Shipping policy

Last Updated: August 2026

Please read this Shipping Policy carefully before placing an order with Kiyako. By completing a purchase through our website, you confirm that you have reviewed and accepted the terms below.

1. SHIPPING CARRIER

Kiyako uses FedEx and/or other trusted courier partners for domestic and international deliveries.

The courier used for your order may depend on your destination, shipping availability, parcel size, and other logistical requirements.

2. ESTIMATED SHIPPING TIMES

Once your order has been processed and dispatched, estimated shipping times are:

United States & Canda: Approximately 10 business days
Uk: Approximately 4 business days
Other International Destinations: Approximately 5–14 business days

These are estimated delivery times only and are not guaranteed delivery dates.

Shipping delays may occur due to circumstances outside Kiyako's control, including:

Customs inspections
Severe weather
Public holidays
Courier delays
Flight disruptions
Local delivery disruptions
Incorrect or incomplete addresses
Customs clearance
High-volume shopping periods
Events outside our reasonable control

Kiyako is not responsible for courier or customs delays once an order has been dispatched.

3. SHIPPING COSTS

Uk

Eligible orders may receive free standard shipping.

Other Countries

International shipping charges may range from approximately US $0–$20, depending on:

Destination
Parcel weight
Order size
Courier rates
Shipping method

The final shipping charge, where applicable, will be displayed at checkout.

4. CUSTOMS, IMPORT DUTIES & TAXES

International customers are responsible for checking and paying any:

Customs duties
Import taxes
VAT
Brokerage fees
Clearance charges
Local government charges

that may be imposed by the destination country.

These charges are not included in the product price unless explicitly stated at checkout.

Kiyako does not control customs charges and cannot guarantee how much a customer may be required to pay.

If a customer refuses to pay customs duties or import charges and the parcel is returned to us, any refund will be subject to our applicable Return and Refund Policy and may be reduced by shipping, return shipping, customs, handling, or other costs incurred.

5. CUSTOMER RESPONSIBILITY FOR SHIPPING INFORMATION

Customers are responsible for ensuring that the following information is complete and correct before submitting an order:

Full name
Full delivery address
Apartment/unit number
City
State/region
Postal or ZIP code
Country
Email address
Telephone number

Kiyako is not responsible for orders delivered incorrectly, delayed, returned, or lost because the customer provided incorrect or incomplete shipping information.

Please review your details carefully before completing your purchase.

6. ADDRESS CHANGES

If you notice an error in your shipping address, contact us immediately at:

helpkiyako@outlook.com

We cannot guarantee that an address can be changed after an order has been placed.

Once an order has been processed or dispatched, we may be unable to modify the delivery address.

Any additional courier charges caused by a customer-requested address correction or redirection may be the customer's responsibility.

7. FAILED DELIVERY ATTEMPTS

Customers must ensure that the delivery location is accessible and that someone is available to receive the parcel where necessary.

Courier companies generally make deliveries on business days.

Customers should:

Monitor their tracking information
Keep their telephone available
Respond to courier communications
Arrange redelivery or collection when requested
Ensure the shipping address is accessible

If delivery fails because the customer was unavailable, provided an inaccessible address, failed to collect the parcel, ignored courier instructions, or provided incorrect information, Kiyako will not be responsible for resulting delays or additional charges.

If a parcel is returned to Kiyako because of failed delivery, additional shipping charges may apply before the order can be resent.

8. SIGNATURE ON DELIVERY

Some shipments may require a signature upon delivery.

Where a customer or courier arrangement allows delivery without a signature, including requests to:

Leave the parcel outside
Leave the parcel with a neighbour
Leave the parcel in a safe place
Leave the parcel unattended

the customer accepts the associated risk.

Where tracking confirms that the parcel was delivered according to the customer's delivery instructions, Kiyako will not be responsible for theft, loss, or damage occurring after delivery.

9. TRACKING

Customers will receive tracking information after their order has been dispatched.

Customers are responsible for monitoring their tracking information after shipment.

Please allow time for tracking information to update after receiving your dispatch confirmation.

10. DELIVERED BUT NOT RECEIVED

If courier tracking confirms that your parcel has been delivered but you cannot locate it, you should first:

Check around the delivery location.
Check with members of your household.
Check with neighbours, reception, concierge, or building management.
Review any delivery photograph or courier notification.
Contact the courier directly.

You should also notify Kiyako as soon as possible so the matter can be reviewed.

A courier marking an order as delivered does not automatically entitle the customer to a refund or replacement.

Any claim will be reviewed using the courier's tracking information and available delivery evidence.

11. LOST OR DAMAGED PARCELS

If tracking shows that a parcel has been lost while in transit, please contact:

helpkiyako@outlook.com

We may need to open an investigation with the courier before determining the appropriate resolution.

Customers must provide any information reasonably required for the investigation.

If your parcel arrives visibly damaged, you should:

Photograph the outer packaging
Photograph the shipping label
Photograph the damaged product
Keep all original packaging

and contact us as soon as possible.

Kiyako may require this evidence before processing a claim.

12. CUSTOMER-CAUSED SHIPPING ISSUES

The following are generally considered the customer's responsibility:

Situation	Responsibility
Incorrect or incomplete shipping information	Customer
Incorrect or undeliverable address	Customer
Customs duties, taxes or import fees	Customer
Customer-requested delivery delay	Customer
Customer-requested address modification	Customer
Failure to collect a parcel	Customer
Refusal of delivery for personal reasons	Customer
Refusal to pay customs/import charges	Customer
Delivery instructions requesting an unattended drop-off	Customer
Additional charges resulting from customer-provided information	Customer

13. CANCELLATIONS AFTER PROCESSING OR SHIPMENT

Submitting a cancellation request does not guarantee that an order can be cancelled.

Once an order has:

Entered production
Been processed
Been packed
Been transferred to the courier
Been dispatched

we may be unable to cancel or intercept the shipment.

Customers should not refuse a parcel as a method of cancelling an order unless instructed to do so by Kiyako.

Any costs resulting from an unauthorised refusal, redirection, return-to-sender request, or delivery cancellation may be deducted from any refund that is otherwise due.

14. DELAYS OUTSIDE OUR CONTROL

Kiyako cannot guarantee an exact delivery date.

We will not be responsible for reasonable delays caused by circumstances outside our control, including courier disruptions, customs, weather conditions, public holidays, transport disruptions, government restrictions, or other unforeseen events.

A delayed shipment is not automatically considered a lost shipment.