Shipping policy

At Qiosh, we are committed to delivering your order as efficiently and reliably as possible. Please read this Shipping Policy carefully before placing an order, as it forms part of the agreement between you and Qiosh.

By placing an order with Qiosh, you confirm that you have read, understood, and agreed to this Shipping Policy in full.

1. FREE WORLDWIDE SHIPPING

Qiosh is pleased to offer complimentary standard shipping on all orders worldwide. No minimum spend required.

2. PROCESSING TIME

Orders are usually prepared and dispatched within 1–3 business days of payment confirmation. During peak periods or high order volumes, processing may take up to 7–10 business days.

Please note that processing time is separate from delivery time. Your estimated delivery window begins from the date of dispatch, not the date of order.

3. DELIVERY TIMES

Standard Shipping (Free)

Estimated delivery: 5–15 business days after dispatch, depending on your location and local courier handling.

Priority Express Shipping (Paid Upgrade)

Estimated delivery: 5–8 business days after dispatch.

Priority Express shipping fees are non-refundable under all circumstances, including in the event of a return, late delivery, refused delivery, or where the parcel is held by customs.

All delivery timeframes are estimates only and are not guaranteed. Actual delivery times may vary due to:

  • Customs clearance and inspection delays
  • Local courier handling and delivery scheduling
  • Seasonal demand and peak shipping periods (e.g., Christmas, Black Friday, Lunar New Year)
  • Public holidays in transit countries
  • Weather conditions and natural disruptions
  • Carrier service limitations and labour actions

These factors sit outside our direct control. Estimated delivery timeframes are provided for guidance only.

Once your order has been dispatched, you will receive a tracking number via email so you can monitor your delivery.

4. ORDER FULFILMENT & WAREHOUSE

Qiosh is a UK-registered fashion brand operating through a global fulfilment and logistics network. All orders are fulfilled and dispatched from our international fulfilment centre, which allows us to maintain consistent quality control and reliable worldwide delivery across all the regions we ship to.

5. CUSTOMS, DUTIES & TAXES

Customs duties and import taxes on outbound shipments are typically handled on our side, and most customers receive their order without additional charges at delivery.

In rare circumstances where customs authorities levy unexpected duties or local taxes outside our standard arrangements, the customer remains responsible for these charges to clear the parcel. If you encounter such a situation, please contact us at hello@qiosh.co.uk and we will work with you to identify the most efficient resolution.

Customers are responsible for ensuring compliance with their local import regulations.

6. SHIPPING ADDRESS ACCURACY

It is the customer's sole responsibility to ensure that the shipping address provided at checkout is accurate, complete, and correctly formatted, including any building access information, apartment numbers, or delivery instructions required for successful delivery. Qiosh is not liable for delivery failures, delays, or non-delivery caused by:

  • Incorrect or incomplete shipping address provided by the customer
  • Missing building access information, apartment numbers, intercom codes, or similar delivery details
  • Failed delivery attempts due to wrong consignee information
  • Parcels returned, held, or abandoned by the carrier as a result of address errors
  • Delays or handling decisions made by third-party logistics providers or local couriers

In such cases, the order is considered fulfilled once it has been dispatched to the carrier. Refunds or replacements cannot be issued where non-delivery results from incorrect address details provided by the customer.

Please double-check your shipping information carefully before confirming your order.

7. DELIVERED BUT NOT RECEIVED

Once a shipment is marked as "Delivered" by the carrier to the address provided at checkout, the order is considered successfully fulfilled by Qiosh.

In the event a parcel is marked as delivered but reported as not received, please contact us at hello@qiosh.co.uk immediately and we will work with the carrier to investigate. However, Qiosh cannot be held liable for:

  • Theft after delivery
  • Misplacement by household members, building management, or neighbours
  • Delivery to a safe place, mailbox, reception, or unattended location
  • Errors or omissions related to the delivery address provided by the customer

We recommend checking with household members, neighbours, and building management before contacting us. Refunds or replacements are not automatically issued for orders confirmed as delivered by the carrier.

8. DELAYS & EXCEPTIONS

The vast majority of orders arrive within the estimated timeframe. However, occasional delays may occur due to customs processing, third-party logistics providers, public holidays, or seasonal demand. Qiosh is not liable for delays caused by circumstances outside our control.

Estimated delivery timeframes — including those provided for Priority Express service — are guidance only and are not guaranteed. Qiosh does not offer compensation, partial refunds, or shipping fee refunds where parcels arrive outside the estimated timeframe, including where the customer's individual travel plans, events, or other commitments are affected, except where required under applicable consumer law.

We appreciate your patience and understanding in these rare circumstances. If your order has not arrived within 20 business days of dispatch, please contact us at hello@qiosh.co.uk and we will investigate with the carrier on your behalf.

9. LOST IN TRANSIT

If your tracking information shows no movement or progress updates for more than 15 business days after dispatch, please contact us at hello@qiosh.co.uk and we will open an investigation with the carrier. Investigations may take 7–14 business days to conclude.

Qiosh will offer a resolution — either a replacement or a refund — only once the carrier has formally confirmed the parcel as lost. We are unable to process claims for parcels still in active transit, including parcels held at customs or pending clearance.

10. RESHIPMENT

Where a parcel is returned to our warehouse due to customer-side reasons (including incorrect address, refusal of delivery, missing access information, or failure to collect the parcel within the carrier's holding period), reshipment is at the customer's cost.

Customers are responsible for arranging payment of reshipment fees before the parcel is dispatched a second time. Parcels not reclaimed within 30 days of return to our warehouse may be disposed of at our discretion, with no further liability to Qiosh.

11. CHARGEBACKS & PAYMENT DISPUTES

We strongly encourage all customers to contact us directly at hello@qiosh.co.uk before initiating any chargeback or payment dispute relating to shipping or delivery with their bank or card issuer. The vast majority of shipping concerns can be resolved promptly through direct communication with our team.

Initiating a chargeback without first contacting Qiosh and allowing a reasonable opportunity to resolve the matter may be considered a breach of this policy. In such cases, we reserve the right to contest the dispute with full supporting documentation, including but not limited to:

  • Order confirmation records
  • Carrier dispatch and delivery confirmation
  • Tracking records
  • Customer communication history
  • A copy of this Shipping Policy as agreed to at the time of purchase

12. DISPUTE RESOLUTION

In the event of any dispute regarding shipping or delivery, the version of this policy in effect at the time of purchase shall apply. Qiosh's assessment of delivery status, carrier confirmation, and resolution decisions shall be considered final, subject to applicable consumer law in your jurisdiction.

13. POLICY UPDATES

Qiosh reserves the right to update or amend this Shipping Policy at any time. The version published at the time of your purchase will apply to your order.

CONTACT US

For any questions regarding your shipment or delivery, please contact us at hello@qiosh.co.uk

We aim to respond to all enquiries within 2–3 business days.

Thank you for shopping with Qiosh.