UK CUSTOMERS - IMPORTANT INFORMATION POST-BREXIT 

SHIPPING INFORMATION
All orders are shipped from Germany and returns must be made to Germany.
Please read Return / Exchange section below closely. 

CURRENCY SELECTION
To ensure accurate pricing and tax removal, please select £GBP as your currency from the dropdown menu in the top-right corner of the website. This will automatically remove the 19% German VAT from your order total.

UK IMPORT FEES, DUTIES AND 20% VAT WILL BE CHARGED TO YOU BY THE ROYAL MAIL /CARRIER WHEN YOUR ORDER ARRIVES IN THE UK. 

POST-BREXIT FEES, DUTIES & VAT
Due to Brexit, shipments to the UK are now subject to additional import fees, duties, and VAT. These are not included in your KONA CAVE® order and will be charged separately by the Royal Mail or the carrier upon delivery.  These fees can be up to 40% of the value of the item!  The current information, as provided by HMRC here, suggests the following:

• You, the customer (importer), are legally responsible for paying 20% UK Import VAT upon receipt
• Royal Mail or your carrier may charge a handling fee to cover customs clearance. This fee is also your responsibility
• These additional charges can amount to up to 40% of your order’s value
• KONA CAVE® has no control over these fees and cannot predict or waive them

• UK VAT is already included in the listed price, per current UK import regulations

For full details, visit the HMRC website:
🔗  Tax and duty on goods sent from abroad

TRACKING YOUR ORDER
You may track your order using the provided DHL tracking number (Emailed to you) two ways:  

• Before your order arrives in the U.K. you can track your order here using DHL Tracking English   
• Please note that once the "Detailed Tracking History" states "shipment will be transported to the destination country", you will not see another update until the package arrives in the U.K.
• ATTENTION: The top box in the DHL tracking website always states that the "package has arrived in the destination country," even before it has shipped. Please disregard the top box and only view the "Detailed Tracking History" below the box. We are sorry for this error in the DHL tracking tool. 
  
• After your package arrives in the U.K. you can use your tracking number on the Royal Mail website:  Royal Mail Tracking

Please note if you do not receive a notification from Royal Mail within 7 business days of placing your order, please track it using the provided information.  It is your responsibility to track your order using the information provided - in the event you do not receive a notification from the Royal Mail.

RETURNS DUE TO UNPAID CUSTOMS CHARGES OR UNCOLLECTED PARCELS 
If a shipment is returned to KONA CAVE® due to:

• Unpaid customs/import tariffs, or
• An undeliverable address, or
• Package not picked up from carrier facility (if you do not receive a notice from Royal Mail within 7 business days of placing your order, please track your package.)

…it will incur a 59,99 € Return Shipping, Documentation & Processing Fee, which will be deducted from any eligible refund.  Please note it is your responsibility to stay up-to-date with your package tracking and payment information.

Again, please note it is your responsibility to track your order in the event you do not receive a notification from the Royal Mail to inform you of fees due.

Eligible refunds will only be issued once the package has been received back at our office in Berlin, Germany.

Shipping charges are not eligible for refund and will not be returned. 

KONA CAVE® cannot refund any fees, duties or VAT on returned or exchanged products. 

By placing an order with KONA CAVE® you agree to the terms outlined above. 

3 - 12 weeks*
(average shipping time
is 3-4 weeks 
but may take longe)

SHIPPING INFORMATION
All orders are shipped from Germany and returns must be made to Germany.
Please read Return / Exchange section below closely. 

IMPORTANT - CANADIAN IMPOSED GST, DUTY AND FEES

As always, Canada imposes GST, Duties and Fees for imported goods. The information we provide here is an estimate to the best of our knowledge. Please contact your local government office to confirm actual costs of importing. 

These tariffs are applied by the Canadian government and are the responsibility of the buyer.

ESTIMATED IMPORT COSTS:

5% GST - 5% of the value of the item (GST % varies by Province)
+
10% Duty - 10% of the value of the item 
+
Carrier handling fee - Fees vary based on the package size and shipping cost

We know paying extra fees is frustrating, please understand that this is outside of our control. 

Please note: Our larger products, such as dog beds, are shipped via sea freight. This means shipping times are generally longer than for small standard packages.

TRACKING YOUR INTERNATIONAL ORDERS
You may track your order using the provided DHL tracking number (emailed to you from KONA CAVE®) two ways:  

• Before your order arrives in the U.S. you can track your order here using DHL Tracking English   
• Please note that once the "Detailed Tracking History" states "shipment will be transported to the destination country", you will not see another update until the package arrives in the U.S.A.
• ATTENTION: The top box in the DHL tracking website always states that the "package has arrived in the destination country," even before it has shipped. Please disregard the top box and only view the "Detailed Tracking History" below the box. We are sorry for this error in the DHL tracking tool. 
• After your package arrives in the Canada you can use your tracking number on the Canada Post website:  Canada Post

• Customs clearance can be delayed due to backlogs.
• Occasionally, packages may not show live tracking updates even though they have cleared customs and are en route.
  

• Unpaid GST, Duties and /or fees
• An undeliverable address, or
• Package not picked up from carrier facility 

…it will incur a 59,99 € Return Shipping, Documentation & Processing Fee, which will be deducted from any eligible refund.

Eligible refunds will only be issued once the package has been received back at our office in Berlin, Germany.

Shipping charges are not eligible for refund and will not be returned. 

RETURNS / EXCHANGES FROM CANADA
All returns and/or exchanges must be shipped back to Germany at the cost of the customer. 
Please note that shipping costs back to Germany are extremely expensive and can even cost more than the product itself. We highly recommend that if you have any questions about size or color, you email us before buying - as returns and / or exchanges are cost prohibitive. 

By placing an order with KONA CAVE® you agree to the terms outlined above. 

Thank you for patience and understanding during these unique and challenging times.

3 - 12 weeks*
(average shipping time
is 3-5 weeks 
but may take longer due
to new U.S. import regulations)

SHIPPING INFORMATION
All orders are shipped from Germany and returns must be made to Germany.
Please read Return / Exchange section below closely. 

We appreciate your patience during this transitional period.

Please note: Our larger products, such as dog beds, are shipped via sea freight. This means shipping times are generally longer than for small standard packages.

TRACKING YOUR INTERNATIONAL U.S.A ORDERS
You may track your order using the provided DHL tracking number (emailed to you from KONA CAVE®) two ways:  

• Before your order arrives in the U.S. you can track your order here using DHL Tracking English   
• Please note that once the "Detailed Tracking History" states "shipment will be transported to the destination country", you will not see another update until the package arrives in the U.S.A.
• ATTENTION: The top box in the DHL tracking website always states that the "package has arrived in the destination country," even before it has shipped. Please disregard the top box and only view the "Detailed Tracking History" below the box. We are sorry for this error in the DHL tracking tool. 
• After your package arrives in the U.S. you can use your tracking number on the USPS website:  USPS Tracking

• Customs clearance in the U.S. can be delayed due to backlogs.
• Occasionally, packages may not show live tracking updates even though they have cleared customs and are en route.
• USPS and DHL are aware of this issue and are working to improve tracking accuracy.

• Unpaid customs/import tariffs, or
• An undeliverable address, or
• Package not picked up from carrier facility 

…it will incur a 59,99 € Return Shipping, Documentation & Processing Fee, which will be deducted from any eligible refund.

Eligible refunds will only be issued once the package has been received back at our office in Berlin, Germany.

Shipping charges are not eligible for refund and will not be returned. 

RETURNS / EXCHANGES FROM U.S.A or CANADA
All returns and/or exchanges must be shipped back to Germany at the cost of the customer. 
Please note that shipping costs back to Germany are extremely expensive and can even cost more than the product itself. We highly recommend that if you have any questions about size or color, you email us before buying - as returns and / or exchanges are cost prohibitive. 

By placing an order with KONA CAVE® you agree to the terms outlined above. 

Thank you for patience and understanding during these unique and challenging times.

2 - 8 weeks*
(average shipping time
is 2-3 weeks 
but may take longer)

SHIPPING INFORMATION
All orders are shipped from Germany and returns must be made to Germany - which is very expensive.
Please read Return / Exchange section below closely. 

Please note: Our larger products, such as dog beds, are shipped via sea freight. This means shipping times are generally longer than for small standard packages.

TRACKING YOUR INTERNATIONAL ORDERS
You may track your order using the provided DHL tracking number (emailed to you from KONA CAVE®) two ways:  

• Before your order arrives in your destination country, you can track your order here using DHL Tracking English   
  • Please note that once the "Detailed Tracking History" states "shipment will be transported to the destination country", you will not see another update until the package arrives in your destination country.
    
  • ATTENTION: The top box in the DHL tracking website always states that the "package has arrived in the destination country," even before it has shipped. Please disregard the top box and only view the "Detailed Tracking History" below the box. We are sorry for this error in the DHL tracking tool. 
• After your package arrives in your destination country,  you can use your tracking number on your local postal tracking website.
  For example:  AUSPOST, HONG KONG, NZPOST, 

• Any delays due to customs clearance are not the responsibility of KONA CAVE® 
• Occasionally, packages may not show live tracking updates even though they may have cleared customs and are en route.
  
  

• Unpaid customs/import tariffs, or
• An undeliverable address, or
• Package not picked up from carrier facility 

…it will incur a 29,99€ Return Shipping, Documentation & Processing Fee, which will be deducted from any eligible refund.

Refunds will only be issued once the package has been received back at our office in Berlin, Germany.

RETURNS / EXCHANGES FROM ABROAD
All returns and/or exchanges must be shipped back to Germany at the cost of the customer. 
Please note that shipping costs back to Germany are extremely expensive and can even cost more than the product itself. We highly recommend that if you have any questions about size or color, you email us before buying - as returns and / or exchanges are cost prohibitive. 

By placing an order with KONA CAVE® you agree to the terms outlined above.