Shipping and Return Policy – Kerenza

Shipping and Return Policy



Yellow railway car disappearing around a bend on a railway shrouded by autumn trees of gold and red. Let the heart take over is grafittied on the retreating car

Our goal is to offer you the best shipping options, no matter where you live. Shipping rates are currently calculated at delivery. Tracking details will be provided once your order has been processed. Processing time is 1-3 days. 



Average delivery time: 3-7 business days

Average delivery time: 2-4 business days

Saturday Delivery
Delivery guaranteed on Saturday morning for orders placed by Friday at 2 pm 
£ 30.00

Next Day Delivery
Delivery guaranteed next working day for orders placed by 2 pm 
£ 25.00

Please note that during weekends (and bank holidays) orders cannot be processed, therefore this shipping option is not selectable on these days.

UPS or DPD is our preferred courier. You will receive an email containing your Tracking Number once your package has been shipped.

Delivery times begin one business day after the order is placed. 



PARCELFORCE WORLDWIDE - Euro Priority - From £ 12.00:  3-5 business days
ROYAL MAIL Signed and Tracked - From £ 10.00: 3-5 business days
Please note you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Please contact me if you would like to know delivery costs to Europe and North America and I will provide you with a quote on shipping. Alternatively, you can see costs calculated at checkout.

 5 brown paper packages tied up with strings

Need To Return Something? 

We hope you’re delighted with your new product. If, for any reason you change your mind and would like to return your purchase, we are happy to offer a full refund within 30 days of the original purchase date. 

Please  follow these instructions to return your purchases:

  1. Fill out the Return and Exchange Form within 30 days of the delivery date.
  2. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund
  3. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable):

  1. Books with obvious signs of use
  2. CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  3. Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  4. Any item that is returned more than 30 days after delivery
  5. Refunds (if applicable)

    Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.



    Once your package reaches us, please allow 3 to 7 business days (depending on peak times) for your return to be processed.

    If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

    We usually accept returns within 3 to 7 business days of their arrival at our office; once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.
    The time needed to process your refund may vary based on the payment method used:

    Credit Card: our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.

    PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.