How much Is Delivery In The UK?
UK Premium Shipping - £4.99 Next day delivery on orders made Monday - Thursday before 3pm, Excludes weekends and holidays.
Does Our Courier Deliver Weekends?
Unfortunately not. Orders made after 3pm Thursday will be delivered on Monday and orders made after 3pm Friday will be delivered on Tuesday.
All Orders are next Working Day. This also excludes Bank Holidays.
How Much Is Delivery Outside Of The UK?
Delivery charges for International Orders are based on weight. The starting are prices based on our average order weight of 1.5 KG (Shoes & Sweater Double Boxed)
Do Our Couriers Deliver On Bank Holidays?
What Courier Do You Use For Deliveries?
We use Streetwise to send all of our UK orders.
OCS and APC Streetwise are used to send all International orders. They partner with many of the worlds best global delivery companies including UPS.
Kong reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
How Long Does Delivery Take?
Uk orders placed before 3pm - Next day delivery*
UK orders placed after 3pm on Thursday - will be delivered on Monday.
UK orders placed after 3pm on Friday - will be delivered on Tuesday by Courier.
International orders - generally between 3 and 7 working days**
*next day delivery is always our target but during sale periods or other such busy times this may not be possible. If we cannot deliver next day we will always try to let you know asap.
**International delivery times may vary, particularly if shipments are subject to customs and duty procedures beyond our control.
Can I Track My Item?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number.
To track parcel please have your 5 digit consignment number handy and delivery postcode:
UK Tracking website: http://www.apc-overnight.com
Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our store, approximately 8pm (GMT/BST) Monday to Friday. For orders placed after 4pm on Friday, your order will not be trackable until it has been collected from us the following Monday.
What If I'm Not Home When It's Delivered?
If a shipment cannot be delivered a card will be left and the courier will attempt re-delivery the following working day. If delivery is still unsuccessful a card will be left and the parcel returned to the depot, from here collection or re-delivery can be arranged. Should this fail the parcel will be returned to Kong and we will contact you directly.
Should the courier not be able to obtain a signature at your address they will return your parcel to the nearest depot. They will leave a card detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel. Please note deliveries outside the UK may differ from these procedures.
For further information please contact our customer service team via email, or phone on +44(0)1926 334282.
Can Someone Else Sign For My Delivery?
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
Can I Change The Delivery Address?
For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.
If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.
Orders placed over the telephone must be shipped to the billing address.
If the order has already left our warehouse, then the delivery address cannot be changed.
Do I have to pay Customs & import charges if I live outside of the EU?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductable from any refund due.
The customs department of my country have asked me for further information. What should I do?
Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as swiftly as possible.