Delivery and Returns

Delivery

UK Standard Delivery: £4.98 (Free for orders over £60)

UK Express Delivery: £9.00

We use Royal Mail Tracked 24 for Express Delivery and Tracked 48 for Standard Delivery within the UK. If you would like to use a different service (for example Royal Mail Special Delivery, or a courier service) please get in touch with us before placing your order.

We endeavour to dispatch all orders within two working days (Monday to Friday, excluding bank holidays).  However, dispatch times may vary according to product availability. Delivery within the UK is normally dispatched on the next working day, but please allow up to 3 working days for delivery. Deliveries should arrive 2-3 working days after posting.

Whilst we will endeavour to meet any stated dispatch and delivery dates / times, we cannot guarantee these and we will not be liable for any direct or indirect loss or damage suffered by you as a result of any delay or failure to deliver which is due wholly or partly to circumstances beyond our reasonable control.

 

EU Standard Delivery: £15.00

Parcels will be sent via Royal Mail with their international tracked service. We will give you a tracking number and notify you after the goods have been dispatched.

If you would like to use a different service please get in touch with us before placing your order, and we can provide a shipping estimate.

Some of items are currently unable to sell outside of the UK. Please contact us at hello@keikouchida.com if you're keen to purchase these items.

Duty / TAX for EU countries

We are registered for the Import One Stop Shop (IOSS) so any orders of €150 (around £130, excluding the delivery fee ) or less will not incur any additional charges when your order arrives at your country. The amount you see at checkout will be the amount that already includes the VAT of the your EU country of purchase. Please be aware that there may be additional fees or taxes to pay upon the arrival if the order value is exceeding the amount above. This is the responsibility of the buyer.

 

Out of Stock Items

On occasion some items may become out of stock. If you order an item which is out of stock we will let you know when we expect it to be available and you will have the option to either cancel your order or to receive email updates on the next delivery of that product.

 

Returns

We hope you will be happy with your Keiko Uchida products but if not you have the right to cancel your order and receive a full refund at any time before your order is dispatched and for a period of five working days starting from the day after you receive the products. For these purposes working days means that Saturdays, Sundays and public holidays are not included in this period.

If you would like to cancel your order within the terms set out above, please contact our customer services team email hello@keikouchida.com.

If your order has already been delivered or dispatched at the time of cancellation, please return the products to us at the following address within 5 days of cancellation. You will be responsible for the cost of returning the cancelled products to us. Once we receive the return, we will make sure that it is the same condition as it has been sent in. Depending on the conditions, we reserve a right to reduce or reject the refund.

Please be aware that if your order has been applied a free delivery, we will deduct the postage fee from the amount.

 

Returns and Exchanges

If you are unhappy with your purchase you may return it for an exchange or refund within 5 days of receiving it.  If you wish to return your item(s) within this period, please let us know by an email, and simply post the item(s) back to us at the address listed below.

Please note that if you cancel your order or return your items for a refund after the 5 working day, you will only receive a refund of the purchase price paid for the items and the delivery charges will not be refunded other than where you are returning incorrect, wrongly described or faulty items.

Please fill out the returns form included with your order when returning items.  Please reconfirm the delivery address for exchange items.  Returns or exchanges should be sent to:

Keiko Uchida

Studio 5.12, Grand Union Studios

332 Ladbroke Grove

London, W10 5AD

You will be responsible for the cost of the postage for returned items other than for incorrect, wrongly described or faulty items. Sadly, we cannot be responsible for parcels that fail to reach us, so please make sure you obtain proof of posting and a tracking number.

Products we’re unable to cancel, refund or exchange

Unless faulty or not as described, we cannot refund or offer an exchange on personalised or made-to-measure products and we are unable to accept order cancellations for these products. This does not affect your statutory rights.

Condition of returns

It is important that returned items are in the best possible condition, so please take reasonable care of them and keep all packaging. We are unable to accept returns of opened tea products.

 

Privacy Policy

YOUR PRIVACY IS IMPORTANT TO US

Keiko Uchida is a brand of Nishura Limited, managed by Nishura Ltd.

Nishura Ltd.’s registered office is 9 Chesterton Road, London, W10 5LY. Our company’s registration number is 8236002, our VAT number is GB143295122 and we are registered in England. 

It is Nishura Limited’s policy to respect your privacy regarding any information we may collect while operating our website. Accordingly, we have developed this privacy policy in order for you to understand how we collect, use, communicate, disclose and otherwise make use of personal information. We have outlined our privacy policy below.

·     We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.

·     For your online order, we collect your name, address, and other contact information to fulfil your order in the most efficient way.

·     Your name, address and contact information will be communicated to our carefully selected carriers in order to deliver your order to you.

·     We do not store card details on our server. Credit and debit card payments are processed by SagePay on their secure payments server. For more information visit: https://www.sagepay.co.uk/

·     We do not use your information for marketing purposes unless you actively sign up to marketing by checking the relevant box at checkout, or you sign up in a clearly marked form.

·     We will collect and use personal information solely for fulfilling those purposes specified by us and for other ancillary purposes, unless we obtain the consent of the individual concerned or as required by law.

·     Personal data we collect is relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, we make all efforts to ensure the data is accurate, complete, and up-to-date. If this is not the case, please email hello@keikouchida.com and we will update your information.

·     We will protect personal information by using reasonable security safeguards against loss or theft, as well as unauthorised access, disclosure, copying, use or modification.

·     We will make readily available to customers information about our policies and practices relating to the management of personal information.

·     We will only retain personal information for as long as necessary for the fulfilment of those purposes unless required by law.

·     We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained. Nishura Limited may change this privacy policy from time to time at Nishura Limited’s sole discretion.

·     From 25th May 2018, the law will be changing on how we handle personal data. Nishura is committed to making sure your data is kept safe and in accordance with GDPR.

If you have any comments or concerns, please contact our Data Protection Officer at info@keikouchida.com.

COOKIE POLICY

We use cookies on our site to ensure you have the best experience. The cookies we store are used for adding items to your cart and login functionality. Without these our shop would not function.

We also use cookies for tracking and analytics purposes for us to monitor and improve our website. We use Google Analytics on this website. The information generated relating to our website is used to create reports about the use of the website. Google will store this information.

Google’s privacy policy is available at: http://www.google.com/privacypolicy.html.

We will never share your information with third party companies outside of Nishura Limited except solely for the purposes of fulfilling your order