Shipping policy
Shipping and delivery
United Kingdom delivery
Standard delivery to United Kingdom addresses is free. Orders are sent using an appropriate tracked service, with insurance used where available and suitable for the value of the shipment. An optional faster or enhanced delivery service may cost extra where offered at checkout.
Processing and dispatch
In-stock products are normally processed within 1-2 business days after payment has cleared and any required order checks are complete. A business day excludes weekends and UK bank holidays.
If a product page states that an item is built to order, sourced to order or has another preparation time, the timetable shown on that product page applies. For quad-tube products, approximately 7 days before dispatch is preparation time for sourcing, assembly, collimation, testing, nitrogen purging and order preparation. It is not a promise that the order will be delivered within 7 days.
High-value orders may require payment, identity, address, destination or compliance checks before dispatch. We will contact you if information is required.
Delivery estimates
UK delivery normally takes 1-3 business days after dispatch. International delivery times vary by destination, customs processing and the local carrier. All delivery times are estimates unless we expressly agree a guaranteed date with you.
Delays can occur because of customs checks, carrier disruption, weather or other events outside our reasonable control. We will provide tracking information where available and will assist if a shipment is delayed.
Carriers and signatures
We may use Royal Mail, Parcelforce, UPS, DHL, FedEx or another suitable carrier depending on the destination, parcel size, value and insurance requirements. High-value orders may require a signature or age-appropriate recipient at delivery.
Risk during delivery
Goods remain at Kaelor Works' risk until they come into the physical possession of you or a person you identify to receive them. A different rule may apply if you independently appoint a carrier that we did not offer. Ownership and risk are not transferred merely because we have handed the parcel to one of our carriers.
Lost or damaged parcels
If a parcel is lost in transit or arrives damaged, contact support@kaelorworks.co.uk as soon as reasonably possible. Kaelor Works will handle the claim with the carrier and provide the remedy required for your order. We may ask you to retain the packaging and provide photographs or other reasonable information, but you are not required to resolve the carrier claim yourself.
International orders, export controls and destination restrictions
We ship only to selected international destinations. Night vision and thermal imaging products may be subject to United Kingdom export controls, destination-country laws, end-use restrictions or carrier limitations. We may request information needed to review an order before dispatch.
If we cannot lawfully or reasonably fulfil an international order because of an export-control, destination, end-use or carrier restriction, we may decline or cancel it before dispatch. Any payment taken for an order that we cancel for this reason will be refunded in full to the original payment method.
Customs duties, import taxes and clearance
Unless the product page or checkout expressly states otherwise, the recipient is responsible for import VAT, customs duties and local clearance fees charged by the destination authorities.
If a product page expressly states that taxes or duties are included, or that Kaelor Works will arrange and pay for customs clearance, that specific product-page promise takes precedence for that order.
Delivery address
Please provide a complete and accurate delivery address. Contact us promptly if a correction is needed. Once an order has been dispatched, an address change may not be possible. Reasonable extra costs caused by an incorrect or incomplete address may be charged where permitted by law, but this does not remove our responsibility for the goods while they remain at our risk.
Contact
For shipping questions, contact support@kaelorworks.co.uk.