Shipping policy

Shipping Policy

Kanto Cardhouse Limited

Last Updated: 01/09/2026

Thank you for shopping with Kanto Cardhouse Limited. We take great care when preparing, packing and dispatching orders and use tracked delivery services to help ensure orders arrive safely.

Please read this Shipping Policy carefully before placing an order.

1. Order Processing & Handling Times

Our standard order processing and handling time is 1–3 business days (Monday–Friday, excluding UK public holidays).

Please note: processing time is NOT the same as delivery time.

The 1–3 business day processing period is the time required by Kanto Cardhouse to prepare your order before it is handed over to the delivery provider.

This can include:

  • Picking your order from our warehouse

  • Checking products and quantities

  • Carefully packing and protecting your items

  • Preparing shipping documentation and labels

  • Completing any necessary order checks

  • Handing the completed parcel over to Royal Mail or another delivery provider

The estimated delivery timeframe for your chosen shipping service begins after your order has been processed and dispatched.

For example, if your order has a processing time of 1–3 business days and is then sent using a service with an estimated 2–4 business day delivery time, the total time from placing your order to receiving it may be approximately 3–7 business days.

Delivery estimates shown at checkout relate to the courier's estimated transit time after dispatch and should not be interpreted as including our processing and handling time unless specifically stated otherwise.

Orders placed during weekends or UK public holidays will begin processing on the next business day.

During particularly busy periods, major product releases, sales, promotions or periods of unusually high order volume, processing may occasionally take longer. Where a product has a different expected processing or dispatch timeframe, this will normally be stated on the relevant product page.

Pre-Orders

Pre-order products are subject to separate dispatch estimates. The expected release or dispatch information will be stated on the product page where available.

Where an order contains both in-stock and pre-order products, the order may be held until all products are available for dispatch unless otherwise stated or agreed.

Dispatch Confirmation

Once your order has completed processing and has been handed over for delivery, you will receive a dispatch confirmation email containing tracking information where applicable.

Receiving an order confirmation does not mean that your order has been dispatched.

Your order confirmation confirms that we have received your order. Your dispatch confirmation confirms that your order has left Kanto Cardhouse and entered the delivery network.

2. UK Shipping

Orders are sent using tracked Royal Mail services. The service used may depend on the value, size and weight of the order.

Services may include:

  • Royal Mail Tracked 48

  • Royal Mail Tracked 24

  • Royal Mail Special Delivery Guaranteed

Higher-value orders may automatically be upgraded to Royal Mail Special Delivery or another secure tracked service at our discretion.

Shipping charges are calculated according to the size, weight, value and delivery service applicable to the order.

Delivery times provided by Royal Mail are estimates unless the selected service specifically includes a delivery guarantee.

3. International Shipping

International shipping may be available by prior arrangement.

Please contact info@kantocardhouse.com before placing an international order so that we can confirm availability, shipping costs and the appropriate delivery service.

International customers may be responsible for applicable customs duties, import taxes or other charges imposed by the destination country.

4. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Orders are dispatched to the delivery address provided during checkout. Customers should carefully check their order confirmation and contact us as soon as possible if an error has been made.

Once an order has been dispatched, we cannot guarantee that the delivery address can be changed.

Kanto Cardhouse cannot accept responsibility for delivery problems caused solely by incorrect or incomplete address information supplied by the customer, subject to applicable consumer law.

5. Tracking & Proof of Delivery

Tracking information will be provided by email once an order has been dispatched where applicable.

Depending on the delivery service used, Royal Mail may record information including:

  • Delivery date and time

  • Delivery or attempted-delivery scan

  • GPS delivery location

  • Delivery photograph

  • Recipient name or signature

  • Delivery status

  • Return-to-sender status

Customers are responsible for monitoring the tracking information provided for their order.

Where a parcel is shown as delivered but the customer reports that it has not been received, Kanto Cardhouse will investigate the delivery with Royal Mail where appropriate.

A delivery scan, photograph, GPS record or signature will be considered important evidence when investigating a disputed delivery, but will not automatically prevent an investigation or determine its outcome.

Customers may be required to provide reasonable information or confirmation requested by Kanto Cardhouse or Royal Mail to assist with a lost or disputed delivery investigation.

6. Missing, Lost or Disputed Deliveries

If Royal Mail tracking shows an order as delivered but you have not received it, or tracking indicates that the parcel may have been lost, please contact us as soon as reasonably possible at info@kantocardhouse.com.

Before contacting us, please check:

  • The delivery address on your order confirmation

  • Around your property

  • Any designated safe place

  • With other members of your household

  • With neighbours where appropriate

  • The delivery photograph and tracking information provided by Royal Mail

Where a parcel is reported as missing, lost or incorrectly delivered, the appropriate investigation and claims process must be completed before a refund or replacement can be determined.

Depending on the circumstances, this may require Kanto Cardhouse to raise a formal investigation or loss claim with Royal Mail on the customer's behalf.

Customers must provide any reasonable information, confirmation or evidence required to support the investigation. This may include written confirmation of non-receipt and cooperation with enquiries made by Kanto Cardhouse, Royal Mail, our insurers or payment providers.

Where Royal Mail confirms that the parcel has been lost while in its network and the customer is not responsible for the loss, Kanto Cardhouse will provide the appropriate refund or replacement in accordance with the customer's statutory rights.

Where an investigation establishes that the loss or failed delivery resulted from an act or omission attributable to the customer — for example, materially incorrect delivery information supplied by the customer — refund eligibility will be determined in accordance with the circumstances and applicable consumer law.

We will not issue an immediate refund solely because a parcel is reported as missing while the delivery status and circumstances remain under reasonable investigation.

Nothing in this section is intended to delay or withhold a refund beyond what is permitted under applicable UK consumer law.

7. Returned to Sender Parcels

If tracking shows that a parcel is being Returned to Sender, please contact us.

A refund will not normally be processed solely because tracking displays a "Returned to Sender" status.

The parcel must normally physically arrive back at Kanto Cardhouse before we can verify the return and determine the appropriate refund or redelivery.

Once the parcel has been received, we will inspect and verify the contents and contact the customer regarding the next steps.

Where a parcel has been returned because the customer:

  • Provided an incorrect or incomplete address

  • Refused delivery

  • Failed to collect the parcel

  • Failed to respond to the courier

  • Failed to arrange redelivery following an attempted delivery

  • Otherwise prevented successful delivery

we reserve the right, where permitted by law, to deduct reasonable delivery or return costs from any refund or require additional postage before the order is resent.

Parcel Marked "Returned to Sender" but Not Received by Kanto Cardhouse

A Royal Mail tracking status showing "Returned to Sender" does not mean that Kanto Cardhouse has physically received the parcel.

Where tracking states that a parcel is being or has been returned but it has not physically arrived back with us, we will investigate the whereabouts of the parcel with Royal Mail.

If the parcel subsequently arrives back with Kanto Cardhouse, we will verify the returned parcel and process the appropriate refund or redelivery.

If the parcel cannot be located and is considered lost within Royal Mail's network, we may be required to submit a formal loss claim and complete Royal Mail's investigation process.

Once the circumstances of the loss have been established, we will provide the appropriate resolution in accordance with the customer's statutory rights.

8. Refunds Relating to Missing, Lost or Returned Parcels

To protect both our customers and Kanto Cardhouse from delivery errors and fraudulent claims, refunds relating to missing, disputed or returned parcels are subject to the relevant investigation procedure described above.

Depending on the circumstances:

If the parcel is being returned to Kanto Cardhouse:
We will normally wait until the parcel physically arrives back with us. Once received and verified, the appropriate refund can be processed.

If the parcel has genuinely been lost by Royal Mail:
Kanto Cardhouse will raise the appropriate investigation or claim with Royal Mail where required. We will cooperate with Royal Mail to establish what has happened and will provide the customer with the appropriate refund or replacement in accordance with their statutory rights once the circumstances have been established.

If delivery is disputed:
We may review all available delivery evidence, including tracking information, GPS information, photographs, signatures, delivery scans and information supplied by Royal Mail before determining the appropriate resolution.

If the customer is responsible for the failed delivery or loss:
Where evidence establishes that the loss or failed delivery resulted from circumstances attributable to the customer, any refund will be assessed in accordance with applicable consumer law and the specific circumstances of the case.

Customers must cooperate with reasonable delivery investigations. Failure to provide information reasonably required to investigate a claim may prevent us from completing the investigation and may affect our ability to determine the appropriate resolution.

These procedures are intended to ensure that genuine customers are protected while allowing us to properly investigate disputed, unusual or potentially fraudulent delivery claims.

Nothing within this policy removes or restricts a customer's statutory consumer rights.

9. Fraudulent Claims & Illegal Activity

Kanto Cardhouse takes delivery fraud, refund fraud, chargeback abuse and false claims extremely seriously.

Where there are reasonable grounds to suspect fraudulent, dishonest or otherwise unlawful activity, we reserve the right to investigate the matter fully and preserve relevant evidence.

This may include reviewing:

  • Order and account information

  • Delivery addresses

  • Royal Mail tracking information

  • GPS delivery information

  • Delivery photographs

  • Signatures

  • Delivery and return scans

  • Previous orders

  • Previous missing-parcel claims

  • Refund and chargeback history

  • Communications relating to the order

  • Information supplied by Royal Mail or other delivery providers

Where reasonably necessary and lawful, relevant information and evidence may be shared with Royal Mail, payment providers, insurers, ecommerce platforms and other parties involved in investigating the matter.

Where we reasonably suspect that a criminal offence has been committed, the matter may be reported to the police and/or other appropriate authorities.

Where evidence establishes that a customer has knowingly made a fraudulent claim, attempted to obtain a refund for goods they have received, deliberately manipulated the delivery or returns process, or otherwise attempted to defraud Kanto Cardhouse, we reserve the right to refuse future orders and take any other action available to us by law.

Nothing within this section is intended to discourage or disadvantage customers making genuine reports of parcels that have not been delivered.

10. Lost or Delayed Shipments

Courier delays can occasionally occur after an order has left Kanto Cardhouse.

If your parcel has not arrived within the expected timeframe, please check your tracking information first.

If the tracking has not updated for an extended period or you believe the parcel may have been lost, please contact us at info@kantocardhouse.com.

We will investigate the shipment with Royal Mail where appropriate.

11. Damaged or Incorrect Orders

If your order arrives damaged, defective or incorrect, please contact us as soon as reasonably possible.

To help us investigate and resolve the issue quickly, we may request photographs of:

  • The products received

  • The external packaging

  • Internal packaging

  • The shipping label

  • Any visible damage

Please retain the products and all original packaging until we confirm that they can be disposed of.

We will arrange an appropriate resolution in accordance with your statutory rights.

12. High-Value Orders

For higher-value orders, Kanto Cardhouse may implement additional security measures to protect both the customer and Kanto Cardhouse.

These may include:

  • Royal Mail Special Delivery

  • Signature on delivery

  • Enhanced tracking

  • Additional delivery insurance

  • Order verification

  • Address verification

  • Restrictions on delivery-address changes after purchase

  • Additional verification before dispatch

We may contact customers before dispatch where additional information or verification is reasonably required.

In certain circumstances, dispatch may be temporarily delayed while these checks are completed.

13. Failed Delivery Attempts

Where Royal Mail is unable to complete delivery, customers should follow the instructions provided by Royal Mail regarding collection or redelivery.

Customers should monitor their tracking information following an unsuccessful delivery attempt.

If a parcel is subsequently returned to Kanto Cardhouse because it was not collected or redelivery was not arranged, the provisions set out within this policy regarding Returned to Sender parcels will apply.

14. Returns & Refunds

Please refer to our separate Returns & Refund Policy for information regarding cancellations, returns and refund eligibility.

Nothing within this Shipping Policy is intended to restrict, exclude or override any statutory rights available to consumers under applicable UK law.

Where any provision within this policy conflicts with a customer's statutory rights, those statutory rights will take precedence.

15. Contact Us

For shipping or delivery enquiries, please contact:

Kanto Cardhouse Limited

Email: info@kantocardhouse.com

Please include your order number and Royal Mail tracking number where available so that we can investigate your enquiry efficiently.

Kanto Cardhouse Limited reserves the right to amend this Shipping Policy from time to time. The latest version will be published on our website together with the date it was last updated.