Delivery & Returns

Delivery

Dispatch & Processing Time

Orders are dispatched from the United Kingdom.

We aim to prepare and dispatch most orders within 1 working day, excluding weekends and UK bank holidays.

Orders placed before 1 pm Monday to Friday are usually dispatched on the same working day. Orders placed after 1 pm, at weekends or on UK bank holidays will usually be dispatched on the next working day.

Personalised, engraved, made-to-order or specially finished items may require additional preparation time. During busy periods, dispatch may also take slightly longer. If we expect a delay, we will contact you using the email address provided at checkout.

No orders are dispatched on Saturdays, Sundays or UK public holidays.

UK Delivery

UK orders are sent using Royal Mail services.

Available UK delivery options, estimated delivery times and any delivery charges or free-delivery thresholds will be shown at checkout.

Royal Mail Tracked 24 and Royal Mail Tracked 48 are delivery aim services and are not guaranteed delivery services. Delivery times may vary depending on Royal Mail processing, local delivery conditions, seasonal demand, weather, strikes or other events outside our direct control.

Next Day / Special Delivery

If you need next day delivery or Special Delivery, please contact us before placing your order so we can confirm whether this service is available for your item and delivery address.

A next day or Special Delivery service is only confirmed when it is selected, paid for where applicable, and accepted before dispatch.

International Delivery

International orders are dispatched from the United Kingdom. Delivery times vary depending on the destination country, customs processing and the delivery service used.

United States Orders

For orders shipped to the United States, applicable customs duties and import charges are prepaid where supported by our delivery service. Customers should not normally be asked to pay customs duties on delivery.

Any applicable state, local or sales taxes may still apply depending on the destination, checkout process and local tax rules.

If you receive an unexpected customs or import payment request before delivery, please contact us before making payment so we can review the shipment details.

EU Orders Under €150

For EU orders valued under €150, the current flat €3 EU customs duty is included through our shipping process where applicable.

This does not mean that all taxes, import charges or local delivery fees are prepaid. Local VAT, import taxes, customs clearance fees or carrier handling fees may still be requested by the local customs authority, postal operator or delivery carrier where they are not collected at checkout or covered by the shipping service used.

The EU flat €3 customs duty may be non-refundable once paid or processed through the carrier where applicable.

EU Orders Valued at €150 or More

For EU orders valued at €150 or more, import VAT, customs duties, local taxes, customs clearance fees and carrier handling fees may be requested before delivery according to the destination country’s import rules.

These charges are set by the destination country, customs authority, postal operator or delivery carrier and are not controlled by KIM N KIM.

Other International Destinations

For international destinations outside the United Kingdom, the United States and the EU, import VAT, customs duties, tariffs, local taxes, customs clearance fees or carrier handling fees may apply depending on the destination country and delivery method.

Where these charges are not collected at checkout or covered by the shipping service used, they may be requested by the local customs authority, postal operator or delivery carrier before delivery.

Customs and Delivery Delays

We do our best to dispatch orders quickly and provide accurate delivery information. However, delivery estimates may be affected by customs checks, local postal delays, carrier processing delays, severe weather, strikes, seasonal peaks or other events outside our direct control.

Where possible, we will assist customers in checking the status of delayed parcels.

Tracking

Where tracking is available, tracking details will be provided after dispatch. Tracking updates may take some time to appear after the parcel has been collected or scanned by the carrier.

Delayed, Missing or Lost Parcels

If your parcel has not arrived within the expected delivery time, please contact us by email with your order number.

We will review delayed or missing parcels using the tracking information, delivery service used and the relevant Royal Mail investigation or claim process.

A replacement or refund can only be arranged once the parcel is confirmed as lost, or once the relevant carrier investigation or claim eligibility period has passed.

Returns & Exchanges

Cancelling or Changing Your Order

If you need to cancel or change an order, please contact us as soon as possible after placing the order.

We will do our best to help if your order has not yet been dispatched or if personalised, engraved, made-to-order or specially finished work has not yet started.

For personalised, engraved, bespoke, made-to-order or specially finished items, cancellation or changes may not be possible once production, engraving or personalisation work has begun.

Change-of-Mind Returns

For most non-personalised items bought online, you may tell us that you wish to cancel and return the item within 14 days of receiving it. After notifying us, you then have a further 14 days to send the item back.

Returned items must be unused, unworn, in their original condition and returned with the original packaging where reasonably possible.

Please contact us before returning an item so we can confirm whether the item is returnable and provide return instructions.

Items That Cannot Usually Be Returned for Change of Mind

Unless the item is faulty, damaged, not as described, or there has been an error on our part, we cannot usually accept change-of-mind returns for:

personalised, engraved, bespoke, made-to-order or specially finished items;
items made to your specific instructions, wording, size, design or personalisation request;
pierced jewellery or body jewellery where return is not suitable for hygiene reasons, including items that have been worn, opened or removed from sealed hygiene packaging where applicable.

It is the customer’s responsibility to check all personalisation details carefully before placing the order, including spelling, dates, names, punctuation, grammar, font choices and engraving instructions. If we have made an error, please contact us so we can review it.

Faulty, Damaged or Incorrect Items

Please check your order as soon as possible after delivery.

If your item arrives damaged, faulty, incorrect or not as described, please contact us by email with your order number and clear photos of the item and packaging where relevant.

Your statutory rights are not affected. Where an item is faulty, damaged, incorrect or not as described, we will review the issue and offer an appropriate solution, which may include repair, replacement or refund depending on the circumstances.

How to Request a Return

To request a return, please contact us by email with:

your order number;
the item you wish to return;
the reason for return;
whether you are requesting a refund, replacement or exchange.

If the item is returnable under our returns policy, we will provide a return address and, where applicable, a Returns Authorisation Code.

Please do not send items back without contacting us first. Returns sent without enough order information may take longer to identify and process.

Return Address

Please include your order number and any Returns Authorisation Code provided when returning an item.

KIM N KIM
RMA No:
7 Osier Way
Mitcham
London
CR4 4NF
United Kingdom

Return Postage

For change-of-mind returns, the customer is responsible for the cost of returning the item unless we have agreed otherwise.

For your protection, we recommend using a tracked and insured delivery service when returning items. The returned item remains your responsibility until it reaches us.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so we can advise the most appropriate return method. Where required, we will refund reasonable standard return postage after the issue has been reviewed.

Refunds

Refunds will normally be made to the original payment method.

For eligible returns, refunds will be processed within 14 days of receiving the returned item, or receiving evidence that the item has been sent back, where required by applicable consumer law.

For change-of-mind returns, premium delivery upgrades, return postage, import duties, import VAT, customs clearance fees, carrier handling fees and other local charges are not refunded unless required by applicable law or unless the item is faulty, damaged, incorrect or not as described.

We may reduce a refund if the returned item has been handled beyond what is necessary to inspect it, or if it is returned used, worn, damaged, incomplete or without original parts or packaging where this affects its value.

Undelivered, Refused or Returned Parcels

If a parcel is returned to us because of an incorrect or incomplete address, failed delivery attempt, refusal to pay applicable local import charges, or failure to collect from the local delivery provider, we will review the order once the parcel is received back.

Original shipping charges, return shipping costs, customs charges, carrier fees and any non-refundable import charges may be deducted from any refund where applicable.

Personalised, engraved, bespoke, made-to-order or specially finished items may not be eligible for refund unless they are faulty, damaged, incorrect or not as described.

This Delivery & Returns Policy does not affect your statutory rights.