FAQs

How long will it take for my order to arrive?

When you place an order you have the option of picking a delivery date. If a delivery date is not selected we aim to deliver your order within 2-4 working days. Orders placed on weekends will be processed the following working day. Our delivery driver will confirm a time slot on the day of delivery. We will make every effort to deliver all your goods within the above stated time frame, however we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

 

Can I pick a delivery date for my order?

Yes. Before completing your order you have the option to pick a delivery date which is convenient to you. Our delivery driver will confirm a time slot on the day of delivery. We will make every effort to deliver all your goods within the confirmed time-slot, however we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

 

How do you ensure frozen items stay frozen when shipped?

We pack frozen items into thermal insulated bags, which keep your items frozen for up to 48hrs. This is then packed safely within a box along with any other items ordered. All orders are packed with care to ensure you receive your items in the best possible condition.

 

What happens if I miss my delivery?

Our delivery driver will confirm a time slot on the day of delivery. However if you happen to miss your delivery our driver will attempt to leave your order in a safe place or with a neighbour.

 

What payment methods do you accept?

We accept all major credit/debit cards, PayPal, Google Pay and Apple Pay.

 

Can I change my delivery date after I've completed my order? 

If you need to make any changes to your order please contact us at hello@kwangoo.com within 24hrs of your order being placed. We cannot guarantee that we will be able to apply the changes however we will endeavour where possible.  

 

What do I do if my order hasn't arrived?

If your order hasn’t arrived within the agreed date, please contact us at hello@kwangoo.com.

 

Do you substitute items?

If something you have ordered is not available, we will choose a substitute for you. If it costs less, we will charge you less. If it costs more, we won't charge you the extra.

 

What is your refund policy?

If you received an item and it is defective or damaged please contact us via email at hello@kwangoo.com within 14 days of receiving your delivery. We will endeavour to replace the item or provide a refund for the cost of the item if necessary. If 14 days have gone by since your delivery, unfortunately we can’t offer you a refund or an exchange.