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DELIVERY & RETURNS

SHIPPING POLICY

Welcome to our Shipping Policy section! Here at KeiRai Skincare, we are committed to delivering your natural handmade soap and skincare products in a timely manner. We offer various shipping methods to suit your needs, and all our packages are carefully prepared to ensure safe delivery.
 
In this section, you can find out more about our delivery options and costs. We prioritize transparency and want our customers to feel confident in their purchases, knowing that they will receive their items promptly and securely.

1. Delivery Options & Costs

​We offer the following shipping options - you will be asked to select a shipping method at checkout.

 

  • Standard delivery from £3.99 - £6.00

  • Tracked delivery from £6.00 - £8.99

  • Free UK delivery on orders over £75

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2. Order Processing Time

All orders placed will be packed and dispatched within 1-3 business days - including the weekends. Orders placed on Sundays or on a public holiday will be sent on Monday or on the next business day.​​

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3. Delivery Address & P.O. Boxes

Please note that we are unable to modify the delivery address once you have placed your order. With regret, we also do not ship to P.O. boxes.​​​​​

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4. International Orders

Your package may be subject to import duties and taxes. You, as the customer, are responsible for paying those fees. We recommend that you check with your local customs office before placing an order on our website as these fees can sometimes be significant and we are unable to calculate these for you.

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5. Tracking Your Order

Once your order has been dispatched, we will send you a confirmation email with tracking information. You will be able to track your package directly on the carrier’s website.

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7. Returns, Refunds, and Exchanges

We want you to be completely happy with your purchase, please read our return & refund policy for detailed information about our processes.

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RETURN & EXCHANGE POLICY

Our Return & Exchange Policy is designed to give you peace of mind when shopping with us at keirai.com. If for any reason you are not completely satisfied with your purchase of our unique skincare products or relaxation items, you can easily initiate a return or exchange. For any questions you may have, please contact our customer service team on keiraiskincareinfo@gmail.com.
 
We believe in the quality of our natural products, and we want to ensure that you are happy with your purchase. This section outlines the simple steps to follow if you wish to return an item or exchange it for something else. Your satisfaction is our priority!

1. Your Legal Rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 - goods must be of satisfactory quality, fit for purpose and as described.

 

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2. Cooling‑Off Period for Online Orders

  • If you’ve bought from us online (or in person), you have 14 days from the day after you receive the goods to change your mind.

  • To cancel your order, please contact us using the details below and return the item(s) to us within 14 days of telling us you’re cancelling.

  • We’ll refund the price you paid for the items plus our standard delivery charge. We do not refund enhanced delivery (e.g., next‑day) if chosen.

  • Unless the items are faulty, you’ll need to pay the cost of return postage. We recommend using a tracked service.

  • We may reduce your refund if the item has been handled beyond what’s necessary to check it, and it is no longer in a resalable condition.

 

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3. Faulty Or Not as Described

  • If an item is faulty, damaged, or not as described, please contact us as soon as possible. You have a legal right to a repair or replacement where applicable. In many cases, you may be entitled to a refund.

  • We’ll cover reasonable return postage for faulty items. However, please contact us before returning the item(s) to arrange return or reimbursement.

 

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4. Exclusions

The following items can’t be returned unless faulty:

  • Personalised or custom‑made items

  • Products specified for the lips

  • Sealed items not suitable for return due to health or hygiene reasons, if unsealed after delivery

 

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5. How To Return

  • Email us or call with your order number and the reason for return.

  • Package the item securely, including your order number or a copy of the receipt.

  • Send to: 13 Freeland Park, Wareham Road, Dorset, BH16 6FA. We recommend using a tracked delivery service. Duly note you are responsible for the goods until they reach us.

 

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6. Processing Your Refund

  • We aim to process refunds within 14 days of receiving the returned items (or proof you sent them back).

  • Refunds are made to your original payment method. Depending on your card issuer or bank, it can take a few days for the funds to appear.

 

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7. Contact

Questions about returns or refunds? Email us at keiraiskincareinfo@gmail.com. Our postal address is 13 Freeland Park, Wareham Road, Dorset, BH16 6FA.

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