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Shipping & Delivery Policy

 

Effective Date: January 2026

Amended June 2026

 

At KKOL, we aim to prepare, pack and dispatch all orders as quickly and carefully as possible.

This Shipping & Delivery Policy explains how we process and deliver orders placed through our website.

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1. Order Processing

Orders are normally processed within 2-3 working days of receipt.

Orders are not processed, packed or dispatched on weekends or public holidays.

During busy periods, seasonal promotions or exceptional circumstances, processing times may be longer. If significant delays occur, we will make reasonable efforts to keep you informed.

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2. Delivery Services

We use trusted delivery partners to deliver our products safely and efficiently.

Delivery times are estimates only and are not guaranteed unless expressly stated otherwise.

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3. UK Deliveries

We currently deliver throughout the United Kingdom free of charge. As such we will choose the best delivery service for your product. Free samples and smaller purchases will be sent via untracked second class mail or courier. Tracking numbers (or just barcodes that will monitor delivery only for smaller 2nd class deliveries), will be supplied when available. ​Where free delivery is offered, this will apply only to qualifying orders and may be subject to minimum spend requirements. 

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4. International Deliveries

Where international delivery is available, shipping charges need to be discussed before you complete your order.

If we allow you to purchase internationally Customers are responsible for ensuring that products may legally be imported into their country. This means checking contents of a product – especially Hemp derived (CBD) products. See below.

International deliveries may be subject to:

  • customs duties;

  • import taxes;

  • handling fees; and

  • other local charges.

These charges are the responsibility of the customer and are not included in our product prices or delivery charges unless expressly stated.

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5. Customs and Import Requirements

For international orders, you are considered the importer of record.

You are responsible for complying with all laws and regulations of the destination country.

We cannot accept responsibility for:

  • customs delays;

  • import restrictions;

  • customs seizures;

  • refused deliveries; or

  • additional charges imposed by customs authorities.

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6. Product Information and Restricted Ingredients

Some KKOL products may contain hemp-derived ingredients or other ingredients that are legal for sale within the United Kingdom.

If you choose to purchase products for delivery outside the UK, you are responsible for ensuring they comply with the laws of the destination country.

We are not responsible for products delayed, refused, confiscated or destroyed by customs authorities because they are prohibited or restricted in the country of import.

All products are manufactured in an environment where nuts and other allergens may be present.

Please read ingredient information carefully before use and carry out a patch test where appropriate.

If you require further product information or certification details, please contact us before placing your order.

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7. Delivery Delays

While we make every effort to dispatch orders promptly, delivery times may occasionally be affected by circumstances beyond our control, including:

  • courier delays;

  • adverse weather conditions;

  • customs processing;

  • industrial action;

  • transport disruption; or

  • other unforeseen events.

We are not liable for delays caused by third-party delivery providers or circumstances beyond our reasonable control.

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8. Delivery Address Information

Customers are responsible for ensuring that delivery information is accurate and complete at the time an order is placed.

If incorrect delivery details are provided, additional delivery charges may apply if the parcel needs to be redirected or resent.

If you notice an error in your delivery address, please contact us as soon as possible.

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9. Failed Deliveries

If a delivery cannot be completed because:

  • an incorrect address was supplied;

  • delivery attempts were unsuccessful; or

  • the parcel was not collected from a collection point,

the order may be returned to us.

Where this occurs, we may charge the cost of redelivery before sending the order again.

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10. Lost or Missing Deliveries

If your order has not arrived within the expected delivery timeframe, please contact us.

We will work with the delivery provider to investigate the issue.

A parcel will not normally be considered lost until the courier's investigation process has been completed.

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11. Damaged Deliveries

If your order arrives damaged, please contact us as soon as possible.

Where possible, please provide:

  • photographs of the packaging;

  • photographs of the damaged product; and

  • your order number.

This will help us investigate and resolve the matter quickly.

For further information, please refer to our Returns & Refunds Policy.

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12. Risk and Ownership

Responsibility for products passes to you once the order has been delivered to the delivery address provided when placing your order.

Ownership of products passes to you once full payment has been received and the products have been dispatched.

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13. Contact Us

If you have any questions regarding delivery or shipping, please contact us:

SSR Media Ltd trading as KKOL.Essence and KKOL

Email: team@kkol.co.uk

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