Shipping policy

For small deliveries which arrive with couriers, the customer agrees to open all boxes and thoroughly check the goods for damage or faults. If any fault is visible, the customer must notify Kadai Bowls within 48 hours of delivery. If Kadai Bowls is not notified to damage within 48 hours, Kadai Bowls is not able to claim to either the manufacturer or the courier. 

For larger deliveries, including pallets, you agree to check the goods for damage or fault, before signing the courier drivers delivery note. If you sign for the goods, even with the word ‘unchecked’ or similar, you, the customer are accepting that the goods have arrived in a good condition and any future claims for damages will not be considered.  If the courier driver refuses to wait while you check the goods, you must refuse to accept delivery and contact our team with the details as soon as possible.

If someone else is signing for the goods on your behalf, you agree to advise them that the goods must be checked before signing. You therefore accept full responsibility for loss or damage if they sign on your behalf and fail to check goods. You agree to indemnify us in full for any losses we suffer as a result of you or your agent accepting the goods and signing without checking goods for damage.

DELIVERY SERVICES

Please note, our third-party couriers DPD, have advised that their drivers are operating to a tight schedule and therefore will only attempt delivery once. This initial delivery timeframe will be provided via text message or email from DPD through their tracking service. In the event that you are not home, the courier, DPD, will take the parcel to a local drop off point, on average a 5-mile radius from the original delivery point. You, the consignee will be notified via text message to say the parcel has been taken the local drop off point as no one was home. With this, a second text message will be sent to say the parcel has arrived at the designated drop off point and location details will be shared. At this time, it is up to you, the consignee, to collect the parcel within 7 days. After 7 days, the parcel will be returned to Kadai Bowls whereby a maximum of 25% restocking fee may be charged and fees will apply for resending. We accept no responsibility for DPD courier services.

For all other courier services and providers, in the event that you are not available to take delivery, your item(s) may be left with a neighbour or on your property unless you have specifically told us you do not want your item(s) to be left in this way.

You agree that proof of delivery will constitute one of the following:

• A recipient signature if the item is delivered to your address
• A recipient signature if the item is delivered to a neighbouring address
• A photograph showing the item left on your property
• A drop card stating the item has been left with a neighbour or on your property

If you wish to dispute the delivery of your item(s), you must make your complaint by using the contact form or by post to the following address:

Customer Service Manager
Kadai Bowls
Eardiston House
Eardiston
West Felton
Oswestry
SY11 4HA

Please include the following with your complaint:

• Your name, telephone number, and email address
• The consignee name and delivery address is given when you placed the order
• Your order or invoice number (if known)
• A brief description of the reason for the disputed delivery
• A signed declaration from the person to whom the parcel was addressed stating that they have not received the item(s)

PALLETISED ITEMS INCLUDING LARGE, HEAVY OR FRAGILE ITEMS

Some of our products such as lamp posts, furniture and sundial columns may incur extra delivery costs due to the increased weight or size of the item. We will endeavour to contact you with regards to any extra charges you may incur. For Items that require to be delivered on a pallet, the courier company is obliged to deliver to the kerbside only, although at the discretion of the courier driver they may be able to manoeuvre it onto your property. Disposing of the pallet and any packaging is the customer's responsibility. 

Delivery of large and cumbersome items may occasionally be ‘vehicle side only’ and may require unloading directly by the customer.  In such cases where there is a failed delivery or where delivery is proven to be obstructed by the customer, the company reserves the right to cancel the order minus any costs incurred.

INTERNATIONAL DELIVERY

We do not currently offer an international delivery service, however, customers living overseas can arrange for their own courier collection or provide a UK based freight forwarder address.  We ask that customers send us details and confirmation of their courier booking for authorisation. For consignments travelling to overseas destinations, we recommend the goods are inspected and repacked in accordance with the local import legislation at destination before shipping on. Please note, you will need to cover any local charges that may be needed for local duties, customs or clearance charges. Once the parcel has been collected by the courier of your choice or delivered to the freight forwarder address, we, Kadai Bowls are no longer responsible for the parcel and cannot accept returns or refunds where the item is damaged by courier.