Delivery & Returns

Thank you for shopping at kakajersey. We hope you are pleased with your purchase, however, in the unlikely event you need to return something we will be happy to offer a refund.

If we have delivered the incorrect item to you, your purchase has arrived damaged or if a product becomes faulty within 30days of purchase, we will arrange to collect and replace or to refund the item.

When shopping, please take time to make your selection, double checking you have the right size and colour before placing your order. Unfortunately, any postage costs incurred to return a product that has been incorrectly ordered are at the expense of the consumer. We will not be able to issue refunds for products maliciously damaged.

kakajersey do not accept liability for any lost or unclaimed orders when provided with an incorrect delivery address or contact information. By placing an order with kakajersey, you accept full responsibility for ensuring orders contain the correct information. Please carefully check your order confirmation email and if you believe any details are incorrect, please notify our customer service team here immediately.

 

Delivery & Fees

1.Shipping

All products available in our store are first-class imported products (they have all the internal and external seals and authentications of the brands) and are shipped directly from our suppliers abroad (mostly in Sweden, Hong Kong, Thailand or China) to the address provided at the time of purchase.

2. Markets

Delivery takes on average 10 to 15 working days after payment confirmation, depending on the location and time of year. The product is shipped on average between 2 to 5 working days after the confirmation of payment in our system. Orders made via bank note usually take 1 to 2 business days to confirm payment in our system

Attention: In certain cases this delivery period may be extended for a few more business days, due to delays, strikes, recesses, periods of high demand at the Post Office, finally, situations that are beyond our control.

3. Total Warranty

Our store guarantees the delivery of the order, we are responsible for returning the full amount paid for products that are lost or lost during the delivery process. All products are posted with loss insurance and free internet tracking.

If the order is delayed and not delivered within 60 business days after shipping, the amount paid will be 100% refunded. In no way will the customer be at a loss.

Attention: For purchases with larger quantities, you may receive more than one package, as your products may come from different suppliers. So if you receive one product first and then another, rest assured, this is completely normal.

4. Tracking and Delivery

We guarantee a tracking code so that the customer can track the progress of the delivery of their order through three options: via email (we will notify the entire process, from shipping to delivery); within our own website; or via the Post Office website.

The products will be delivered by the Post Office, and there will always be a Tracking Code that will enable the customer to track the progress of delivery. The tracking access code will be sent to your email as soon as it is available (on average between 2 and 5 business days after the confirmed payment).

5. Important Information and Necessary Care

 

5.1. Incorrect or incomplete address

Our store will arrange for the delivery of the products to the address requested by the customer. Therefore, so that there are no obstacles in the delivery of your order, we ask you to pay attention when filling in the address at which you wish to receive your order.

We are not responsible for the incorrect or incomplete filling in of the destination address of orders placed in the store. If the address is incorrect or incomplete, the parcel will be returned to the sender, and no further delivery attempts will be made at that address.

In case the delivery is not carried out due to the divergence in the address provided by the customer, the customer is not entitled to a refund, and it will be necessary to pay a new freight, in the amount of 40.00USD, to resend the order. It is necessary to wait for the order to arrive until the sender for the forwarding to take place. This time depends on the Post Office and Customs.

 

5.2. Absent Recipient

Make sure there will be someone at the address to receive your products. The Post Office makes three attempts to deliver the products. If there is no one at the address to receive the order in any of the attempts, the package will be taken to the nearest Post Office to the address, and in this case it will be necessary for the recipient of the package to collect it at the Post Office. If the recipient of the order does not make the withdrawal within the time limit established, by the norm of the Posts, the package will be returned to the sender, being necessary the payment of a new freight, in the amount of seventy reais, for the return of the product. It is necessary to wait for the order to arrive until the sender for the forwarding to take place, and this time depends on the Post Office and Customs.

When accepting your kakajersey delivery, please check this immediately. If the box or contents are damaged, or you are missing items, please reach out to our customer service team here. All damages and missing items must be reported within 3 days.

Please then check your delivery. If the box or contents are damaged, please mark the consignment note as 'damaged' or if you are unable to check simply mark as 'unchecked'. Please retain the original packaging in case you need to return your purchase.

 

Faulty, Damaged or Incorrect Goods

It is very important to us that you receive your order in perfect condition. However, if something does arrive damaged or faulty, or you don't receive all the items from your order, please let us know right away. Simply email us here and we will work quickly to rectify the issue.We reserve the right to collect any faulty, damaged or incorrect goods at no charge to you prior to a refund or replacement being issued.

 

Refunds & Cancellations

We hope you are happy with your order but if for any reason you need to return something, we are here to help.

Please note: all sales of personalised or custom-made goods such as tags and gift vouchers are final upon checkout.

If you would like to cancel your order, please let us know as soon as possible here. Please note, orders that have been dispatched cannot be cancelled. In this case, please wait to receive the order and then follow our returns process below.

Alternatively, you can return your order via post for a refund, excluding any original postage charges, but do note that all delivery fees to return an order are at the cost of the consumer. Please reach out to our online customer service team here for your return reference number and ensure the goods are returned in their original packaging within 14 days of receipt.

If you have any questions regarding returning an online order, please do reach out to our customer service team, email us here.

 

Money Back Guarantee

We believe we offer the tastiest, most nutritious range of foods for your pet. That’s why we’re proud to offer a no-quibble money-back guarantee on our most trusted brands.

If you or your pet aren’t 100% satisfied with your new food choice, we’ll provide a refund. Plus, you can keep the open bag to pass to a friend or donate to a local animal shelter. Please note, your no quibble claim needs to be made within 30 days of purchase. We are unable to refund delivery charges for orders containing items not subject to the money-back guarantee. To claim a refund, please contact our friendly customer service team here. We reserve the right to collect any unopened products claimed under the money-back guarantee at no charge to you prior to a refund being issued.

Non-Delivery Dates What Carrier We use?

For your information carrier do not collect from us or deliver on the following dates:

• New Years Day
• Good Friday
• Easter Sunday
• Easter Monday
• Early May Bank Holiday
• Spring Bank Holiday
• Summer Bank Holiday
• Christmas Day
• Boxing Day

What Carrier We use?

• DHL
• SF EXPRESS
• UPS
• Postal services in various countries