Shipping policy

Last updated: September 2026

At Kasa Kusillo, we want your order to reach you safely and as quickly as possible. Here's everything you need to know about our delivery.

1. Where we deliver

We currently deliver to addresses within the United Kingdom.

International delivery may be introduced in the future. Where international delivery is available, the applicable delivery options, costs and estimated delivery times will be shown at checkout.

We do not currently deliver to PO Boxes or BFPO addresses unless specifically stated at checkout.

2. Processing your order

We aim to dispatch orders within 1–3 working days after payment has been successfully received.

Orders placed on weekends or UK public holidays will normally begin processing on the next working day.

During particularly busy periods, product launches or promotional events, dispatch may take slightly longer. If we expect a significant delay, we will do our best to let you know.

3. Delivery times

Estimated delivery times are provided at checkout and are estimates rather than guaranteed delivery dates.

For UK orders, our standard delivery is normally expected to arrive within approximately:

2–5 working days after dispatch.

Please allow additional time during busy periods, bank holidays, severe weather or other circumstances affecting postal and courier services.

Delivery times may also vary depending on your location within the UK.

4. Delivery charges

Delivery charges will be displayed at checkout before you complete your purchase.

From time to time, we may offer promotions such as free delivery above a specified order value. Any applicable promotion and its conditions will be clearly displayed on our website.

5. Tracking

Where a tracked delivery service is used, you will receive tracking information when your order is dispatched.

Please use the tracking information provided to monitor your delivery.

If tracking shows that your parcel has been delivered but you cannot locate it, please contact us as soon as possible so that we can investigate with the delivery provider.

6. Incorrect delivery information

Please make sure that your delivery address is correct before completing your order.

If you realise that you have provided an incorrect address, contact us as soon as possible.

We will try to amend the address before your order is dispatched, but we cannot guarantee that we will be able to do so.

If an order has already been dispatched, we may be unable to change the delivery address.

Where a parcel is returned to us because an incorrect or incomplete address was provided, we may contact you to arrange redelivery. Additional delivery charges may apply where permitted by law.

7. Delayed deliveries

We work with third-party postal and courier services and cannot guarantee their delivery times.

If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate the delivery with the relevant carrier where appropriate.

If a delivery delay means that we have failed to meet our legal obligations, you will retain all rights available to you under applicable consumer law.

8. Lost parcels

If your parcel appears to have been lost in transit, please contact us.

We will investigate with the delivery provider and, where appropriate, arrange a replacement or refund in accordance with your statutory rights.

We will not consider a parcel lost simply because it has not arrived on the estimated delivery date; reasonable time may be required for the carrier to complete delivery or for an investigation to take place.

9. Damaged parcels

Please inspect your order when it arrives.

If your parcel or its contents arrive damaged, please contact us as soon as reasonably possible and provide:

- Your order number
- A description of the damage
- Photographs of the damaged item
- Photographs of the packaging, where relevant

Please keep the original packaging until we have had an opportunity to investigate the issue.

We may request reasonable evidence of damage to help us investigate a claim with the delivery provider.

Your statutory consumer rights are not affected by this process.

10. Delivery to a safe place or neighbour

If you have authorised the delivery provider to leave your parcel in a particular safe place or with a neighbour, responsibility for the parcel may be affected by the circumstances of that delivery.

Where possible, please follow the delivery provider's instructions and ensure that any nominated safe place is secure.

Nothing in this section limits your statutory consumer rights.

11. Delivery and cancellation rights

If you are purchasing as a consumer, your statutory rights relating to delivery, cancellation, faulty goods and refunds are not affected by this Shipping Policy.

For information about cancellations, returns and refunds, please see our Returns & Refunds Policy.

12. Contact us

If you have a question about the delivery of your order, please contact us:

Kasa Kusillo Ltd.
104 River Way, Loughton IG10 3LL, England
hello.gift.stories@gmail.com

We are always happy to help.