Shipping policy

At Kiyohana, we work with trusted fulfilment partners who prepare, package and ship your orders directly to you. This arrangement allows us to provide efficient service across the EU and UK while maintaining the quality standards that define our brand. Your purchase contract is always with Kiyohana, and we remain responsible for your order from the moment you place it until it is delivered to you.

Processing Times

Orders are normally processed and dispatched within two to five working days. During peak periods, processing may take longer, but we always aim to handle your order as quickly as possible. Once your order has been dispatched, you will receive a confirmation email with shipping details.

Delivery Times

Delivery times vary depending on your destination, the local carrier and product availability. As a general guideline, orders are usually delivered within five to fifteen working days across the EU and UK. These delivery windows are estimates only and cannot be guaranteed.

Shipping Costs

Shipping costs are calculated at checkout based on your delivery address and the carrier services available. Deliveries outside the EU or UK may be subject to additional customs duties or import taxes, which remain the responsibility of the customer.

Tracking Information

Whenever possible, orders are shipped with tracking. You will receive your tracking number in the shipping confirmation email once your parcel has been dispatched.

Delivery and Risk of Loss

The risk of loss or damage passes to you once the goods are delivered to you or to a person nominated by you. If your order shows visible signs of damage on arrival, please take clear photographs and contact us immediately at support@kiyohana.com so that we can investigate and assist you.

Delays and Force Majeure

While we do everything possible to ensure smooth delivery, we cannot be held responsible for delays caused by carriers, customs authorities or events beyond our control such as strikes, extreme weather, natural disasters or border disruptions. In such cases, we will always do our best to support you.

Wrong or Incomplete Address

It is your responsibility to provide the correct delivery address at checkout. We cannot refund or replace items that are shipped to an incorrect or incomplete address supplied by the customer.

Undeliverable Packages

If an order is returned to us by the carrier because it could not be delivered—for example, due to refusal, failure to collect from a pick-up point, or an incorrect address—reshipping costs will be the responsibility of the customer.

International Deliveries

At this time, we deliver to customers within the EU and the UK. Orders shipped outside these regions may be subject to customs inspections, duties and taxes that are beyond our control. These charges must be paid by the recipient and are not included in the purchase price or shipping cost.

Customer Support

If you have any questions or concerns about your order, please contact us at support@kiyohana.com. We aim to respond to all enquiries within seven working days.