SHIPPING POLICY

Last updated September 26, 2025

This Shipping Policy describes how items are shipped from sellers to buyers on the Koukan marketplace. It is part of our Terms of Service. Our goal is to ensure a smooth and transparent delivery process for all users.

1. Seller's Shipping Deadline

To ensure a fast and reliable experience for buyers, sellers are required to ship all orders within a strict timeframe.

Shipping Deadline: Sellers must generate a shipping label through the Koukan platform within 5 days (120 hours) of the payment confirmation. This period includes weekends and holidays.
Failure to Ship: If a seller does not generate a shipping label within the 5-day (120-hour) period, the order will be automatically cancelled, and the buyer will receive a full refund. The seller will be notified, and the item will be re-listed.

2. Shipping Methods and Delivery Estimates

Sellers are required to use a tracked shipping service for all orders to ensure the security and visibility of the delivery process. The available shipping methods and estimated delivery times will be displayed at checkout.

Domestic UK Shipping: Most orders shipped within the United Kingdom are estimated to arrive within 2-5 business days after the item has been dispatched by the seller.
Tracking Information: Once an order has been shipped, the tracking number will be automatically added to the order details. The buyer will receive a notification and can use this number to track the progress of their delivery.

3. Shipping Costs

Shipping costs are calculated based on the size and weight of the item(s) and the buyer's location. The final shipping cost will be displayed to the buyer at checkout before the payment is made.

4. International Shipping

At this time, Koukan primarily facilitates shipping within the United Kingdom. Some sellers may offer international shipping at their discretion.

Customs, Duties, and Taxes: If you are purchasing an item from a seller outside of your country, you, the buyer, are responsible for any and all customs duties, import taxes, or other fees that may be applied by your country's customs office.
Customs Declarations: Sellers are responsible for accurately completing all necessary customs declaration forms. Inaccurate declarations can lead to significant delays and potential penalties.
Delivery Times: International delivery times can vary significantly depending on the destination and local customs processing.

5. Shipping Insurance (Optional)

To provide additional protection, sellers may opt to purchase shipping insurance when creating their listings. This is entirely optional but highly recommended for high-value items.

Seller's Choice: Insurance is selected by the seller when creating a listing, as they bear responsibility for shipping-related issues.
Coverage: Insurance covers the full declared value of items against loss, damage, or theft during transit.
Cost: Insurance costs are calculated based on the item's value and shipping details. This cost is deducted from the seller's earnings.
Claims Process: If an insured item is lost or damaged, claims are processed directly through our shipping insurance provider, protecting both buyer and seller.
Without Insurance: If a seller chooses not to purchase insurance, they remain liable for any shipping-related issues and must handle refunds or replacements at their own expense.

6. Lost or Damaged Items

In the unfortunate event that an item is lost or damaged in transit, the resolution process depends on whether the seller purchased shipping insurance:

For Insured Items:

Automatic Protection: Items covered by shipping insurance are automatically protected. Claims will be processed through our insurance provider.
Faster Resolution: Insurance claims typically provide quicker resolution and guaranteed compensation for covered losses.

For Non-Insured Items:

Damaged Items: If your item arrives damaged, please contact the seller within 48 hours of delivery through the Koukan messaging system. Provide photos of the damage to the item and the packaging. The seller will work with you to arrange a return or refund in accordance with our Return Policy.
Lost Items: If your item has not arrived within the estimated delivery window and the tracking information has not been updated for several days, please contact the seller. The seller will be responsible for initiating an investigation with the shipping carrier.

Koukan is here to help. If you are unable to resolve an issue directly with the seller, you can open a dispute through our Dispute Resolution process.

Contact Us

If you have any questions about our Shipping Policy, please contact us at enquiries@koukan.co.uk.

1. Seller's Shipping Deadline

To ensure a fast and reliable experience for buyers, sellers are required to ship all orders within a strict timeframe.

Shipping Deadline: Sellers must generate a shipping label through the Koukan platform within 5 days (120 hours) of the payment confirmation. This period includes weekends and holidays.

Failure to Ship: If a seller does not generate a shipping label within the 5-day (120-hour) period, the order will be automatically cancelled, and the buyer will receive a full refund. The seller will be notified, and the item will be re-listed.

2. Shipping Methods and Delivery Estimates

Domestic UK Shipping: Most orders shipped within the United Kingdom are estimated to arrive within 2-5 business days after the item has been dispatched by the seller.

Tracking Information: Once an order has been shipped, the tracking number will be automatically added to the order details. The buyer will receive a notification and can use this number to track the progress of their delivery.

4. International Shipping

At this time, Koukan primarily facilitates shipping within the United Kingdom. Some sellers may offer international shipping at their discretion.

Customs, Duties, and Taxes: If you are purchasing an item from a seller outside of your country, you, the buyer, are responsible for any and all customs duties, import taxes, or other fees that may be applied by your country's customs office.

Customs Declarations: Sellers are responsible for accurately completing all necessary customs declaration forms. Inaccurate declarations can lead to significant delays and potential penalties.

Delivery Times: International delivery times can vary significantly depending on the destination and local customs processing.

5. Shipping Insurance (Optional)

To provide additional protection, sellers may opt to purchase shipping insurance when creating their listings. This is entirely optional but highly recommended for high-value items.

Seller's Choice: Insurance is selected by the seller when creating a listing, as they bear responsibility for shipping-related issues.

Coverage: Insurance covers the full declared value of items against loss, damage, or theft during transit.

Cost: Insurance costs are calculated based on the item's value and shipping details. This cost is deducted from the seller's earnings.

Claims Process: If an insured item is lost or damaged, claims are processed directly through our shipping insurance provider, protecting both buyer and seller.

Without Insurance: If a seller chooses not to purchase insurance, they remain liable for any shipping-related issues and must handle refunds or replacements at their own expense.

6. Lost or Damaged Items

In the unfortunate event that an item is lost or damaged in transit, the resolution process depends on whether the seller purchased shipping insurance:

For Insured Items:

Automatic Protection: Items covered by shipping insurance are automatically protected. Claims will be processed through our insurance provider.

Faster Resolution: Insurance claims typically provide quicker resolution and guaranteed compensation for covered losses.

For Non-Insured Items:

Damaged Items: If your item arrives damaged, please contact the seller within 48 hours of delivery through the Koukan messaging system. Provide photos of the damage to the item and the packaging. The seller will work with you to arrange a return or refund in accordance with our Return Policy.

Lost Items: If your item has not arrived within the estimated delivery window and the tracking information has not been updated for several days, please contact the seller. The seller will be responsible for initiating an investigation with the shipping carrier.

Koukan is here to help. If you are unable to resolve an issue directly with the seller, you can open a dispute through our Dispute Resolution process.