Delivery & Returns
Christmas Returns Extended Returns Policy
All items purchased after Friday 1st December 2023 until Wednesday 27th December 2023 (inclusive) are eligible to be returned up to the Friday 12th January 2023. Please allow for postage timings to ensure that your product(s) is returned inside this date. Any sale or items which have had a price reduction of any sort must be returned within 14 days and sit outside this extended returns policy. Items purchased prior and after these dates will be subject to our standard terms and conditions.
Christmas & New Year Order Dates 2023/2024
Our office and warehouse operations are closed from Friday 22nd December 2023 to Monday 1st January 2024 (inclusive). During this time we will not be able to respond to any emails, telephone calls or voicemails. The last order date for orders to be delivered pre-Christmas is Tuesday 19th December 2023. Orders placed up to this date should be delivered by Saturday 23rd December 2023. We will endeavour to ship any order placed after Tuesday 19th December 2023, but we cannot guarantee any delivery dates and these orders may end up being shipped in the New Year. Therefore, any orders placed Wednesday 20th December 2023 to Monday 1st January 2024 (inclusive) are likely to be processed & shipped from Tuesday 2nd January 2024.
Our Policy for Non-Seasonal times:
We aim to ship orders from our warehouse within 2 business days of order confirmation. All shipping services are presented at checkout at a flat rate £4.95 - however if you spend over £35.00, shipping is free, however we do charge £4.95 to send knives under our AgeChecked Policy.
Most UK delivery addresses can expect a next day delivery once we have been dispatched, however, some addresses not within mainland UK or in remote areas may take longer. Overall, please allow 3-5 business days to receive your order from the date of your order confirmation.
We currently use DPD for all of our online deliveries. The day before delivery is due, you will get an email and/or a text message confirming delivery and the tracking number. At this stage there are options to provide delivery instructions to DPD directly; e.g. change the date, collect from the local parcel shop location, collect from a depot or leave in a safe place, to give you the best chance of a delivery being made first time.
You can track your delivery directly with DPD by following the link in the confirmation email or text message received. Tracking is also possible by visiting the DPD website - you will need the DPD tracking reference to do so.
On the day of delivery, DPD will notify you of a 1 hour delivery window by email or text message.
For any questions on your delivery, email us at email@example.com
Returns & Exchanges
If you are not completely satisfied with a product you may request to return it within 14 days of the date of purchase for a full refund, including any original shipping costs. All returned items must be in a new and unused condition and include all shipped parts, manuals, accessories and documents and original packaging. Items are not eligible for return if they show signs of wear or have been used or altered from their original condition in any way.
You also have the option to return for an alternative item if you have changed your mind about the product you have purchased. Any cost differences between different items will need to be charged accordingly. The same rules about the item condition apply also.
In rare cases, orders may suffer damage in transit. We always ensure that orders are packed with adequate protection, but if your order does arrive damaged, please do not hesitate to let us know so we can put this right. If you wish to report a damaged item for a Ken Hom Woks product purchased on kenhomwoks.co.uk, please get in touch. One of our customer service team will then contact you.
We are unable to help with orders fulfilled by Amazon, which will need to be dealt with Amazon directly.
In the unlikely event that product develops a fault, there are several things we can do to resolve this for you.
If your item develops a fault within 30 days of purchase, we can provide you with a full refund or exchange. If you wish to report a faulty item for a Ken Hom Woks product purchased on kenhomwoks.co.uk, please get in touch and our E-commerce team will be standing by to assist.
If your item develops a fault after 30 days, depending on the item and the fault, we may be able to offer a repair or replacement.
Requesting a Return
If you wish to request a return for a Ken Hom Woks product purchased on kenhomwoks.co.uk please get in touch. One of our E-commerce team will then contact you.
Customers are liable for the cost of the return/exchange back to us (unless the item is faulty). We recommend using a tracked service so that the whereabouts of the parcel is known at all times.
Please do not return items to us without contacting us first. We cannot be held responsible for items returned without approval and subsequent refunds or credits may not be possible.
Sending Your Return
Once our e-commerce team have authorised your return, please ensure that your items are securely packaged before sending them back to us, ensuring they arrive in re-saleable condition. Returns are to be addressed as follows:
Ken Hom Woks Web Order Returns
We are unable to accept any responsibility for items that are lost or damaged on being returned to us, therefore we highly recommend proof of postage is retained and a tracked service used.
We aim to refund you within 14 days of receipt of the product in our warehouse. All refunds will be made via the original payment method only. Refunds may be delayed, or in rare cases not possible if the item returned does not meet the criteria outlined above.
To reduce our carbon footprint, we are continuously looking to invest in greener more sustainable supply chain initiatives, whilst always trying to ensure your order arrives safely.
Some of the measures we have taken to do this include:
- Changing our packing cartons to cardboard, and removing documents-enclosed plastic windows.
- Removing bubble wrapping and introducing scrunched paper to protect our products in transit.
- Offering to send direct to the giftee which cuts down the end journey by half.
- Using a delivery service that is also aspiring to be more green & sustainable; https://green.dpd.co.uk/
- Looking to review our product packaging to reduce plastic and increase recycled materials.