Shipping & Returns
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 packages 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 12 noon weekdays; however, Royal Mail do not guarantee Saturday deliveries for orders sent using this service on Fridays. Orders placed over the weekend will be shipped on Monday (excluding bank holidays) for delivery the following day.
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
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
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.
Customers are responsible for checking with their local customs office and postal services to ensure that the products they are ordering are allowed entry into their country of residence. Customers are also reminded that local duty and taxes may be applicable when importing goods into your country.
We are not able to accept any responsibility or liability for products that are held by customs in a country outside the UK or for any surcharges that arise as a result of local duty or taxes. Customers requesting orders to be delivered to destinations outside the UK do so at their own risk.
Customs Fees, Duties & Taxes
As the UK is now no longer part of the EU, orders below €150 shipped internationally, including countries within Europe, may incur an import and/or customs charge before being released to you by your customs department. All orders in excess of €150 will incur import tax & duty at the %rate of your countries VAT plus customs clearance fees. UK taxes are discounted from the product's advertised price once you enter your address at checkout.
We do not deliver goods Duty Paid at the moment, therefore any external charges on an order are the responsibility of the customer/consignee.
The shipping fee calculated at checkout is unrelated to any potential import duties or customs clearance fees.
European delivery rates start at £9.00 | Rest of World delivery rates start at £12.00
DISCREET PACKAGING
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, or any faulty products, 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:
We sincerely hope you will be completely satisfied with your purchase however we understand in certain circumstances, that may not be the case and you may need to send something back.
You may request to return most new, unopened items within 14 calendar days from delivery for a full refund of the item price only. We are able to provide a pre-paid returns label for your convenience; however the cost of this (£3) will be deducted from your refund value.
If the return is a result of our error (you received an incorrect or defective item) then the return cost will not be charged.
We are not able to issue a refund against an item that has been used or tampered with or is returned to us in any condition that makes it unfit for resale; i.e. swing tags / labels / packaging etc is defaced or missing.
We are more than happy to exchange items if you have changed your mind, however, a re-postage fee will be charged to send alternative products. The recommended way to exchange your item is to place a new order, return the original item and we will issue a refund for that item.
You should expect to receive your refund within 14 days of us receiving the unwanted goods however, in most cases you will receive a refund more quickly. We'll notify you via e-mail of your refund once we've received and processed the return.
If you would like to return an item ordered online simply follow these steps.
- Login to the my account section of this website which will take you to your orders screen.
- Click on the order containing the item to be sent back and then select Request Return at the top right hand side of your order details page, select the item, quantity, reason for return and submit.
Once reviewed by our team to ensure the 14 days returns period has not been exceeded, you will receive a returns authorisation number by email, along with details of how and where to send the goods back.
Alternatively call us on 0871 22 11 340 to request a returns authorisation number.
Goods MUST be returned within 14 days of authorisation and MUST include your returns authorisation number and returns slip. Please be aware that we reserve the right to refuse a refund if you have not followed this procedure OR if after inspection goods are found to be not fit for resale (unless previously advised of defect) or if goods are returned after 14 days. In either case we will offer to send the goods back to you at standard postage rate for the item.
Please refer to our terms & conditions regarding your refund rights.