Shipping policy
Shipping Policy
Last updated: 22 July 2026
Shipping and delivery
We deliver Kes-Vir products to customers in the UK, the USA and selected international destinations.
The delivery options, available couriers and final shipping cost for your address will be shown at checkout before you place your order.
Some orders may be dispatched from our UK warehouse and others from our US warehouse. The dispatch location depends on the products ordered, stock availability and the delivery destination. An order containing more than one item may occasionally arrive in separate parcels.
Processing and dispatch
We aim to dispatch orders placed before 12 noon on the same working day, subject to:
- Stock availability
- Successful payment and security checks
- A complete and accurate delivery address
- Courier collection times
- Weekends and public holidays
- Circumstances outside our reasonable control
Orders placed after 12 noon, at weekends or on a public holiday will normally be processed on the next working day.
Dispatch and delivery times are estimates, not guaranteed delivery dates, unless a delivery service is expressly described as guaranteed at checkout.
You will normally receive a dispatch confirmation containing tracking information when your order leaves the warehouse.
UK delivery
UK orders are normally sent using Royal Mail Tracked 24.
The current standard UK delivery charge is £5.82.
UK orders over £300, including VAT, qualify for free standard delivery.
Please allow approximately two to five working days for delivery after dispatch. Royal Mail Tracked 24 is not a guaranteed next-day delivery service.
Any alternative or faster delivery services available for your address will be displayed at checkout.
USA delivery
Orders dispatched within the USA are normally sent using a tracked service, such as USPS.
The available delivery options, charges and estimated times will be displayed at checkout. The service used may vary depending on the parcel, destination and fulfilment warehouse.
Orders delivered within the USA from a US warehouse would not normally cross an international customs border. However, an order dispatched to the USA from another country may be subject to US customs requirements, duties, taxes or carrier fees.
European Union delivery
Orders to European Union countries are sent using a tracked postal or courier service.
The shipping charge and estimated delivery time will be displayed at checkout. Customs processing can affect delivery times.
VAT, import duty or other charges will only be treated as prepaid where checkout expressly confirms that the relevant charge has been collected. Unless checkout clearly states otherwise, the customer is responsible for any import VAT, customs duty, clearance charge or courier handling fee requested by the destination country or delivery company.
Kes-Vir does not pay or reimburse charges that were not expressly collected from the customer at checkout.
Canada and other international destinations
International orders may be sent from our UK or US warehouse using Royal Mail, FedEx, DHL or another tracked postal or courier service.
The available service, shipping charge and estimated delivery time will be displayed at checkout. Delivery times may be affected by customs processing, local postal services and other circumstances outside our control.
Unless checkout expressly confirms that duties and import taxes have been collected, international orders are sent on a Delivered at Place (DAP) basis. This means the customer is responsible for paying charges imposed when the parcel enters the destination country.
These charges may include:
- Import duties
- Import VAT, GST or other local taxes
- Customs-clearance charges
- Courier brokerage or disbursement fees
- Local handling or administration fees
These charges are set and collected by the destination country, customs authority or delivery company. They are not included in Kes-Vir’s product or delivery price unless checkout expressly says otherwise.
Kes-Vir does not pay, refund or reimburse these charges.
We recommend checking the destination country’s import rules and potential costs before placing an order. Kes-Vir cannot provide a guaranteed estimate because charges depend on matters including the destination, declared value, product classification, country of origin and courier.
Customs information
Customers must provide any information reasonably required for customs clearance. Delays caused by customs checks or requests for information are outside Kes-Vir’s direct control.
We are required to provide accurate information on customs documentation. We cannot reduce the declared value, describe a purchase as a gift or provide inaccurate product information to avoid duties or taxes.
Refusing an import charge
If a customer refuses to pay an applicable import charge, the parcel may be delayed, destroyed, abandoned or returned to the warehouse.
A refund cannot be issued until the parcel has been returned and received. Where permitted by applicable consumer law, actual return-to-sender costs or other charges incurred because an international parcel was refused may be deducted from the refund.
This does not affect the customer’s statutory rights where products are faulty, not as described or where Kes-Vir has breached the contract.
Delivery addresses
Customers are responsible for checking that the delivery name, address, postcode or ZIP code and contact details are complete and correct before placing an order.
Please contact us as soon as possible if an address needs to be corrected. We cannot guarantee that an address can be changed after an order has been submitted or dispatched.
If a parcel is returned because the address supplied was incomplete or incorrect, we will contact the customer about redelivery or a refund. Additional delivery or return costs may apply where permitted by law.
Tracking and delivery updates
Tracking information is supplied by the relevant postal service or courier. Tracking events and estimated delivery dates are controlled by that delivery company.
A tracking status showing that a parcel has been dispatched does not guarantee that it will arrive on a particular date.
Delayed deliveries
Please allow the estimated delivery period shown at checkout before contacting us about a delayed parcel.
UK consumer orders will be delivered within 30 days unless a different period has been agreed with the customer. If we become aware that we cannot meet an agreed delivery date, we will contact the customer.
Nothing in this policy limits the customer’s statutory rights when an order is not delivered within the agreed period or within the period required by applicable law.
Lost parcels
If tracking has not updated or a parcel appears to be lost, please contact us at enquiries@kesvir.co.uk.
We may need to investigate the delivery with the courier before arranging an appropriate remedy. Kes-Vir remains responsible for the parcel until it is delivered to the customer, or to another person identified by the customer to receive it, unless the customer independently arranged their own carrier.
Damaged or incorrect deliveries
If a parcel arrives damaged, or contains an incorrect item, please contact us promptly at enquiries@kesvir.co.uk with:
- Your order number
- A description of the problem
- Photographs of the parcel and product, where possible
- A photograph of the delivery label
Please keep the product and packaging while we investigate.
This does not affect your statutory rights, including your rights where goods are faulty, damaged or not as described.
Returns, cancellations and EU right of withdrawal
Returns, exchanges and cancellations are covered by our separate Refund and Returns Policy.
If an EU customer exercises their legal right of withdrawal from the whole order, we will refund the cost of our least expensive standard outbound delivery option available for that order.
If the customer selected a premium, express or upgraded delivery option, we will not refund the additional amount paid above the cost of our least expensive standard delivery option.
Please see our Refund and Returns Policy for full information about the right of withdrawal, including the notification and return periods, return costs and any applicable exceptions.
Nothing in this Shipping Policy excludes or restricts any rights provided by applicable consumer law.
Contact us
If you need help with a delivery, contact:
Email: enquiries@kesvir.co.uk
Telephone: +44 (0)118 956 0295
Address: Incy Wincy Ltd, 10 Metro Centre, Toutley Road, Wokingham, RG41 1QW, England, UK
Please include your order number when contacting us.
