FAQ

Can I cancel my order? 

We try to process our orders extra-fast to make sure that they arrive with you as soon as possible, so cancelling an order after it’s been made isn’t always possible.

However, we always want to help so please drop us an email (with your order number) to kulaharvest@gmail.com or talk to us via Live Chat below, and we’ll try our best to get your order cancelled for you. If we’re lucky enough to cancel that in time, we’ll process your refund right away.

Do you offer next day delivery?

Not at the moment, but we’re working on it for our non-custom products.

Our custom products are made to order, so will always take at least a few days to arrive. 

How can I track my order?

When your item is despatched, we will send you an email with your tracking information. You should receive a tracking number and link to a website where you can track your parcel.

If you need help, give us a shout on email (kulaharvest@gmail.com) or Live Chat. We’re always happy to lend a hand.

I haven't received my order. Now what? 

Although we try to choose trackable services for our orders, things don’t always go according to plan. If your order hasn’t arrived in the estimated delivery time, please get in touch with us via Live Chat or shoot us an email to kulaharvest@gmail.com 

For non-custom products, it can take up to a month to arrive, so please be patient. We can only consider an order missing one month after despatch. 

We’re working on faster options. 

I received a faulty item 

Uh oh, sorry about that. We’re happy to arrange a refund or replacement for you. Please contact us within 30 days of receipt of the item and we’ll get that sorted for you.

Email us at kulaharvest@gmail.com hit us up on Live Chat below. 

Something is missing in my order. What do I do? 

If you ordered more than one product, it’s very likely that they will arrive separately as our products are made by various partners. You should receive tracking for each parcel as they are despatched, so please check the tracking on your missing item. 

If you’re still unsure about the whereabouts of your missing item, shoot us an email or contact us via Live Chat . We’re always happy to help. 

What's your return policy? 

We have different rules for non-custom and custom products, so please read the below carefully.

Non-custom Products:

Faulty (sorry) or unwanted products can be returned within 30 days after delivery for a refund or replacement. Please ensure that your product is returned to us in its original packaging where possible. We can’t accept unwanted products after 30 days. 

Custom Products: 

As this product is made especially for you, we can’t offer a refund like we do on our non-custom products. However, please get in touch with us within 30 days of delivery if you are unhappy with your item and we’ll do everything we can to get you a replacement that you are happy with. 

Cost of returns: 

You will need to cover the cost of the return. Please try to send your return via a tracked service as we can’t be held responsible for your return going missing in action. 

Return Address: 

Please contact our support team via email kulaharvest@gmail.com or Live Chat for the correct return address. As our products are fulfilled by various partners, the return address on your parcel might not be the closest (and cheapest) for you. 

Delivery

Customs and tax charges 

All our orders are subject to customs and tax charges, depending on the country you are shipping them to. We recommend you check your country's policy on this prior to ordering.

Usually a note will be posted through your door advising you of this charge, and your item will not be delivered or be available for collection until the charge has been paid. We are not able to refund any customs charges. 

I won't be home to receive my order. What now? 

That’s okay, you’re out living your best life. 

Your postie should either leave your parcel in a safe place, with a neighbour, or he’ll drop a ‘We Missed You’ card in your letterbox. 

The postie should reattempt delivery at least once or you can fetch it from your local sorting office within 7 days. Be sure to take the card and some form of photo ID with you. 

Shipping costs 

For our custom products, shipping depends on your location and which product you order. Our rates are calculated dynamically at checkout based on the couriers latest rates/ 

When will I receive my order? 

Our custom products each have different manufacturing times, so please check the little blue box on the product page for the most up-to-date estimates for manufacture and delivery.

Non-custom products take 10-15 working days to arrive and are shipped from China. If your order gets stuck in customs, it may take a few more days to get released. 

Why can't you ship to my country? 

Our personalised products are available for worldwide delivery. 

Unfortunately, some of our carriers have restrictions on our non-personlised products so we can't ship them everywhere. Sorry about that.

Here is a list of countries that we currently have can’t ship our non-personalised products to:

Afghanistan, Aland Islands, Albania, Algeria, Andorra, Angola, Anguilla, Antigua And Barbuda, Armenia, Aruba, Azerbaijan, Bahamas, Bahrain, Barbados, Belize, Benin, Bermuda, Bhutan, Bonaire, Sint Eustatius and Saba, Bosnia And Herzegovina, Botswana, Brazil, Bulgaria, Burkina Faso, Burundi, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Comoros, Congo, Congo, The Democratic Republic Of The, Cook Islands, Costa Rica, Cuba, Curaçao, Cyprus, Côte d'Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Malvinas), Faroe Islands, Fiji, French Guiana, French Polynesia, French Southern

Territories, Gabon, Gambia, Georgia, Ghana, Gibraltar, Grenada, Guadeloupe, Guatemala, Guernsey, Guinea, Guinea Bissau, Haiti, Heard Island And Mcdonald Islands, Honduras, Iceland, Iran, Islamic Republic Of, Iraq, Isle Of Man, Jamaica, Jordan, Kenya, Kiribati, Kuwait, Lesotho, Liberia, Libya, Liechtenstein, Macedonia, Republic Of, Madagascar, Malawi, Mali, Malta, Martinique, Mauritania, Mauritius, Mexico, Moldova, Republic of, Monaco, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Netherlands Antilles, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Palestinian Territory, Occupied, Panama, Papua New Guinea, Paraguay, Peru, Pitcairn, Qatar, Republic of Cameroon, Reunion, Rwanda, Saint Barthélemy, Saint Helena, Saint Kitts And Nevis, Saint Lucia, Saint Martin, Saint Pierre And Miquelon, Samoa, San Marino, Sao Tome And Principe, Senegal, Seychelles, Sierra Leone, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, South Korea, South Sudan, St. Vincent, Sudan, Swaziland, Tanzania, United Republic Of, Timor Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turks and Caicos Islands, Tuvalu, Uganda, United Arab Emirates, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela, Virgin Islands, British, Wallis And Futuna, Western Sahara, Zambia, Zimbabwe