Shipping policy
Last updated: February 2026
Where Do Orders Ship From?
Kansū Works is a UK-based brand. Orders currently ship from our warehouses in Asia and Europe. Returns are handled through our UK return hub in Surrey.
All orders include tracking so you can follow your package every step of the way.
Shipping Rates & Delivery Times
| Region | Shipping Cost | Est. Delivery |
|---|---|---|
| United Kingdom | £5.95 Free over £140 |
4–6 business days |
| Europe | £10.95 | 5–7 business days |
| United States | £9.95 Free over £200 |
5–8 business days |
| Australia & New Zealand | £7.50 Free over £220 |
5–7 business days |
All delivery estimates are from the date of dispatch, not the date of order. Delivery times are estimates and not guaranteed.
Order Processing
Orders are typically dispatched within 1–3 business days. You'll receive a shipping confirmation email with a tracking number once your order is on its way.
If you checked out with Apple Pay, your email address may not have been captured. Don't worry — your order still went through. Email us at orders@kansuworks.com with your name and we'll confirm your order and add your email to the account.
Tracking Your Order
Every order includes tracking. You'll receive your tracking number in the shipping confirmation email. If you need help finding your tracking info, email us at orders@kansuworks.com with your order number.
Customs & Duties (International Orders)
All international orders are shipped DDP (Delivered Duty Paid) — we handle customs and duties for you. There are no extra charges on delivery. The price you pay at checkout is the full price, with no surprises at your door.
Issues or Delays
International shipping can occasionally be affected by customs processing, local postal backlogs, or peak-season volumes. If your order is running late but still showing tracking movement, it's likely still on its way.
Please contact us at orders@kansuworks.com if:
- Your tracking shows no movement for 10 or more business days
- Your order arrives more than two weeks beyond the estimated delivery window
- Your tracking says "delivered" but you haven't received your package
- Your package hasn't arrived within 45 days of the order date
Shipping Fee Refunds
If your tracking shows no movement for 10+ business days, or your order arrives more than two weeks beyond the estimated window, we'll investigate with our courier and — where appropriate — refund your shipping fee. We don't automatically refund shipping fees for minor delays.
Lost Packages
If your package is confirmed lost by the courier, we'll offer you a full refund (including shipping) or a free reshipment of your order.
Delivered But Not Received
If tracking shows your order was delivered but you haven't received it, please check with neighbours and any usual delivery spots. If you still can't find it, contact us and we'll investigate with the courier.
Changes to Your Order
If your order hasn't shipped yet, we may be able to help with address changes, size or colour changes, and cancellations. Email us at orders@kansuworks.com as soon as possible — we process orders quickly.
Unfortunately, we can't add items to an existing order once it's been placed. You'd need to place a separate order. Once an order has shipped, we can no longer modify it. For address changes on shipped orders, try contacting the courier directly with your tracking number.
Returns
If you'd like to return or exchange an item, please visit our Return Portal. For full details, see our Return & Exchange Policy.
Returns are sent to our UK return hub in Surrey.
Contact Us
Email: orders@kansuworks.com
Hours: Monday–Friday, 10:00–17:00 UK Time
We aim to reply within 24 hours during business days.