Help centre

Delivery & returns

White-glove delivery within 72 hours. Every item vetted at our hub before it reaches you or your recipient.

Our delivery promise

Most Kay orders arrive within 72 hours of payment. We partner with white-glove logistics providers who handle delicate, high-value items — not standard parcel services.

How it works

  1. 1You place your order and payment is confirmed.
  2. 2We notify the vendor — they have 12 hours to deliver to the Kay hub.
  3. 3Our team runs a 3-point inspection: quality, seal integrity, and accuracy.
  4. 4Your gift is packaged in Kay luxury wrapping and dispatched discreetly.

3-point quality check

  1. 1Quality inspection on arrival at our hub.
  2. 2Seal and tamper verification — nothing leaves if integrity is compromised.
  3. 3Vendor accountability — faults not caused by the customer qualify for replacement or refund.

If we're delayed

No system is perfect. If your order is delayed, we'll message you immediately, apologise, and aim to deliver within an additional 24 hours.

Returns

Eligible returns

Products that arrive damaged, defective, or materially different from their listing may be returned within 48 hours of delivery. Items must be unused and in original packaging where applicable.

Non-returnable items

For hygiene and safety, certain intimate wellness products, personalised items, and perishables cannot be returned unless faulty on arrival.

How to start a return

Contact our team via the Contact page with your order reference and photos of the issue. We'll guide you through the next steps after hub inspection.

To start a return, contact us with your order reference.