Shipping policy
Last updated: 8 August 2026
Thank you for shopping with Kenzzyo.
This Shipping Policy explains how orders placed through kenzzyo.com are processed, shipped and delivered.
We currently ship primarily to customers in the United Kingdom.
1. Order Processing
Once your order has been successfully placed and payment has been authorised, your order will enter processing.
During processing, we may:
- verify order information;
- confirm payment;
- prepare the product for fulfilment;
- perform fraud and security checks where appropriate; and
- arrange shipment with our supplier, fulfilment partner or carrier.
Processing time is separate from the time a parcel spends in transit.
We aim to process orders as promptly as reasonably possible.
You will normally receive an order confirmation by email after placing your order.
2. Where Orders Are Shipped From
Kenzzyo works with suppliers and fulfilment partners to provide products to our customers.
Some or all products may be dispatched directly from fulfilment facilities located outside the United Kingdom, including China.
This means your parcel may travel internationally before reaching your UK delivery address.
The fact that a product is fulfilled by a third party does not affect your contractual relationship with Kenzzyo or any statutory consumer rights you may have.
3. Estimated Delivery Time
Our current estimated delivery timeframe for UK orders is generally:
5–10 business days
The estimated delivery period begins once the order has been processed and dispatched unless otherwise stated during checkout.
Business days generally exclude Saturdays, Sundays and UK public holidays.
Delivery estimates are provided in good faith but are not guaranteed delivery dates unless we expressly agree a specific delivery date with you.
4. Possible Delivery Delays
Although most orders are expected to arrive within the estimated timeframe, delays can occasionally occur.
Possible reasons include:
- customs processing;
- international transportation delays;
- carrier network disruption;
- severe weather;
- public holidays;
- periods of unusually high demand;
- incorrect or incomplete delivery information;
- local delivery issues; or
- circumstances outside our reasonable control.
We will not use these circumstances to remove or restrict any rights you have under applicable consumer law.
If your order is significantly delayed, please contact us at:
and we will investigate the shipment.
5. Legal Delivery Requirements
Unless a different delivery period has been agreed with you, goods must be delivered within the period required by applicable UK consumer law.
The UK rules generally require delivery without undue delay and, unless another period has been agreed, within 30 days after the contract is entered into.
Our advertised 5–10 business day delivery estimate is therefore our normal expected timeframe and does not replace your statutory rights relating to late or failed delivery.
6. Shipping Charges
Any shipping charge applicable to your order will be displayed during checkout before you complete your purchase.
Where we offer free shipping, this will be indicated on the Site or at checkout.
You will not be charged an undisclosed mandatory delivery fee after placing an order.
7. Tracking Information
Where tracking is available, we may provide you with a tracking number or tracking link after your order has been dispatched.
Please allow some time after dispatch for tracking information to become active, as carriers may require time to scan and register the parcel in their systems.
International shipments may pass between multiple carriers during transit.
As a result, tracking information may occasionally take time to update.
8. Multiple Parcels
If your order contains multiple products, they may occasionally be:
- fulfilled from different locations;
- processed separately; or
- delivered in separate parcels.
You may therefore receive more than one tracking number or receive items from the same order on different days.
Receiving one part of an order does not mean that the remaining items have been cancelled.
9. Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please carefully check:
- recipient name;
- house or building number;
- street;
- flat or unit number where applicable;
- town or city;
- postcode; and
- contact details
before completing checkout.
If you notice an address error after placing an order, please contact:
as soon as possible.
We will make reasonable efforts to update the delivery information where possible, but we cannot guarantee that changes can be made after an order has entered fulfilment or been dispatched.
10. Incorrect or Incomplete Addresses
If a parcel cannot be delivered because the customer provided an incorrect or materially incomplete address, please contact us.
Depending on the circumstances, the parcel may:
- be redirected where possible;
- be returned to the sender;
- be held by the carrier; or
- require further delivery arrangements.
Where we incur a genuine additional delivery cost solely because materially incorrect information was supplied by the customer, we may seek to recover a reasonable cost where permitted by law.
We will not charge arbitrary penalties.
11. Customs, VAT and Import Charges
Because some products are dispatched from outside the United Kingdom, UK customs and tax rules may apply.
The treatment depends on factors including the value of the consignment and applicable UK rules.
Consignments valued at £135 or less
For qualifying goods located outside the UK and sold directly to consumers in Great Britain in consignments with an intrinsic value of £135 or less, UK rules generally require the seller to charge and account for applicable VAT at the point of sale.
Where this rule applies, we are responsible for handling VAT in accordance with applicable requirements.
Consignments valued above £135
For consignments valued above £135, normal import VAT and customs rules may apply.
Depending on how the shipment is arranged, the carrier or customs authority may contact the recipient concerning legally applicable import VAT, customs duty or handling charges.
Where we know that a charge will be payable by you, we will seek to provide the information required by applicable consumer law.
The UK government's current guidance confirms that goods worth more than £135 sent from outside the UK can be subject to import VAT and Customs Duty.
12. Customs Processing
International parcels may be inspected or processed by customs authorities.
Customs clearance times are outside the direct control of Kenzzyo.
However, we remain responsible for complying with obligations that applicable consumer law places on us as the seller.
Customers should not be asked to accept incorrectly declared values or misleading customs information.
13. Orders Delayed in Customs
A parcel may occasionally remain in customs processing longer than expected.
If tracking indicates an unusual customs delay, contact:
We will review the available tracking information and, where appropriate, contact the relevant fulfilment or delivery partner.
14. Lost Parcels
If tracking indicates that your parcel may have been lost in transit, please contact us.
We may ask you to confirm:
- your order number;
- your delivery address; and
- whether you have checked any delivery location or information provided by the carrier.
We will investigate with the carrier or fulfilment partner.
Where the goods have not been delivered and Kenzzyo remains legally responsible for the delivery, we will provide an appropriate remedy, which may include replacement or refund depending on the circumstances.
We will not require a customer to bear the loss of a parcel merely because a third-party carrier lost it where the legal responsibility remains with us.
15. Parcels Marked as Delivered
If tracking shows your order as delivered but you cannot locate it, we recommend first checking:
- around the delivery location;
- with other members of your household;
- with neighbours where appropriate;
- any safe-place information;
- reception or concierge areas where applicable; and
- carrier delivery notifications.
If you still cannot find the parcel, contact us promptly at:
We will review the available delivery evidence and assist with an investigation where appropriate.
A carrier's tracking status will be considered as evidence but will not automatically override your statutory rights in circumstances where goods were not actually delivered to you or to a person or location authorised by you.
16. Failed Delivery Attempts
If a carrier cannot complete delivery, it may:
- attempt delivery again;
- leave instructions for collection;
- hold the parcel at a local facility; or
- return it to the sender.
Please follow any legitimate instructions provided by the carrier.
If the parcel is returned because of a delivery problem, contact us so that we can review the circumstances and available options.
17. Refused or Uncollected Parcels
If a parcel is deliberately refused or is not collected after reasonable delivery or collection attempts, it may be returned to the sender.
Once the returned parcel has been received and processed, any refund or further delivery arrangement will be handled in accordance with our Return & Refund Policy and applicable consumer law.
Reasonable costs genuinely caused by the customer's actions may only be deducted where legally permitted.
18. Damaged Parcels
If your parcel arrives visibly damaged, please inspect the contents carefully.
If the product itself is damaged, defective or otherwise affected, contact us as soon as reasonably possible at:
Where possible, include:
- your order number;
- photographs of the product;
- photographs of the packaging; and
- a brief description of the problem.
Your rights in relation to damaged or defective products are explained further in our Return & Refund Policy.
19. Wrong Item Received
If you receive a product different from the product you ordered, please contact us at:
Include your order number and, where possible, photographs of the item received.
We will review the issue and arrange an appropriate solution.
You will not be expected to pay return postage for an incorrect item where the error is attributable to Kenzzyo or our fulfilment arrangements.
20. Order Cancellations
If you want to cancel an order that has not yet been dispatched, contact us as soon as possible:
We will make reasonable efforts to stop fulfilment.
If the order has already been dispatched, cancellation or return will normally need to be handled under our Return & Refund Policy and your applicable statutory rights.
21. Changes to Delivery Estimates
We may update general delivery estimates on our Site from time to time to reflect current fulfilment and carrier conditions.
Changing a general estimate will not retrospectively remove rights relating to an order you have already placed.
Where we become aware of a significant delay affecting your order, we will seek to provide appropriate information where reasonably possible.
22. Countries We Currently Serve
Kenzzyo currently focuses on delivery to the:
United Kingdom
Availability may include England, Scotland, Wales and, subject to applicable delivery and customs arrangements, Northern Ireland.
Shipping availability is ultimately shown at checkout.
We may expand or modify the countries or regions we serve in the future.
23. Returns Are Not Sent to Our Business Address Unless Instructed
Our public business correspondence address is:
Kenzzyo
133 Shoreditch High Street
London
E1 6JE
United Kingdom
This address should not automatically be used for product returns.
Because products may be handled by different fulfilment facilities, the appropriate return location may differ.
Please contact:
before returning any product.
Our customer support team will provide the applicable return instructions.
24. Your Consumer Rights
Nothing in this Shipping Policy is intended to exclude, restrict or replace statutory rights available to consumers under applicable UK law.
Where this Shipping Policy conflicts with a mandatory legal right, the applicable legal right will prevail.
25. Contact Us
If you have questions concerning shipping, tracking or delivery, contact:
Kenzzyo
133 Shoreditch High Street
London
E1 6JE
United Kingdom
Website: kenzzyo.com
Email: kenzzyosupport@gmail.com
Telephone: +1 907 625 4287