Shipping policy
At kiwli we want your order to reach you smoothly, and we like to be upfront about how and when it gets to you. By placing an order with us, you agree to the shipping terms below.
Where we ship
We currently ship to addresses within the United Kingdom.
Free UK delivery
All orders ship free, with no minimum spend.
Processing your order
Once you place an order and your payment is confirmed, we send you a confirmation email and start getting your order ready. Orders are processed within 3 to 5 working days (Monday to Friday). Our order cut-off is 5pm (UK time): orders placed before then on a working day begin processing the same day, and orders placed after 5pm, at weekends or on public holidays are processed from the next working day.
Delivery times
After your order is dispatched, delivery usually takes 7 to 14 working days (Monday to Friday). In total, most orders arrive within 10 to 19 working days of being placed. On rare occasions delivery can take a little longer due to things outside our control, such as customs checks, courier delays or bad weather. If that happens, we will do everything we can to keep things moving.
Tracking your order
When your order is dispatched we will email you a tracking link so you can follow it on its way. You can also track your order at any time on our Track Your Order page using the tracking number from your dispatch email. Please allow a few days after dispatch for the first tracking update to appear, and a little longer between updates while your parcel moves between depots. If you ever have concerns about where your order is, email us at hello@kiwli.com and we will look into it for you.
Changing your delivery address
If you need to change your delivery address, contact us at hello@kiwli.com within 24 hours of placing your order and we will update it if we can. Once an order has been dispatched we are unable to change the delivery address.
Customs and import charges
Your order is dispatched from our fulfilment centre. In most cases there is nothing more to pay after checkout. Very occasionally a customs or import charge may be applied when your order arrives. If you receive a request like this, please contact us at hello@kiwli.com and we will help you sort it out.
Delayed deliveries
If your order has not arrived within the expected timeframe, email us at hello@kiwli.com and we will chase it up with the courier on your behalf. Thank you for your patience if this ever happens.
Cancelling an order
You can cancel any time before your order is dispatched for a full refund, with no cancellation or restocking fee. You also have a statutory 14-day cooling-off period under the UK Consumer Contracts Regulations, which runs until 14 days after the day you receive your order, and you can cancel within that period too. To cancel, email us at hello@kiwli.com. If your order has already arrived, return it in line with our Returns & Refunds Policy and we will refund you. After the cooling-off period, you can still return an item within 30 days of delivery, as set out in that policy.
Missing or lost orders
If your order is lost in transit, please get in touch at hello@kiwli.com. We will arrange a refund or a replacement, whichever you would prefer.
Contact us
kiwli is a trading name of Ondale Ltd, a company registered in England and Wales.
- Company name: Ondale Ltd
- Company registration number: 17153690
- Registered office: Piccadilly Business Centre, Unit C, Aldow Enterprise Park, Blackett Street, Manchester, M12 6AE, United Kingdom
- Email: hello@kiwli.com
- Phone: +44 7518 735413
- Customer service hours: Monday to Friday, 9am to 5pm (UK time)
We aim to reply to every message within one working day.
Please note: returns are processed at our designated returns warehouse, not our registered office. Email us at hello@kiwli.com before sending anything back and we will provide the correct return address and instructions.