Shipping & Returns

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FLEXIBLE DELIVERY

Shipping costs are calculated by weight and destination and we endeavour to keep these charges to the absolute minimum.

Our standard small parcel UK service is Royal Mail 24 with an expected delivery schedule of 3-5 working days, however orders in excess of £50 will receive an automatic upgrade to 1st class recorded delivery. 

If required for smaller value orders, you will be given the option to choose an insured service – either 1st class recorded or special delivery (next day) – both of which carry an additional charge.

Standard UK delivery rates start at £2.50 although most package will fall into the £3.95 band

Special Delivery is available to UK addresses only and is a guaranteed next day service, if order placed before 2pm; however, Royal Mail do not guarantee Saturday deliveries for orders sent using this service on Fridays.

Special delivery rates start at £10, which will cover most packages, however larger items will be extra. 

Large / heavy parcel delivery is made by courier and require a signature on delivery. Please ensure you provide a valid email address and mobile number in order for the courier to contact you with a 1 hour time slot on the day your goods will arrive.

Courier delivery rates start at £7.50
SAME DAY DESPATCH

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All orders are shipped the same working day if we receive your order before 2pm weekdays, providing the item is in stock. Orders received after this time will be despatched the next available working day.

WORLDWIDE SHIPPING

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We are proud to say that we have customers in over 80 countries across the globe, therefore wherever in the world you are located, we’re sure to be able to ship to your destination. All overseas orders are sent by Royal Mail International Signed for which is a tracked insured service that we have found to be the best priced, most speedy and reliable. In certain circumstances or for wholesale distribution, we may use an alternative carrier depending on the size and weight of your package.

European delivery rates start at £9.00
Rest of World delivery rates start at £12.00
DISCREET PACKAGING

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Here at Cleo, we understand that when you buy a personal item online you want to be assured that your order will be shipped with complete discretion, especially if we are delivering to a work or friends address. All parcels from our warehouse are sent in plain nondescript packaging to protect your privacy. KayCo2 Ltd is shown as the returns address on the shipping label.

Please note: 

Due to the high value of a Cleo Q System and in compliance with insurance policies the courier will not leave a parcel unattended, without a signature or with a neighbour, therefore please ensure that it can be signed for or you are able to collect from your local depot. We are unable to deliver Cleo Q Systems to PO Box numbers/Apertido addresses for insurance reasons: a full postal address & daytime telephone number is required.

CLAIMS:

Although we make every effort to ensure your goods reach you quickly and in perfect condition, once the parcel has left us we are unable to control how it is handled, so if it reaches you damaged or tampered with in any way, please notify us immediately. Please be aware that we can only accept claims for damaged goods or items missing from your parcel within 3 days of delivery of your order.

In the rare event of your parcel not being delivered, we will do everything we can to track the item with our carrier. However, please note that Royal Mail will not investigate a claim until 10 working days after the posting date, unless the parcel has been sent by special delivery. If after this time you still have not received your goods, we will send you a self declaration form which must be signed and returned before we can release a replacement order or issue a refund.

Please note: 

We will only accept claims for non delivery of parcels up to 28 days after posting.

If you need to make a claim for a lost or damaged parcel, please contact our distribution manager Darren Hewitt on 0113 460 1812 or by email daz@kayco.co.uk

For all other enquiries, please call one of our friendly team on 0871 22 11 340 or send us an email via the link on the contact us page. If calling from abroad, please dial +44 113 460 1812.

REFUNDS & RETURNS:

Please refer to our terms & conditions regarding your refund rights.

If you wish to return an unwanted item, please go to the my account section of this website, click on the Return Request link and follow the on screen instructions. Alternatively call us on 0871 22 11 340 to request a returns authorisation number.