Delivery & Returns

We ship from two distribution centres, one in the United Kingdom and one in Japan. The Japanese distribution centre handles Japanese domestic orders only. The United Kingdom handles orders to the rest of the world (excluding Japan).

FREE WORLDWIDE STANDARD DELIVERY ON ORDERS OVER £300 (excluding Japan)

Free Standard Delivery is valid on orders over £300 to all delivery destinations excluding Japan.
Orders to all international destinations (outside of the EU) will be sent DDU (Delivery Duty Unpaid).

FREE JAPANESE DOMESTIC STANDARD DELIVERY ON ORDERS OVER JPY 21,600+tax

For orders placed within Japan, domestic standard delivery is free on orders over JPY 21,600+tax to all destinations within Japan.

United Kingdom (Domestic)

UK Mail Next working day - £7.50 (order before 11am) Free on orders over £300

UK Next Day delivery service applies to orders placed before 11am Monday – Friday and will be delivered the next business day. Orders placed after 11am on Monday – Friday will be dispatched the following day and delivered the day after. We do not deliver as standard on Bank Holidays or weekends; your order will be delivered the next business day. Delivery times cannot be guaranteed but your order will be delivered between 9am -6pm. A signature is required on delivery. If no one is available to accept and sign for the parcel at the delivery address the courier will leave a card to advise of an attempted delivery.

Once an order is placed you will receive an email confirming the details of the order and order number.  When the order is a dispatched a second email will be sent informing you of the tracking number and a link to track the delivery.

UK Mail Pre Noon, next working day - £15.00 (order before 11am)

This service applies to orders placed before 11am Monday – Friday and will be delivered by 12 noon the following day. Orders placed after 1am will be processed and delivered for pre noon delivery the following day. We do not offer a standard pre noon next day delivery service on weekends or Bank Holidays. Exact delivery times cannot be guaranteed but orders will be delivered before 12 noon. A signature is required on delivery. If no one is available to accept and sign for the parcel at the delivery address the courier will leave a card to advise of an attempted delivery.

Once an order is placed you will receive an email confirming the details of the order and order number.  When the order is a dispatched a second email will be sent informing you of the tracking number and a link to track the delivery.

UK Mail Saturday Pre Noon - £22.00 (order before 11am)

This service applies to orders placed before 11am Monday – Friday and will be delivered by 12 noon on the chosen Saturday. We do not offer a pre noon delivery service on Bank Holidays. Exact delivery times cannot be guaranteed but orders will be delivered before 12 noon. A signature is required on delivery. If no one is available to accept and sign for the parcel at the delivery address the courier will leave a card to advise of an attempted delivery.

Once an order is placed you will receive an email confirming the details of the order and order number.  When the order is a dispatched a second email will be sent informing you of the tracking number and a link to track the delivery.

Europe (Shipped from United Kingdom) 

DHL Standard Delivery (3-5 business days) - £25 / FREE on orders over £300

The selling price paid will be inclusive of UK VAT (value added tax).

Once an order is placed you will receive an email confirming the details of the order and order number.  When the order is a dispatched a second email will be sent informing you of the tracking number and a link to track the delivery.

DHL Express Delivery (1-2 business days) - £30 / FREE on orders over £300

The selling price paid will be inclusive of UK VAT (value added tax).

Once an order is placed you will receive an email confirming the details of the order and order number.  When the order is a dispatched a second email will be sent informing you of the tracking number and a link to track the delivery.

International – excluding Japan (Shipped from United Kingdom)

DHL Standard Delivery (3-8 business days) - £75.00 / FREE on orders over £300

International Delivery will be sent DDU (Delivery Duty Unpaid). UK VAT (value added tax) will be deducted from the displayed price. All local relevant import taxes and duties will be the responsibility of the customer. The shipper will contact you to arrange payment of local duties and taxes before the goods are released.

You will need to pay the additional local taxes at the time of delivery of your order. Please be advised that tax and duties may not be refundable to NON-EU customers wishing to return items.

Once an order is placed you will receive an email confirming the details of the order and order number.  When the order is a dispatched a second email will be sent informing you of the tracking number and a link to track the delivery.

Japan (Domestic)

YAMATO UNYU Standard delivery (2-7 working days) FREE on all orders over JPY 21,600+tax

For orders not meeting the minimum spend for free delivery there will be a charge of JPY500. Note delivery times may vary depending on the location and may be affected by poor weather conditions or disasters.

Customers can select a specific delivery date 3 days after the order date. Customers can also select a time period they would like their parcel delivered. If you would like the items as soon as possible, please leave it blank.

*blank / ~noon / 14pm~16pm / 16pm~18pm / 18pm~20pm / 19pm~21pm

You will able to track your goods via YAMATO TRANSPORT site with the tracking number sent with your order dispatch email.

http://toi.kuronekoyamato.co.jp/cgi-bin/tneko

If a delivery is unsuccessful, the courier will contact you to rearrange delivery. If the courier is unable to deliver the package within a week it will be returned to us.

 

Returns

For goods bought via our website in Japan (shipped from our Japanese distribution centre) see Returns Policy 2. For goods bought via our website from the rest of the world (shipped from our United Kingdom distribution centre) see Returns Policy 1.

Returns Policy 1 (All countries excluding Japan)

Changed your mind, doesn’t fit, no problem! If for any reason you do need to return something to us, please complete our returns form located within your order package and follow the steps set out under ‘Returns’.  Goods must be returned within 14 days of purchase.

Send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible. Items should be returned in their original packaging with all the original labels attached.

The goods should be returned using a secure courier company of your choice using a tracked service.  We will not take responsibility for the goods during the return transit. The costs of returns are non-refundable and are the responsibility of the customer.

Our address for all returns is:

Karl Donoghue C/O ILG
Logistics House
Charles Avenue
Burgess Hill
RH15 9TQ

Returns Policy 2 (Japan)

If you have made your purchase within Japan and received your order from our Japanese distribution centre then we are unable to accept returns due to personal preferences. We only accept returns if the delivered item is found to be faulty or the incorrect item has been sent in error. If there is available stock, the faulty or incorrect item will be replaced with the new one. If no stock is available the item will be refunded.

Please contact us with 7 days from the delivered date to advise if your item is faulty or incorrect against your order. Email kd-online@showroom-session.co.jp

Returns will not be accepted:

  • If the product is different from what you imagined, the size does not fit or the colour appears different from your browser.
  • If you have not contacted us within 7 days to advise of a defective product or incorrect product.
  • If a faulty or incorrect item is not returned within 7 days from the delivery date.
  • If a faulty or incorrect item label or price tag are missing or damaged.
  • If a faulty or incorrect item has been worn, washed, dry cleaned, or altered.
  • If the shipping packaging is different, missing or damaged including the warranty card, care card and gift box.
  • If the item have any stains or any other kind of defects, marks including odors (pet, cigarette, perfume etc.)
  • If bought on sale or are outlet products.

Refunds

Refund will be repaid in the same currency as purchased and to the same card the payment was taken from i.e. Karl Donoghue Limited refunds the amount of the order in GBP Sterling or JPY, any change or shortfall in the customer’s account which may arise from a Foreign Exchange Gain or Loss at the time of the refund will not be the responsibility of Karl Donoghue Limited.

Shipping and handling charges paid on your original shipment are non-refundable. We do not refund any additional bank charges charged by the local banks. The order is refunded by a UK bank, please allow 14 days for the refund to hit your account.

If your order has been sent to a destination outside the EU, customs duties and sales taxes are non-refundable through Karl Donoghue Limited. However, you may be able to recover these by contacting your local customs agency directly, this is not something Karl Donoghue Limited can process on your behalf.

Exchanges

Unfortunately, we are unable to offer an exchange service. If you would like a different size, colour or style simply return your unwanted items as described above then place a new order (excluding goods bought within Japan and shipped from our Japanese distribution centre).

Faulty items & repairs

We offer a complimentary repair service for 6 months from the date of your order for faulty parts or faulty production. Please email images of your product, including detailed images of the faulty area to customercare@karldonoghue.com. Shipping and customs charges for returning the product will not be covered by Karl Donoghue Limited. General wear and tear will not be covered by this service and all complimentary repairs are at the discretion of Karl Donoghue Limited. If there is a charge to be paid Customer Care will inform you of the charge before proceeding with the repair.

Natural markings and variations in shade and texture of the materials we use should not be deemed faulty. If you are unhappy with the intrinsic qualities of your product then these items should be returned within 14 days.

If you have had a product for more than 6 months that requires a repair, please follow the same process. We will then assess the work that is required and provide you with a quote and information on how to proceed.

Please note we will require a valid proof of purchase or your original order number before we proceed with any repair.