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Shipping policy

KRANÉSA SHIPPING POLICY

All KRANÉSA orders are fully insured during transit to ensure your luxury purchases are protected until delivery.

Last updated: March 2026

At KRANÉSA, we are committed to delivering a premium and reliable shopping experience.
To provide access to carefully sourced luxury products, certain items are fulfilled through selected international partner warehouses and specialist fulfilment partners.

Because of this fulfilment model, shipping origins, transit routes, and delivery procedures may vary depending on the product, warehouse location, destination, and courier availability.

By placing an order with KRANÉSA, you agree to the terms of this Shipping Policy.

1. ORDER PROCESSING

All orders placed with KRANÉSA are subject to:

  • payment authorisation
  • stock availability confirmation
  • address verification
  • fraud prevention or security checks where necessary
  • fulfilment partner confirmation

Orders are generally processed within 1–3 business days after successful payment and verification.

Important Notes

  • Orders are not considered ready for dispatch until payment has been fully authorised and accepted.
  • During peak periods, promotional periods, public holidays, supplier stock confirmation delays, or additional payment review, processing may take longer.
  • If payment irregularities or verification issues arise, dispatch may be delayed while the order is reviewed.

KRANÉSA reserves the right to delay, hold, or cancel any order where verification, stock, fulfilment, or operational concerns arise.

2. PRODUCT AVAILABILITY

All products listed on the KRANÉSA website are subject to availability.

Because some items are fulfilled through external partner inventories and international warehouse networks:

  • availability may change quickly
  • stock may become unavailable after an order is placed
  • adding an item to cart does not guarantee reservation
  • in rare cases, an item may become unavailable before dispatch is confirmed

If an item becomes unavailable after an order is placed, KRANÉSA may:

  • contact the customer to offer an alternative where appropriate
  • delay the order while stock is confirmed
  • cancel the order and issue a refund

KRANÉSA does not guarantee the availability of all listed products at all times.

3. SHIPPING ORIGIN & FULFILMENT MODEL

KRANÉSA operates using a curated international fulfilment model.

This means that:

  • some items may ship directly from partner warehouses outside the UK
  • shipping origin may vary depending on the product and supplier
  • multiple items in the same order may be fulfilled from different locations
  • multiple parcels may be created for a single order

For this reason, customers acknowledge that:

  • dispatch origin may differ between products
  • delivery timing may vary by parcel
  • customs, courier routing, and international handling may affect final delivery timing

4. SHIPPING METHODS & COURIER PARTNERS

KRANÉSA may ship orders using trusted courier and logistics providers, including but not limited to:

  • DHL
  • UPS
  • FedEx
  • other approved international or regional carriers where suitable

KRANÉSA reserves the right to choose the most appropriate courier or service level based on:

  • warehouse origin
  • destination
  • product category
  • delivery reliability
  • parcel size / value
  • customs route
  • insurance or operational considerations

5. ESTIMATED DELIVERY TIMES

Estimated delivery times begin after dispatch, not from the date the order is placed.

Typical estimated delivery timeframes are:

  • Within Europe: approximately 3–5 business days
  • United Kingdom / destinations outside Europe from certain partner warehouses: approximately 5–10 business days

Important

These are estimated delivery times only and are not guaranteed.

Actual delivery times may vary due to:

  • warehouse processing times
  • stock confirmation delays
  • customs processing
  • courier operational delays
  • remote area delivery
  • weather disruptions
  • public holidays
  • transport or route disruptions
  • local delivery conditions
  • security or fraud review
  • force majeure events

KRANÉSA is not responsible for delays caused by circumstances outside its reasonable control.

6. SHIPPING CHARGES

Shipping charges (where applicable) are calculated at checkout and may vary depending on:

  • product category
  • warehouse origin
  • number of items
  • parcel weight or dimensions
  • service level selected
  • destination country
  • courier availability

Where applicable, shipping charges will be shown before the customer completes payment.

7. COMPLIMENTARY / FREE SHIPPING

Where KRANÉSA offers complimentary or promotional shipping, KRANÉSA reserves the right to determine the most appropriate shipping method and courier.

7.1 Current Shipping Offer

KRANÉSA currently offers:

  • Complimentary Standard Shipping on qualifying orders above £300
  • Complimentary Express Shipping on qualifying orders above £500

Where an order qualifies for complimentary shipping, KRANÉSA reserves the right to select the most suitable service level and fulfilment route.

7.2 Free Shipping Returns

If an order that received free or complimentary shipping is later returned for a non-faulty reason, KRANÉSA reserves the right to deduct the actual outbound shipping cost incurred from the refund where legally permitted and applicable.

8. SPLIT SHIPMENTS / MULTIPLE PARCELS

Because items may be sourced from different partner warehouses, a single order may be shipped in:

  • multiple parcels
  • separate dispatches
  • different timeframes
  • different courier routes

If this happens:

  • customers may receive multiple tracking numbers
  • parcels may arrive on different dates
  • no additional shipping will be charged unless clearly stated at checkout

9. ORDER CONFIRMATION & TRACKING

After an order is placed, the customer will generally receive:

9.1 Order Confirmation

An email confirming that the order has been received.

9.2 Dispatch / Shipment Confirmation

A further email once the order has been accepted for fulfilment and/or dispatched, where available.

9.3 Tracking

Tracking details will be provided once available.

Please note:

  • tracking updates may take time to activate after dispatch
  • some routes may have limited early-stage scan visibility
  • split shipments may result in more than one tracking number

Customers are responsible for monitoring the tracking information provided.

10. DELIVERY RESPONSIBILITY OF THE CUSTOMER

Customers are responsible for ensuring that:

  • the delivery name is correct
  • the shipping address is complete and accurate
  • postcode and contact details are correct
  • any apartment / building / unit details are correctly provided
  • the recipient is available where signature or receipt is required
  • any courier contact or customs request is responded to promptly
  • any delivery instructions provided are accurate and lawful

KRANÉSA is not responsible for delivery issues caused by:

  • incorrect or incomplete address details
  • wrong recipient details
  • missed delivery attempts caused by customer unavailability
  • failure to respond to courier communications
  • failure to complete customs or delivery requirements
  • failure to collect a parcel where collection is required

11. CUSTOMS, IMPORT HANDLING & INTERNATIONAL SHIPPING

As some KRANÉSA orders are fulfilled through international partner warehouses, certain shipments may involve:

  • customs processing
  • import duties
  • import VAT or local taxes
  • customs clearance procedures
  • courier brokerage or advancement fees
  • additional delivery verification or documentation

These matters are further explained in our KRANÉSA Duties, Taxes & Charges Policy.

Customers are strongly encouraged to review that policy before placing an order.

12. FAILED DELIVERY / UNDELIVERABLE / RETURNED PARCELS

If a parcel is:

  • refused by the customer
  • left unclaimed
  • returned due to incorrect or incomplete address information
  • returned because the customer failed to cooperate with the courier
  • returned because the customer failed to complete customs-related requirements
  • returned due to non-payment of charges where applicable
  • or otherwise returned for customer-related reasons

the customer remains responsible for all resulting charges, including where applicable:

  • original outbound shipping charges
  • return shipping charges
  • customs duties
  • import taxes
  • customs clearance fees
  • courier handling or brokerage charges
  • advancement / disbursement fees
  • storage fees (if applicable)
  • administrative charges
  • other non-recoverable logistics costs

These charges may be deducted from any refund where applicable and legally permitted.

Additional Handling / Recovery Charge

Where a refused or unclaimed parcel causes extra supplier or courier charges, KRANÉSA reserves the right to apply a reasonable additional handling or recovery charge consistent with the actual costs incurred.

13. LOST PARCELS

All parcels are generally protected against loss only, subject to courier confirmation and claim acceptance.

If a parcel is officially confirmed as lost by the courier or logistics provider, KRANÉSA may, at its discretion:

  • reship the order
  • issue a refund
  • or provide another suitable resolution

Important

Loss protection does not automatically cover:

  • transit delays
  • customs delays
  • damage not reported in time
  • failed delivery caused by customer inaction
  • force majeure events
  • porch theft or post-delivery incidents where courier records show delivery completed (unless otherwise confirmed)

14. DAMAGED PARCELS / DELIVERY ISSUES

If a parcel arrives visibly damaged, incomplete, or appears to contain the wrong item, the customer must contact KRANÉSA within 48 hours of delivery.

Please provide:

  • order number
  • clear photos of the parcel exterior
  • clear photos of the packaging
  • clear photos of the item(s)
  • a short description of the issue

Failure to report promptly may affect KRANÉSA’s ability to raise a claim with the courier or fulfilment partner.

15. MISSING / NON-DELIVERED PARCEL CLAIMS

If a customer believes that a parcel has not been received, KRANÉSA must be notified within 10 calendar days from the shipment date.

Claims made after this period may not be accepted by the courier or fulfilment partner.

KRANÉSA reserves the right to rely on:

  • courier tracking records
  • proof of delivery
  • signature records
  • geolocation delivery data (where available)
  • courier investigation outcomes

when assessing delivery disputes.

16. DELIVERY DELAYS & FORCE MAJEURE

KRANÉSA is not liable for delays, interruptions, or inability to deliver caused by circumstances beyond its reasonable control, including but not limited to:

  • customs delays
  • natural disasters
  • severe weather
  • strikes
  • transport disruptions
  • war or armed conflict
  • terrorism or security incidents
  • pandemics
  • government restrictions
  • route suspensions
  • warehouse closures
  • courier operational failures
  • force majeure events

In such situations, KRANÉSA reserves the right to:

  • delay dispatch
  • suspend shipments
  • split shipments
  • change courier routes
  • cancel orders where fulfilment is no longer possible or lawful

17. ORDER RESTRICTIONS DUE TO OUTSTANDING CHARGES

KRANÉSA reserves the right to restrict, delay, refuse, or cancel future orders where previous orders resulted in unpaid or unresolved charges, including but not limited to:

  • unpaid customs duties
  • unpaid import taxes
  • unpaid return shipping charges
  • unpaid courier or brokerage fees
  • unclaimed parcel charges
  • refused shipment costs
  • return-related charges billed to KRANÉSA by couriers or fulfilment partners
  • repeated abusive delivery or return behaviour

Any such charges may need to be settled before new orders are accepted.

18. STATUTORY RIGHTS

Nothing in this Shipping Policy affects your statutory rights under applicable consumer law.

Where mandatory legal rights apply and cannot be excluded, those rights remain fully effective.

19. CONTACT DETAILS

For shipping, delivery, tracking, or non-delivery support, please contact:

KRANÉSA Customer Support
Email: support@kranesa.com
Website: www.kranesa.com