Shipping Policy

Last updated: December 05, 2024

We are committed to ensuring your orders are delivered securely, efficiently, and on time. This Shipping Policy outlines the details of our shipping procedures, timelines, costs, and other important information to help you plan your purchase with confidence.

Table of Content

1. Communication Touchpoints

1.1 Order Confirmation
1.2 Dispatch Notification
1.3 Delivery Updates
1.3.1 Out for Delivery
1.3.2 Delivered

2. Order Processing

2.1 In-Stock Items
2.2 Customised or Bespoke Orders
2.3 Business Day Processing

3. Delivery Times

3.1 Domestic Shipping (United Kingdom)
3.2 International Shipping
3.3 Rest of the World
3.4 Important Notes on Delivery Times

4. Shipping Costs

4.1 Cost Calculation
4.2 Complimentary Shipping
4.3 International Shipping Fees

5. Third-Party Couriers

5.1 Our Trusted Courier Partners
5.2 Courier Selection

6. Tracking Services and Insurance

6.1 Tracking Services
6.2 Insurance Coverage

7. Delivery Requirements

7.1 Missed Deliveries
7.2 Incomplete or Incorrect Addresses
7.3 Signature Requirement
7.4 Special Delivery Locations

8. International Orders

8.1 Paying Duties and Taxes by the Receiver
8.2 Country-Specific Variations
8.3 How to Prepare
8.4 How It Works
8.5 Important Notes
8.6 For Assistance
8.7 Lost, Delayed, or Damaged Shipments

9. Multiple Shipments

9.1 Partial Shipments
9.2 Avoiding Delays for Ready Items
9.3 Additional Fees for Split Shipments

10. Delivery Restrictions

10.1 Prohibited Destinations
10.2 Restricted Items
10.3 Remote Locations

11. Special Delivery Requests

11.1 Handling of Fragile or High-Value Items
11.2 Damage Resolution

12. Gift Wrapping and Special Packaging

12.1 Bespoke Gift-Wrapping Services
12.2 Personalised Messages
12.3 Eco-Friendly Packaging

13. Seasonal and Holiday Shipping

13.1 Extended Processing Times
13.2 Early Ordering Recommendations

14. Click and Collect

14.1 How It Works
14.2 Important Details
14.3 Business Hours

Changes to Shipping Policy

We may update this Shipping Policy at any time. Please review it regularly to stay informed of any changes. Continued use of the Site or placing orders after updates signifies your acceptance of the revised policy.

Changes will not apply retroactively to prior transactions unless required by law.

1. Communication Touchpoints

We prioritise clear and timely communication to ensure a seamless shopping experience. You will receive updates at every key stage of the shipping process, including:

1.1 Order Confirmation

Once your order is successfully placed, you will receive an email confirming the details of your purchase.

1.2 Dispatch Notification

When your order has been shipped, you will receive a dispatch confirmation email, including tracking information to monitor your shipment’s journey.

1.3 Delivery Updates

Depending on the courier, you may receive updates directly from them regarding estimated delivery windows or required actions (e.g., rescheduling or signing for the package).

1.3.1 Out for Delivery

You will receive a notification when your package is out for delivery, allowing you to prepare for its arrival.

1.3.2 Delivered

Once your package has been successfully delivered, you will receive a confirmation notification. If your delivery requires a signature, it will be recorded for security purposes.

If any issues arise during the process, such as unexpected delays, our team will proactively contact you to provide updates and offer assistance.

For further inquiries, please reach out to us at store@mekhann.co.uk

2. Order Processing

2.1 In-Stock Items

  • Orders are processed within 1-2 business days of purchase.
  • During high-demand periods (e.g., holidays or sales), processing may take 3-5 business days.

2.2 Customised or Bespoke Orders

  • Processing timelines vary depending on the complexity of the design.
  • Estimated timelines will be shared during the order process, with updates provided if any delays occur.

2.3 Business Day Processing

  • Orders placed after 12 PM GMT (UK Time) or on weekends/public holidays will be processed on the next business day.

3. Delivery Times

3.1 Domestic Shipping (United Kingdom)

  • Standard Shipping: Delivered within 2-5 business days.
  • Express Shipping: Delivered within 1-2 business days.

3.2 International Shipping

  • North America: Estimated delivery within 3-5 business days.
  • Europe: Estimated delivery within 3-5 business days.
  • Middle East: Estimated delivery within 5-7 business days.

3.3 Rest of the World

  • Standard Shipping: Estimated delivery within 7-14 business days, subject to customs clearance.

3.4 Important Notes on Delivery Times

Delivery timelines are estimates and may vary due to circumstances beyond our control, including:

  • Customs inspections and clearance for international orders.
  • Weather disruptions or unforeseen courier delays.

4. Shipping Costs

4.1 Cost Calculation

Shipping costs are calculated at checkout based on the following:

  • Destination: Domestic or international shipping location.
  • Weight and Size: Overall weight and dimensions of your order.
  • Delivery Method: Standard or express options, if available.

4.2 Complimentary Shipping

  • Complimentary shipping is available for some foldable and compact items.
  • Check individual product listings for eligibility and confirm at checkout.
  • For assistance, email us at store@mekhann.co.uk

4.3 International Shipping Fees

  • Standard shipping fees apply unless the item qualifies for complimentary shipping.

5. Third-Party Couriers

5.1 Our Trusted Courier Partners

Mekhann partners with reputable couriers, including:

  • Royal Mail
  • DPD
  • DHL
  • FedEx
  • UPS

These couriers are selected based on:

  • Reliability: Safe and timely deliveries.
  • Delivery Speed: Tailored options for faster timelines.
  • Coverage: Comprehensive domestic and international reach.

5.2 Courier Selection

The courier for your order is automatically chosen based on:

  • Destination
  • Shipping Method (where applicable)
  • Availability for your specific requirements.

5.3 Third-Party Carrier Delays & Risks

Mekhann partners with trusted couriers for secure delivery. However, once an order is shipped, delays, damages, or lost parcels caused by third-party carriers are beyond our control. Customers are responsible for contacting the courier directly for resolution. Mekhann will assist in cases of lost or delayed shipments, but refunds will not be issued for courier-related delays.

6. Tracking Services and Insurance

6.1 Tracking Services

  • All orders include tracking capabilities for transparency.
  • Tracking details are shared via email upon dispatch.
  • Real-time updates are available through our courier partners’ platforms.

6.2 Insurance Coverage

  • All shipments are insured during transit for protection against loss or damage.
  • Insurance ends once the package is delivered and signed for at the specified address.

7. Delivery Requirements

7.1 Missed Deliveries

If a delivery attempt is missed, the courier will leave a notification with instructions for:

  • Rescheduling the delivery.
  • Collecting your package from a local depot.

Unclaimed packages may be returned to Mekhann. Re-shipping fees may apply.

7.2 Incomplete or Incorrect Addresses

Mekhann is not responsible for packages lost or delayed due to incorrect shipping information provided by the customer. If a package is returned as undeliverable, additional charges will apply for re-shipment.

7.3 Signature Requirement

If you choose to waive the signature, responsibility for the package transfers to you upon delivery. Mekhann is not liable for lost or stolen packages once marked as delivered to a safe place, concierge, or neighbour.

7.4 Special Delivery Locations

For gated communities, office buildings, or special delivery requirements, include clear instructions in the “Notes” section at checkout or contact us for assistance.

7.5 Undeliverable Orders & Failed Collection

If the package is returned due to multiple failed delivery attempts, reshipping fees will apply. If a customer refuses delivery or fails to collect the package after repeated attempts, the order will be considered forfeited, and no refund will be issued

8. International Orders

8.1 Paying Duties and Taxes by the Receiver

For international orders, the payment of duties, taxes, and additional fees may vary depending on the destination country's customs regulations. These charges are determined by your local customs authority and are not included in the product price or shipping costs paid at checkout.

8.2 Country-Specific Variations

The rules and rates for import duties and taxes differ from country to country.

Some countries may exempt certain goods from import fees, while others impose significant charges based on the product's value, category, or origin.

For detailed information or guidance, we recommend contacting your local customs authority or relevant government agency.

8.3 How to Prepare

Understand Local Regulations: Review the DDU (Delivered Duty Unpaid) conditions for your destination to estimate potential charges. Your local customs authority can provide detailed information.

Respond Promptly: If the courier contacts you regarding duties or taxes, ensure timely payment to avoid delivery delays or return of the package.

Required Documentation: Keep your purchase invoice handy, as it may be requested by customs authorities.

8.4 How It Works

Customs Notification: Once your order arrives in your destination country, local customs may notify the courier that import duties, taxes, or other fees are due. The courier will then contact you (via email, phone, or text) with details about the charges and how to pay them.

Payment Methods: Most couriers allow duties and taxes to be paid online, through mobile apps, or in person upon delivery. Payment options vary but often include credit/debit cards or bank transfers.

Required Information: To ensure smooth customs clearance, you may need to provide: 

    • Proof of purchase or invoice, which will be included in your shipment.
    • A valid ID for high-value shipments, if requested by customs.
    • Any other documentation required by your country’s customs authority.

8.5 Important Notes

Responsibility: Import duties and taxes are the responsibility of the recipient and are not included in the product price or shipping fees paid at checkout.

Customs Refusal: If you decline to pay the required duties or taxes, the shipment will be returned to Mekhann. In such cases, the return shipping costs, customs fees, and any associated charges will be deducted from your refund.

Customs Delays: Shipments may experience delays due to customs inspections or processing times, which are beyond Mekhann’s control. We recommend contacting your local customs office for more details about applicable fees and timelines.

Non-Payment of Duties: If customs duties are not paid, resulting in the return of your order, Mekhann is not responsible for reshipping or refunding the order. Unclaimed international shipments are considered forfeited.

8.6 For Assistance

If you have questions regarding duties, taxes, or customs procedures for your country, please contact your local authority or relevant government agency.

Alternatively, you can reach out to us at store@mekhann.co.uk for assistance.

8.7 Lost, Delayed, or Damaged Shipments

If you believe your package is lost, please take the following steps before contacting us:

  1. Check your tracking link for real-time updates.
  2. Verify with household members, building reception, or neighbours.
  3. Contact the courier directly for delivery confirmation.
  4. If your package is still missing after 48 hours, contact us at store@mekhann.co.uk.

Mekhann will initiate an investigation with the courier, which may take up to 10 business days. If a shipment is confirmed lost by the courier, Mekhann will issue store credit equal to the purchase value. Refunds will only be considered if an insurance claim is successful.

8.8 Customs Holds & Clearance Delays

Some international orders may be held by customs authorities for inspection. These delays are beyond Mekhann’s control. Customers are responsible for providing any requested documents and ensuring timely clearance. Refunds, cancellations, or chargebacks will not be issued for customs delays, as these are outside of Mekhann’s control. Customers are responsible for responding to customs requests and ensuring timely clearance.

9. Multiple Shipments

9.1 Partial Shipments

Orders containing items with different production or readiness timelines may be shipped separately. For high-value orders, Mekhann reserves the right to ship items in multiple packages to ensure secure transit. Additional shipping fees may apply for split shipments upon customer request.

Customers can request partial shipments by contacting us at store@mekhann.co.uk

9.2 Avoiding Delays for Ready Items

Mekhann can dispatch ready items ahead of others to avoid delays.

9.3 Additional Fees for Split Shipments

Partial shipments may incur additional shipping fees. If a customer requests separate shipments for items that could otherwise be shipped together, additional charges will apply. You will be notified before dispatch.

10. Delivery Restrictions

10.1 Prohibited Destinations

Mekhann does not ship to countries under international trade sanctions or embargoes.

10.2 Restricted Items

Certain products may face restrictions due to:

  • Size or weight limitations.
  • Specific customs regulations.

10.3 Remote Locations

Delivery to remote areas may involve:

  • Longer shipping timelines.
  • Additional charges.

Customers will be notified of any adjustments before dispatch.

10.3 Remote Locations

 

11. Special Delivery Requests

11.1 Handling of Fragile or High-Value Items

Mekhann ensures the secure delivery of fragile or high-value items through:

  • Reinforced protective packaging, including bubble wrap, reinforced boxes, and custom padding.
  • Tamper-proof measures for bespoke or custom pieces to ensure added security during transit.

11.2 Damage Resolution

If your item arrives damaged, you must notify us within 24 hours of delivery with photos of both the item and packaging. Claims submitted after this period may not be eligible for replacement or refund

Email us at store@mekhann.co.uk for a resolution.

11.3 Luxury & High-Value Shipments

All high-value shipments require a signature upon delivery. If you waive the signature requirement, you accept full responsibility for any loss or damage after delivery. Mekhann packages high-value items with tamper-proof security seals. If your package arrives with signs of tampering, you must report it immediately upon receipt. Claims made after delivery confirmation will not be accepted.

12. Gift Wrapping and Special Packaging

12.1 Bespoke Gift-Wrapping Services

Choose our complimentary premium gift-wrapping options to add a touch of elegance to your purchase. Each item is carefully wrapped in exquisite packaging, featuring high-quality paper, ribbons, and our signature Mekhann branding.

12.2 Personalised Messages

Add a custom note with your gift to make it even more special. This service is available at no additional cost.

12.3 Eco-Friendly Packaging

We prioritise sustainability by using recyclable and eco-conscious materials, ensuring that your luxurious presentation is also environmentally friendly.

Gift-wrapping services can be declared before checkout (via the note section) or arranged by contacting us at store@mekhann.co.uk

If you have specific requests or need assistance, our team is here to help you create the perfect gifting experience.

13. Seasonal and Holiday Shipping

We understand the importance of timely delivery during seasonal and holiday periods. To ensure your orders arrive as expected, please keep the following in mind:

13.1 Extended Processing Times

During peak seasons such as UK Bank Holidays, Christmas, New Year, and special sales events, order processing may take up to 3-5 business days due to increased demand.

13.2 Early Ordering Recommendations

We encourage customers to place holiday orders early to avoid delays caused by:

  • Courier disruptions.
  • High shipping volumes.
  • Customs processing for international orders.

If you have questions about shipping timelines or need expedited delivery, please contact us at store@mekhann.co.uk

14. Click and Collect

14.1 How It Works

Place Your Order Online: Orders are available for collection from the store where the item is currently displayed.

If you wish to collect from a specific store, please contact us at store@mekhann.co.uk to confirm availability and make the necessary arrangements:

Mayfair Store:
12 The Royal Arcade, 28 Old Bond St, Mayfair, London W1S 4SL

Chelsea Store:
84 Fulham Road, South Kensington, London SW3 6HR

Processing Time: Orders will be ready for collection within 1-2 business days for in-stock items. For customised or bespoke orders, collection timelines will be provided during the order process.

Notification: You will receive an email confirmation once your order is ready for collection.

Pick-Up: Visit the designated store during business hours and present your order confirmation email (digital or printed) along with a valid ID to collect your items.

14.2 Important Details

Orders must be collected within 7 days of receiving the "ready for collection" email. If you need additional time, please contact us at store@mekhann.co.uk to make arrangements.

If someone else is collecting on your behalf, please inform us in advance and ensure they bring a copy of the order confirmation email and a valid ID.

For bespoke or fragile items, additional care instructions may be provided upon collection to ensure the longevity of your purchase.

14.3 Business Hours

Mayfair Store:
Monday to Saturday: 9am - 6pm
Sunday: 12pm - 5pm

Chelsea Store:
Monday to Saturday: 9am - 6pm
Sunday: Closed

15. Returns & Refunds

For details on returns, exchanges, and refunds, please visit our Returns & Refunds Policy.

If you need further assistance, contact us at store@mekhann.co.uk

FAQ on Shipping

We do not include detailed FAQs in the shipping policy to maintain a streamlined structure. For answers to the most common questions about delivery timelines, tracking issues, customs and duties, address changes, and returns, please visit the FAQ page on our website.

Our FAQ provides comprehensive guidance to ensure your shopping experience is seamless and transparent.

Contact Us

We are dedicated to providing outstanding customer support. For any questions, assistance with your order, or additional information, please reach out to us through the following channels:

Live Chat

wVisit www.mekhann.co.uk to live chat with our customer care team in real-time. Available during business hours for quick assistance with any inquiries.

Email Support

Reach out to us at store@mekhann.co.uk for detailed support. We aim to respond within 24 hours.

Phone Support

Call us at +44 020 7584 9490 during the following hours:

Monday-Saturday: 9 AM - 6 PM
Sunday: 12 PM - 5 PM