in a particular location or redirected after dispatch, responsibility may be affected depending on the circumstances and applicable consumer law.

10. Failed Deliveries

If delivery cannot be completed, the courier may:

  • Attempt delivery again

  • Leave instructions for redelivery

  • Take the parcel to a collection point

  • Return the parcel to us

If a parcel is returned to KHEPER because:

  • An incorrect address was supplied

  • Delivery was repeatedly refused

  • The parcel was not collected

  • The courier could not complete delivery for reasons attributable to the customer

we may contact you to arrange redelivery.

Additional delivery costs may apply where a new delivery attempt is required because of information or circumstances for which the customer was responsible.

11. Damaged Deliveries

Please inspect your order as soon as reasonably possible after it arrives.

If a parcel or product appears damaged, please contact us through our Contact Us page.

Where possible, we ask that visible delivery damage is reported within 48 hours so that we can investigate promptly with the delivery company.

We may ask for photographs of:

  • The outer packaging

  • Shipping labels

  • Internal packaging

  • The damaged product

The 48-hour reporting request helps us investigate courier claims but does not remove or restrict your statutory consumer rights.

Please retain the packaging until we confirm whether it is required for the investigation.

12. Missing Items & Incorrect Deliveries

If:

  • An item is missing from your order

  • You receive the wrong product

  • Part of your order has not arrived

  • Tracking shows delivery but you cannot locate the parcel

please contact us through our Contact Us page.

We may need to investigate the delivery with the courier before providing a resolution.

Where an item has been incorrectly supplied by KHEPER, we will arrange an appropriate solution in accordance with your statutory rights.

13. Lost Parcels

If an order appears to have been lost during delivery, please contact us rather than contacting the courier to make your own compensation claim.

Where the delivery contract was arranged by KHEPER, we will normally investigate the matter with the courier.

If the parcel is confirmed as lost, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances and stock availability.

14. Risk in the Goods

For consumer orders, responsibility for the goods normally remains with KHEPER until they are delivered into your physical possession or to another person you have nominated to receive them.

Where you independently arrange your own carrier or delivery service that was not offered by KHEPER, different rules may apply.

Nothing in this section limits your statutory consumer rights.

15. Delivery Restrictions

Some products or delivery methods may not be available to every address.

Restrictions may apply because of:

  • Parcel size or weight

  • Courier restrictions

  • Remote locations

  • Product-specific transportation requirements

  • Legal or regulatory restrictions

Where we cannot deliver an order using the selected service, we will contact you where appropriate.

If no suitable delivery option is available, the affected order may be cancelled and any amount paid for it refunded.

16. Purchases Through Other Platforms

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

Where you place an order through another platform:

  • Delivery charges and services may be determined by that platform

  • Tracking may be provided through your platform account

  • Delivery enquiries may need to be raised through the platform

  • Returns and disputes must normally be initiated through the platform on which the purchase was made

The relevant platform's procedures apply alongside any statutory rights you may have.

17. Contacting Us About a Delivery

If you need help with an order placed directly through KHEPER, please contact us through the Contact Us page on our website.

Please include:

  • Your order number

  • Your name

  • The product or parcel concerned

  • Details of the issue

  • Photographs where relevant

This will help us investigate and resolve the issue as quickly as possible.

18. Other KHEPER Policies

This Delivery Policy should be read alongside our:

  • Terms & Conditions

  • Returns & Refund Policy

  • Privacy Policy

Nothing in this Delivery Policy excludes or restricts any statutory consumer rights that cannot legally be excluded.