Delivery and Returns

Delivery Information

UK Delivery

• Standard Delivery – £4.95
  Royal Mail Tracked 48. Orders are typically dispatched within 3 working days (Monday–Friday, excluding bank holidays). Delivery usually takes 2–3 working days after dispatch.

• Express Delivery – £9.50
  Royal Mail Tracked 24. Orders placed by 2pm (Monday–Friday) will be dispatched the same day, otherwise within 1–2 working days.

• Free Standard Delivery
  Available on all UK orders over £60 (conditions apply). Orders are usually dispatched within 1–3 working days via Royal Mail Tracked 48.

  Please note: Free delivery is only applicable at the time of purchase and cannot be applied retroactively.

Note: While we do our best to meet dispatch and delivery timeframes, they are not guaranteed. We are not liable for delays caused by factors beyond our reasonable control.  In the event that an order is returned to us due to an address error provided by the customer, we reserve the right to charge an additional postage fee to attempt redelivery.

 

Store Pick-up

• You may collect your order from our store.

• Orders are typically ready within 1–2 working days.

• You’ll receive a notification once your order is ready for collection.

• We will hold your order for a maximum of 4 weeks.

EU Delivery

• Standard Delivery – £15.00
  Shipped via Royal Mail International Tracked. Tracking details will be provided upon dispatch.

• Courier Delivery with Insurance
  If preferred, we can provide a custom courier quote (e.g., DHL, FedEx, UPS) including insurance.
  You’ll receive a quote within 2 working days after placing your order. Your order will be held until confirmation and a separate payment link is completed.

If an order is returned to us due to an incorrect or incomplete address provided at checkout, we may charge an additional postage fee to resend the parcel.

Import Duty / VAT

• We are registered with the Import One Stop Shop (IOSS).
  For orders under €150 (approx. £130, excluding shipping), VAT is included at checkout—no additional charges should apply upon delivery.

• For orders over €150, you may be subject to additional customs duties or taxes upon arrival. These charges are the responsibility of the customer.

 

Some items may not be available for international delivery. Please contact hello@keikouchida.com for specific enquiries.

 

International Delivery

(USA, Canada, Australia, New Zealand, UAE)

• Royal Mail International Tracked – £16.00
  Dispatched within 3 working days. Delivery typically takes 5–12 working days, depending on destination and customs processing. You’ll receive tracking details after dispatch.

• Courier Delivery (DHL, FedEx, UPS) – £40.00

• Courier Delivery with Insurance – Custom Quote
  We will provide a quote within 2 working days of your order. Your order will be held until confirmation is received, and a separate payment link will be sent.

Customs & Import Charges

Please note:

• Delivery times may vary due to customs procedures in the destination country.

• Your order may be subject to import duties or taxes upon arrival. These are outside our control, not included at checkout, and are the responsibility of the customer.

• In the event that an order is returned to us due to an address error provided by the customer, we reserve the right to charge an additional postage fee to attempt redelivery.

 

 

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 14 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 14 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 fill out the returns form included with your order number 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 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 Studio 5.12, Grand union studios, 332 Ladbroke grove, London, W10 5AD. 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