Shipping/Returns

SHIPPING

For all orders, please allow up to two business days for processing.

We currently use multiple courier partners, dependent on the shipping country and service selected at checkout. You can find our optional services below:

Standard shipping:

delivered in 2 - 6 working days (excluding public holidays).

Express shipping:

delivered in 2 - 3 working days (excluding public holidays).

Special delivery next day guaranteed by 1pm:

place order before 11am Monday to Thursday for next day delivery (orders placed after 11am on Thursday will be despatched the following working day excluding public holidays).

Once your order has been accepted and transferred to a carrier, you will receive an email with your tracking number which can be used to track your order directly online. The carrier will require a signature upon delivery. Please note that tracking information can take up to one business day to update after your order has been shipped.

International

International shipping:

delivered in 2 - 4 working days (excluding public holidays).

Please note in some circumstances, such as custom delays or external factors beyond our control, delivery times may extend up to 10 business days.

Once your order has been accepted and transferred to a carrier, you will receive an email with your tracking number which can be used to track your order directly online. Please note that tracking information can take up to one business day to update after your order has been shipped.

We are working on extending our shipping destinations. To view a list of our current international shipping destinations, click here.

Please note: At this time, we are unable to deliver to Army Post Office (APO), Fleet Post Office (FPO), or Diplomatic Post Office (DPO) addresses.

Duties and Taxes - international shipments may be subject to import taxes, duties and customs fees, which are levied once the package reaches the country of destination. If such cases apply, the recipient is responsible for all related fees/costs.

RETURNS

UK Orders

You may return your order within 14 days of receiving it.

To arrange a return, contact our customer care team at customercare@kaecen.com stating your reason(s) for return. Items must be unopened, unused, undamaged, in their original packaging and in the same condition in which they were received. Please note return shipping costs on returned items are the responsibility of the customer.

*Not all items are returnable or refundable - please refer to the returns section on each product page for specific details.*

Once we have received your returned order, it will be subject to inspection. If your return does not meet the required conditions, it will be rejected and no refund will be issued. We will notify you of this outcome. If accepted, you will be notified and your return/refund will be processed. Refunds can take up to 10 business days from the date of acceptance and will be returned to the same payment method that was used for the purchase transaction. We will send a confirmation email once your refund has been processed. Refunds cover the cost of the goods and our standard delivery option; premium delivery charges (such as express shipping) are non-refundable.

Exchanges: To make an exchange, you will need to return the item(s) and once the return has been accepted, make a separate purchase for the new item.

International Orders

International shipments may be subject to import duties, taxes, and customs fees levied by the destination country. These charges are not included in the purchase price or shipping costs shown at checkout and are the sole responsibility of the recipient.

If delivery is refused due to unpaid customs charges, the package may be returned to us. In such cases:

The original shipping cost and any return shipping charges will be deducted from the refund.
If the product is not returned to us in its original, resaleable condition, or if the carrier does not return the package, no refund will be issued.

We are not responsible for delays caused by customs clearance processes.

Due to international shipping restrictions on perfumes and other hazardous goods, we are unable to accept returns or exchanges on fragrance orders placed outside the UK. All international fragrance sales are therefore considered final.

Non-restricted items (such as tote bags or accessories) may be eligible for return, provided they meet the conditions set out in this policy. Please note that return shipping charges for international orders are the responsibility of the customer, and original shipping fees, customs duties, and import taxes are strictly non-refundable.

Non-Returnable Items: For hygiene and safety reasons, certain items may be non-returnable. Where this applies, it will be noted on the product page.