FAQs
Order Management
You will have the option to cancel your order in your confirmation email.
Orders can only be cancelled before they have been dispatched. If your order has already been dispatched, please see our returns policy for further instructions.
Shipping & Delivery
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 1 or 2 days for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
Lost packages
At K-Way, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost in transit, please contact our customer service team via our Contact Form, providing your order number and all relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such cases, please contact our customer service team via our Contact Form as soon as possible after receiving your order and include photos of the damaged items or package.
We will review the documentation provided and arrange a return if appropriate.
Our standard delivery time within the United Kingdom is 2-3 working days.
Shipping charges, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.
We do not offer international shipping.
If you have any further questions about our shipping policy, please contact us via our Contact Center.
We offer free standard shipping on orders over £120.
For orders below this amount, a shipping fee of £6.99 applies.
Unfortunately, we do not currently ship outside the UK.
We offer fast and free shipping for orders over £120 within the United Kingdom.
Unfortunately, we do not ship outside the UK.
Returns & Refunds
Our return policy allows returns for products purchased in the last 30 days.
If you'd like to proceed with a return, please visit our Return Portal.
Once your request is approved, you will receive a prepaid return label via email.
Follow the instructions below:
1. Download and print the return label sent to you via email.
2. Pack all returned items, along with a printed copy of your purchase confirmation email, and attach the label to the box. You can use the original packaging or another box if you prefer.
3. Bring your return parcel(s) to a DPD drop off point near you and let us take care of the delivery. We offer a range of convenient click-and-drop locations, so you have the freedom to choose when and where you want to drop off your parcel. You’ll find a DPD Drop Off point just minutes away in most areas across the UK, and often are found in convenience stores, pharmacies, supermarkets and more. Here is the link to check the nearest DPD drop-off point 👉 https://pickup.dpdlocal.co.uk/
4. You will receive an email as soon as we have received your items and once your refund has been processed.
You can expect your return to be processed within 14 business days or sooner after our returns department receives it.
Once we have received and processed your return, we will notify you via email when the refund has been issued.
Please allow up to 14 business days for the refund to appear in your account.
Unfortunately, we cannot offer direct exchanges. To exchange an item from your recent order, simply send it back for a refund and place a new order.
Order Issue
We are sorry to hear you received the wrong item in your order!
Please report your order issue via our Contact Form for further assistance.
Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
We’re sorry your item(s) have damage!
Some items break during shipment. We’ll do our best to help.
Please report your order issue via our Contact Form for further assistance and include a photo of the damage.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors/building management who may have collected the package for you.
Also, please double-check the shipping address of your order to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to the carrier.
If you need additional assistance, please report your order issue in our Contact Form for further assistance.
Payments & Discounts
To apply a promo or discount code:
• Proceed to checkout and enter your code in the Discount Code field.
• Click Apply to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.