For expert advice, product information or order enquiries, please contact us by phone at 01179 270437 Monday to Friday, between 9am – 5pm to speak to us directly. Or if you prefer, you can and we'll get back to you within a couple of days.
Frequently Asked Questions
Your order will be dispatched via Royal Mail or DPD. You will find this information on your dispatch email.
If your order is being dispatched via Royal Mail, although a signature is not usually required the parcels are sometimes too large to fit through the letterbox so someone will need to be present to take your order. If this is not possible, Royal Mail will put a card through your door advising that your parcel is awaiting collection from your local depot. Unfortunately, we are not able to pass delivery instructions to Royal Mail if you wish your parcel to be left in a safe location or with a neighbour.
Royal Mail are currently trialling a 'delivery to neighbour' service where if you are not home to accept delivery, your parcel will be left with a neighbour and you will receive a card through your letterbox. For more information on this service please visit http://www.royalmail.com/delivery-to-neighbour.
If your order is being dispatched via DPD your parcel will require a signature. In order to stop you waiting in all day for your order, DPD will email and text you (if you supply your mobile number) on the morning your order is dispatched with a specific one hour delivery window. If you decide that this time is not convenient, you can use email or text to simply change the delivery date.
If DPD attempt delivery and no one is present, a card will be left at the delivery address and the item will be taken to the nearest DPD depot. Using the details on the card you can contact the courier and request a second delivery attempt or collect the item from the depot. You can do this via the DPD website or by contacting them on 08445 560 560. For security reasons, they will not be able to leave the parcel without obtaining a signature. DPD provides easy tracking with proof of delivery for your peace of mind.
If your delivery address is outside the UK, please see our 'Overseas customers' FAQ section.
International/European deliveries are charged based on parcel weight. The total delivery charge is calculated when you proceed through our checkout process. The amount you see charged on the delivery selection page (in the checkout process), is the amount you will pay. There are no hidden charges from us. However, depending on where you live, there may be a customs charge upon entry to the country.
Orders are shipped on business days only; these are Monday-Friday, excluding bank holidays.
Koan, 193 South Liberty Lane, Bedminster, Bristol, BS3 2TN
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