FAQs
Frequently Asked Questions
Find answers to the most common questions about shopping with Kaurei, including orders, delivery, returns, payments and customer support.
How Can We Help?
We've answered some of the questions our customers ask most often. If you can't find what you're looking for, our support team is always happy to help.
What is Kaurei?
Kaurei is an online retail store offering carefully selected products across multiple categories including Electronics & Accessories, Home & Living, Pet Supplies, Outdoor & Camping and Tools & DIY.
Where do you ship?
We currently deliver across the United Kingdom and selected international destinations. Delivery availability may vary depending on the product and supplier.
How long does delivery take?
Delivery times depend on the supplier, courier and destination. Estimated delivery times are shown where available, although delays outside our control may occasionally occur.
Why did my order arrive in separate packages?
Some products are fulfilled by different supplier partners. If your order contains multiple items, they may be dispatched separately and arrive on different dates.
How can I track my order?
Once your order has been dispatched, we'll send tracking information whenever it is available. If you haven't received tracking details, please contact our support team.
Can I cancel my order?
If your order has not entered the fulfilment process, cancellation may be possible. Please contact us as soon as possible after placing your order.
What is your returns policy?
Eligible products may be returned in accordance with our Returns & Refunds Policy. Please contact us before sending any item back so we can provide the correct return instructions.
When will I receive my refund?
Refunds are issued using the original payment method once returned goods have been received and inspected. Processing times may vary depending on your payment provider.
What should I do if my item arrives damaged or incorrect?
Contact us as soon as possible with your order number, a description of the issue and photographs where possible. We'll work with you to provide an appropriate solution.
Can I exchange an item?
Where replacement stock is available, we may offer an exchange. If an exchange isn't possible, an eligible refund may be provided.
What payment methods do you accept?
We accept secure payments through PayPal and any other payment methods displayed during checkout.
Is shopping on Kaurei secure?
Yes. We use secure payment processing together with industry-standard security measures to help protect your personal information.
Do I need an account to place an order?
No. Guest checkout may be available where applicable, although creating an account makes it easier to manage your orders and future purchases.
Will I have to pay customs or import charges?
International orders may be subject to customs duties, taxes or import charges depending on your country's regulations.
How can I contact Kaurei?
If you need any assistance before or after placing an order, our support team is always happy to help.
support@kaurei.co