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 48 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 48-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. Lost or Damaged Items

In the unfortunate event that an item is lost or damaged in transit, please follow these steps:

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 48 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 48-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. Lost or Damaged Items

In the unfortunate event that an item is lost or damaged in transit, please follow these steps:

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.