UK shipping information

parcels.jpgFlexible 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 options are:

  • Royal Mail Tracked24 with an expected delivery schedule of 1-2 working days - £4.95 minimum
  • Royal Mail Tracked48 with an expected delivery schedule of 2-3 working days - £3.95 minimum

Please note that the expected delivery schedules are not guaranteed and are an 'aim for' estimate by Royal Mail. 

Our expedited service options are: 

  • Royal Mail Special Delivery with a next working day guarantee - £9.95 minimum

Special Delivery is available to UK addresses only. Your order must be placed before 12 noon weekdays, or up to 2 pm 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.

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. 

For Global Shipping Info click here

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.

Please note: 

Due to the high value of a Cleo 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 Systems to PO Box numbers/Apertido addresses for insurance reasons: a full postal address & daytime telephone number is required.

Claims For Non-Delivery

Although we make every effort to ensure your goods reach you by the expected delivery date, once the parcel has left us we are unable to control how quickly it moves through the courier network. 

In the rare event of your parcel not being delivered, we will do everything we can to trace the parcel, 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 raise a claim with them before we can release a replacement 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 report a late delivery or lost parcel, please contact us as soon as possible.