Covid-19 Update
We just want to let you know that we're here for you, taking care to get orders to you safely and to keep you up to date on the changes we've made during this time.
We are doing all we can to ensure that your orders get to you as fast as we can, but we know that you, our lovely customers, will understand if there is a bit of a delay whilst we adjust to new ways of working.
We are working closely with our delivery partners to ensure all deliveries arrive safely and on time. The wellbeing of our customers is a top priority and all necessary precautions are being taken to ensure the safety of both customers and couriers during this time.
For International Orders:
We have been analysing the delivery time it is taking since Covid-19 and have decided to release an express shipping method for all our international customers. This method will be a lot quicker than the standard method we currently use and will also be fully tracked along its journey.
If you do decide to choose standard international delivery please allow extra time for delivery due to couriers being understaffed, it is taking longer than usual for postal services to process international orders.
We would like to thank all our customers for your continued support, and that you stay and keep safe through this unprecedented time we are all in #WeAreTogether❤️
1. Introduction
The Order Protection Service is an optional add-on provided by Kionii to safeguard customer orders against loss or damage during transit. By selecting this service at checkout for £1.99 per order, customers agree to the terms outlined below.
2. What the Order Protection Covers
If the Order Protection Service is purchased, Kionii will:
• Replace the item(s) at no additional cost if lost in transit before delivery confirmation.
• Replace the item(s) at no additional cost if damaged during transit before delivery confirmation.
• Provide priority customer support for order-related issues.
3. What the Order Protection Does Not Cover
The Order Protection does not apply in the following situations:
• Orders marked as “Delivered” by the courier but claimed as undelivered.
• Incorrect or incomplete shipping details provided by the customer.
• Damage occurring after successful delivery.
• Items returned due to buyer’s remorse or change of mind.
4. Orders Without Order Protection
If a customer chooses not to purchase the Order Protection Service, Kionii will not be responsible for lost or damaged parcels once dispatched. In such cases, the customer must file a claim directly with the courier.
5. Claims Process
Customers who have purchased Order Protection and experience loss or damage must:
1. Contact Kionii within 7 days of the expected delivery date.
2. Provide relevant order details, including tracking information and proof of damage (if applicable).
3. Allow Kionii up to 5 business days to assess the claim and process a replacement.
6. General Terms
• Kionii reserves the right to deny a claim if fraudulent activity is suspected.
• The Order Protection Service fee (£1.99) is non-refundable once the order has been dispatched.
• This service applies to UK orders only, unless otherwise stated.
For any questions or support, please contact our customer service team at support@kionii.com