Shipping policy

KØL Ceylon aims to process, dispatch and deliver every order as safely and efficiently as possible. 

This Delivery and Shipping Policy applies to orders placed through our Shopify website, Instagram, WhatsApp, email or any other approved KØL Ceylon sales channel.

1. Delivery Locations

KØL Ceylon currently offers delivery throughout Sri Lanka.

International delivery may be available to selected countries. International customers should contact us before placing an order to confirm availability, delivery charges and estimated delivery times.

We reserve the right to decline delivery to certain locations where courier access, customs restrictions, safety concerns or operational limitations apply.

2. Order Processing

Orders are processed after:

·      The order details have been confirmed.

·      Full payment has been received or authorised.

·      The delivery information has been verified.

·      The ordered products are available.

Orders placed on weekends, public holidays or outside normal business hours may begin processing on the next working day.

Our standard order-processing period is approximately 3 - 4 working days.  

Processing time is separate from delivery time.

During product launches, promotions, seasonal periods or high-volume order periods, processing may take longer than usual.

3. Estimated Delivery Time

For orders within Sri Lanka, delivery is generally expected within approximately 5 - 7  working days after the order has been confirmed, unless a different timeframe is stated on the product page or communicated during ordering.

Delivery times are estimates and not guaranteed.

Orders to remote or difficult-to-access areas may take longer.

Pre-order, customised or made-to-order products may have separate production and delivery timelines, which will be communicated before or after the order is placed.

4. Delivery Charges

Standard island-wide delivery within Sri Lanka is charged at:

LKR 350 per order

Delivery charges may vary depending on:

·      The weight of the order.

·      The number of parcels required.

·      Courier availability.

·      Special or urgent delivery requests.

·      International delivery requirements.

The final delivery charge will be displayed during checkout or confirmed before payment.

Promotional free-delivery offers may be subject to minimum-spend, location or time restrictions.

5. Delivery Information

Customers are responsible for providing complete and accurate delivery information, including:

·      Recipient’s full name.

·      Complete delivery address.

·      City or district.

·      Postal code, where applicable.

·      Active telephone or WhatsApp number.

·      Email address, where requested.

·      Any relevant delivery instructions.

Please review your delivery details carefully before confirming your order.

KØL Ceylon will not be responsible for delays, failed deliveries, lost parcels or additional courier charges caused by incorrect, incomplete or outdated information supplied by the customer.

6. Changing a Delivery Address

Customers should contact us immediately if a delivery address needs to be changed.

We may be able to update the address if the order has not yet been packed or handed over to the courier.

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

An additional courier charge of LKR 200 will incur as a result of an address change. This payment needs to be paid by the customer prior delivery operations.

7. Dispatch Confirmation

Once your order has been dispatched, we may send a confirmation through:

·      Email.

·      WhatsApp.

·      Instagram direct message.

·      SMS.

·      Shopify order notification.

Where available, tracking information may also be provided.

Tracking updates are controlled by the courier and may not appear immediately after dispatch.

8. Mode of Delivery

Orders may be delivered by an independent third-party courier or through Sri lankan Registered Postal services. 

The courier may contact the customer before attempting delivery. Customers should ensure that the telephone number provided is active and reachable.

Delivery may be made to:

·      The named recipient.

·      A person at the stated address.

·      A reception or security desk.

·      An authorised representative.

·      Another safe location approved by the customer.

Once a parcel is recorded as delivered to the address provided, the delivery will generally be treated as completed. 

9. Missed or Failed Delivery Attempts

Customers are responsible for being available to receive the order or arranging for another authorised person to accept it.

If a delivery attempt is unsuccessful, the courier may:

·      Attempt delivery again.

·      Contact the customer.

·      Hold the parcel at a courier facility.

·      Return the parcel to KØL Ceylon.

Additional delivery charges may apply for repeated delivery attempts.

If an order is returned to us because the customer was unavailable, unreachable or provided an incorrect address, the customer may be required to pay a new delivery charge before the order is sent again.

10. Unclaimed, Refused or Returned Parcels

If a parcel is refused, unclaimed or returned to KØL Ceylon, we will contact the customer where possible.

The customer may be responsible for:

·      The original delivery cost.

·      The return-to-sender charge.

·      A new delivery charge.

·      Any additional courier handling fees.

Delivery charges may not be refundable where the parcel was returned for reasons outside KØL Ceylon’s control.

11. Delivery Delays

Although we make reasonable efforts to deliver orders within the estimated timeframe, delays may occur due to:

·      Courier disruption.

·      Weather conditions.

·      Flooding or natural disasters.

·      Public holidays.

·      Strikes or transport disruption.

·      High-volume sales periods.

·      Remote delivery locations.

·      Incorrect customer details.

·      Government restrictions.

·      Customs processing.

·      Circumstances outside our reasonable control.

KØL Ceylon will not be liable for reasonable delays caused by third parties or events outside our control.

Where possible, we will assist the customer in contacting the courier or locating a delayed parcel.

12. Lost Parcels

If your order has not arrived within a reasonable period after the estimated delivery date, please contact us with your order number.

We may ask the courier to investigate the delivery status.

A parcel will not be treated as lost until the courier has completed its investigation or confirmed the loss.

If the parcel is confirmed as lost before successful delivery, KØL Ceylon may offer:

·      A replacement, subject to availability.

·      Store credit.

·      A refund.

The appropriate resolution will depend on the circumstances and product availability.

13. Damaged Parcels

Customers should inspect the parcel when it is received.

If the outer packaging appears severely damaged, opened or tampered with, please:

·      Photograph the parcel before opening it.

·      Photograph the delivery label.

·      Photograph or record any damage to the product.

·      Contact KØL Ceylon within 7 calendar days of delivery.

Damage claims must be handled in accordance with our Return and Refund Policy.

Please keep the original packaging until the issue has been reviewed.

14. Incorrect or Missing Items

If you receive an incorrect item or believe that an item is missing from your order, contact us within 7 calendar days of delivery.

Please provide:

·      Your order number.

·      Photographs of the items received.

·      A photograph of the packaging and delivery label.

·      Details of the missing or incorrect item.

We will review the issue and arrange an appropriate resolution where the mistake is confirmed.

15. Split Deliveries

Some orders may be sent in more than one parcel.

This may happen where:

·      Products are stored in different locations.

·      Items have different production times.

·      A parcel exceeds courier size or weight limits.

·      Some products are available before others.

Where possible, we will inform the customer if an order is being delivered separately.

16. Pre-Orders and Made-to-Order Items

Pre-order and made-to-order products are subject to the estimated production and dispatch period shown on the product page or communicated during ordering.

These dates are estimates and may change due to production or supply delays.

If an order includes both an in-stock item and a pre-order item, the full order may be dispatched together once all products are ready, unless otherwise agreed.

17. International Shipping

Where international shipping is available, delivery timeframes will vary depending on the destination and courier service.

International customers may be responsible for:

·      Customs duties.

·      Import taxes.

·      Clearance fees.

·      Local handling charges.

·      Destination-country restrictions.

These charges are not included in the product price or delivery fee unless expressly stated.

KØL Ceylon is not responsible for customs delays, import restrictions or charges imposed by foreign authorities.

International delivery charges, customs fees and return costs may not be refundable where a parcel is refused, unclaimed or rejected by customs.

18. Ownership and Delivery Risk

Responsibility for an order generally passes to the customer when the parcel is successfully delivered to the address provided or collected by the customer or their authorised representative.

This does not affect the customer’s rights if the item is defective, damaged or incorrectly supplied.

19. Contact Us

For delivery questions, tracking assistance or shipping concerns, contact:

KØL Ceylon

Email: info@kolceylon.com

Telephone: +94 74 378 3078 

Instagram: @kolceylon

Please include your order number when contacting us.