SHIPPING & RETURNS

SHIPPING POLICY

ORDERS

Details relating to the placing of product orders can be found on the Terms and Conditions page. The following information relates exclusively to the delivery of and return of products ordered.

PRODUCT UNAVAILABILITY

If an ordered product is temporarily unavailable, we will contact you to inform you of your options, ordinarily:

- A delay in the delivery

- A replacement product

- A refund of the unavailable product

- The cancellation and full refund of the order

DELIVERY

We are presently only shipping to select destinations within the UK. This currently excludes the Channel Isles, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands and Islands. Deliveries to these areas will be cancelled and refunded. Postcodes for the excluded areas are listed below.

Channel Isles

Isle of Man

Northern Ireland

Scilly Isles

TR 21-25

Scottish Highland and Islands

AB30-38

AB44-56

FK17-99

G83

KW1-14

PA20-49

PA60-78

PH15-26

PH30-444

PH49-50

_ _ _

KA27

KA28

PA20-49

PA60-78

Delivery costs are determined by the total value of the order. Costs are made visible when you proceed to the Checkout before you finalise your order.

UK DELIVERIES

Ordinarily, orders placed for delivery within the UK are expected to arrive at their destination within 3-4 working days of being dispatched.

Shipping prices are based on the weight of the order.

FULFILLMENT

Deliveries are sent via Royal Mail or DHL

CHANGES TO/ CANCELLATION OF DELIVERY

Once your order has been dispatched, we cannot change the delivery address or date, nor cancel the order.

RESPONSIBILITIES OF THE SERVICE USER

The service user must ensure that the delivery, contact and payment details they provide are correct and lawful and that we are informed of any changes in these details at the earliest opportunity.

If the delivery cannot be left in a safe space or with a third party, the delivery may be returned to the sender, in which case, the service user will be liable for the delivery cost and a £5 return-to-sender fee.

NON-DELIVERY/ MIS-DELIVERY

If, after the stated delivery period, you have not received your delivery, you must email us within 3 calendar days, or ideally sooner, to raise an investigation. Courier companies restrict the time available to make claims for reimbursement, so we may not be able to provide replacement products and refunds after this period.

If non-delivery occurs due to customer error (e.g. the customer entered incorrect shipping details), we will provide a refund, minus the costs of delivery and a £5 return-to-sender fee.

RETURNS (GOODS UNWANTED/ MIND-CHANGED)

You may cancel your order within 7 calendar days from the day after you receive your delivery. You then have a further 7 calendar days to send the goods back to us.

Providing the goods are returned to us in a satisfactory state (unopened, undamaged, in original packaging), you will be refunded the full purchase costs less the delivery fee.

In returning the goods, we advise that you use a trusted recorded delivery service to minimise the risk that the goods are damaged in transit, thus possibly affecting your rights to a refund.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which a customer can handle the goods is deemed the same as it would be if you were assessing them in-store.

Returns should be sent to the following address, and should include a printed copy of the order confirmation and a brief note explaining that you wish to make a return:

MKAYG LTD

PO BOX 76140,

LONDON, E2 2FX,

United Kingdom

INCORRECT, MISSING OR DAMAGED GOODS

If, after accepting the parcel, you find you have received incorrect, missing or damaged goods, you must notify us within 1 calendar day to validate your claim.

DEFECTIVE/ DAMAGED GOODS

If a delivery or an item within it is defective or damaged enough to compromise its use, please respond to the order confirmation email with details of the issue, including:

- Product information (product name, weight/ size etc.)

- Description of damage (brief description)

- Photograph of damage (clear, unambiguous photograph of the damage for easy inspection)

Should we concur that the delivery is sufficiently defective or damaged, we will provide you with further options, ordinarily:

- A replacement product

- A refund (sometimes partial) of the defective/ damaged product

SHORT-DATED GOODS

In the event that you are sent a product that has less than 1 month until the Best Before End (BBE) date passes, then you can return the goods within 7 calendar days for a full refund.