Shipping
GETTING YOUR ORDER TO YOU
FLEXIBLE DELIVERY OPTIONS
We offer a variety of shipping options, depending on how quickly you want to receive your order. Shipping costs are calculated by weight and destination and we endeavour to keep these charges to the absolute minimum, charging only what it costs us.
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. When your order is despatched, you will receive a shipping confirmation email which contains your tracking number; you can then monitor your parcels journey here.
You may also receive a text and/or email from Royal Mail providing an expected delivery date and time. If it isn't convenient, there will be a link for you to update your preferences, either by instructing them to leave in your 'safe place', with a neighbour, deliver to post office, collect from a customer service point or deliver on a different day.
PLEASE NOTE: If your order is undelivered due to an error in your address, if you didn't arrange an alternative delivery date or collect it from a Royal Mail customer service point and it is returned to us, we are unable to refund any postage costs associated with your order, and a repostage fee will be charged if you require it to be sent again.
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 non-descript packaging to protect your privacy. Kayhew Ltd is shown as the returns address on the shipping label.
UK SHIPPING
STANDARD SMALL PARCEL SERVICES
- Royal Mail Tracked48 from £3.95 estimated 2-3 working days*
- Royal Mail Tracked24 from £4.95 estimated 1-2 working days*
* Please note that the delivery schedules are not guaranteed and are an 'aim for' expected timeframe by Royal Mail.
EXPEDITED SERVICE
- Royal Mail Special Delivery from £9.95 with a next working day guarantee available to UK addresses only
Orders must be placed before 12 noon weekdays, or up to 2pm at our discretion. Royal Mail do not guarantee Saturday or Sunday deliveries for parcels sent using this service on Fridays. Orders placed over the weekend will be shipped on Monday (excluding bank holidays) for delivery the following day.
Large / heavy parcel delivery is sometimes made by courier and requires 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.
OVERSEAS 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.
In most cases, 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 their 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.
PlEASE NOTE: It is the customer's responsibility to ensure that when providing an overseas delivery address, it is in English, in the correct format and includes all details of the address, as we have no way of validating it's accuracy. If you notice an error in your address after receiving your order confirmation, please notify us immediately so we can amend it before it is sent.
If a parcel is returned to us marked 'address incomplete' or 'address unknown' we are unable to refund any postage costs associated with your order.
If you're ordering from South Africa, we require your SA ID number in order to arrange delivery, so please provide this in additional comments at checkout, or email us after placing your order.
CUSTOMS FEES, IMPORT DUTY & TAXES
As the UK is now no longer part of the EU, all orders shipped internationally, including countries within Europe, may incur an import and/or customs charge before being released to you by your customs department. This is usually charged at the % rate of your countries VAT plus customs clearance fees. To help contribute towards these costs, UK taxes are discounted from the product's advertised price once you enter your shipping 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.
PLEASE NOTE: If we ship your order overseas and you fail to pay the import fees within the timeframe for 'holding' in your country, and the parcel is returned to us, we are unable to refund any postage costs associated with your order, and a repostage fee will be charged if you require it to be sent again.
