Shipping & Returns
Last updated: 3 November 2026 · Deutsch · Français · Nederlands · Svenska · Dansk · Norsk
Shipping
Where we deliver
We deliver to every EU country, Switzerland, Norway, the United Kingdom, the United States, Canada, Australia and New Zealand.
Dispatch
Orders ship from our fulfilment centre. We dispatch within 1–3 business days (Monday to Friday, except public holidays), express orders within 24 hours on business days. Around major holidays, dispatch can take longer.
Delivery times
Delivery times are in calendar days and count from the day we dispatch your order.
| Delivery to | Standard | Express |
|---|---|---|
| Germany | 5–14 days | 4–13 days |
| Austria | 5–13 days | 4–11 days |
| France | 3–12 days | 3–9 days |
| Netherlands | 3–9 days | 3–8 days |
| Denmark | 5–14 days | 5–11 days |
| Sweden | 6–15 days | 6–11 days |
| Other EU countries | 3–19 days | 3–19 days |
| Switzerland | 5–13 days | 5–13 days |
| Norway | 5–19 days | 5–19 days |
| United Kingdom | 4–10 days | 4–9 days |
| United States | 4–13 days | 4–10 days |
| Canada | 5–16 days | 5–13 days |
| Australia | 4–14 days | 3–13 days |
| New Zealand | 4–14 days | 4–14 days |
Express is an optional paid upgrade for every country we deliver to. Your order gets priority handling: we pack it and hand it to the carrier within 24 hours on business days, and it goes by the fastest service available to your country, an express carrier wherever one serves your address. Its price is shown before you buy it. The times in the table count from dispatch, so where standard and express show the same range, express arrives sooner because it leaves sooner.
Shipping costs
Shipping costs depend on the offer: some offers include free shipping, others have a shipping cost. The cost for your order is always shown at checkout before you pay. You never pay a shipping cost you were not shown before paying.
Taxes and import duties
All prices include taxes and import duties. We ship duties and taxes paid (DDP): we handle customs, and there is nothing extra to pay on delivery.
If a carrier ever asks you to pay import taxes, duties or customs fees for a Kisora parcel, please contact us before paying. If you have already paid them, send us the carrier’s receipt and we refund them. This covers import taxes, duties and customs fees only, not other charges such as storage or redelivery fees.
Tracking
When your order ships, we email you a tracking link. You can also follow your parcel on our Track your order page. The first tracking update usually appears within 24–48 hours of dispatch. If an add-on ships separately, you get a tracking link for each parcel.
Late, lost or damaged parcels
Your parcel is our responsibility until it is delivered to you.
- Late: if your parcel hasn’t arrived by the last day of the delivery estimate, contact us. We check with the carrier. If the parcel is lost, or can’t be delivered within a reasonable extra time, we send a replacement or refund you in full.
- Shown as delivered, but not there: please check with your neighbours, your building’s reception and your mailbox, and look for a note from the carrier. Then contact us. We open an investigation with the carrier and may ask you to confirm in writing that you did not receive the parcel. If the carrier confirms delivery to your address (with a signature, a photo or its delivery record), we treat the parcel as delivered and share that evidence with you. If it can’t confirm that and the parcel can’t be found, we send a replacement or refund you in full. Your legal rights are not affected.
- Damaged in transit: send us a photo of the item and the packaging. We replace the item or refund you, usually without needing it back. We may ask for more photos or, in some cases, for the item back, at our cost. Please tell us as soon as you can, so we can claim from the carrier.
- Address problems: please check your address at checkout. If a parcel can’t be delivered because the address was wrong or incomplete, or because it wasn’t collected, we contact you to arrange a new delivery. We may charge for the new delivery, and we tell you the amount first.
Returns
Our 30-day return promise
You can return any item within 30 days of delivery, for any reason. This promise is voluntary. It comes on top of your legal rights and never replaces or limits them.
How the 14 days and the 30 days work together
If you live in the EU, Norway or the UK, the law gives you 14 days from delivery to withdraw from your purchase. On top of that, our voluntary promise runs until day 30, with its own terms from day 15 (see the table). Within the first 14 days, we always treat a return as a legal withdrawal, so you get everything the law gives you.
| Days 1–14 after delivery | Days 15–30 after delivery | |
|---|---|---|
| What applies | Your legal right of withdrawal | Our 30-day return promise |
| Reason needed | No | No |
| What we refund | The product price and the standard delivery cost you paid | The product price |
| Return shipping (change of mind) | Paid by you | Paid by you |
- The days count from the day after delivery. If your order arrives in more than one parcel, for example with an add-on that ships later, they count from the day after the last parcel arrives.
- If you chose express shipping, we refund the cost of standard delivery, not the extra cost of express.
- For returns under our promise (days 15–30), the parcel travels at your risk until it reaches us, and we refund once it has arrived and been checked.
- Add-ons are separate purchases with the same rights. You can return them with your order or on their own.
How to return an item
- Tell us within the period. Use the “Withdraw from contract” button below or email [email protected]. Include your order number. Any clear statement works, for example “I withdraw from my order 1234.” You don’t need to give a reason or use the model form.
- Send the item back within 14 days of telling us, to our returns address: Kisora Returns, Partizanų g. 190a, Unit 59, LT-50326 Kaunas, Lithuania. Put a note with your order number in the parcel. Please don’t send returns to our company address in Dubai: Kaunas is much closer and cheaper for you.
- Pack it securely and keep the receipt. Use a tracked service and keep the receipt as proof that you sent it. Under our 30-day promise (days 15–30), the parcel travels at your risk until it reaches us.
- Get your refund. See Refunds below.
Withdraw from contract
Use this button to withdraw online. It works for your whole order or for single items, add-ons included.
Refunds
- We refund to your original payment method, in the currency you paid. We don’t charge any fee for a refund.
- Withdrawal (days 1–14): we refund within 14 days of the day you tell us, including the standard delivery cost you paid. We may wait until we have received the item, or until you have shown us that you sent it, whichever comes first.
- Our 30-day promise (days 15–30): we refund the product price within 14 days of receiving and checking the item.
- Each add-on is refunded as its own payment, so you may see more than one refund on your statement.
- How long your bank or payment provider takes to show the refund depends on them.
Condition of returned items
You can check an item the way you could in a shop: unpack it, look at it, feel the surface and the weight, and see how it fits your kitchen. Cutting on a board or using it with food goes beyond checking: that is using it.
If an item comes back used, you pay for its loss in value, and we deduct that from your refund. A board that has been cut on or used with food can’t be sold again as new, so its loss in value can be as much as the price you paid for it. If we deduct anything, we tell you how much and why.
Please return the item complete, with any accessories and, if you still have it, the original packaging.
Returning part of an offer
Some offers depend on how many boards you buy, such as a lower price per board or a free item from a certain number of boards. If you return part of such an order and keep fewer boards than the offer needs:
- the free item has to come back with the return, unused, or we deduct its regular price;
- for returns under our 30-day promise (days 15–30 after delivery), the boards you keep are charged at the price per board of the offer they still qualify for, and we refund the rest. In the first 14 days, you get back what you paid for the boards you return.
If you return the whole order, this doesn’t apply. The details are in our Terms of Sale.
Damaged or faulty items
If an item arrives damaged or wrong, or develops a fault, contact us with your order number and, if you can, a photo. We replace the item or refund you, usually without needing it back. We may ask for more photos or, in some cases, for the item back, at our cost. A photo helps us resolve it quickly, but your legal rights don’t depend on it. By law you can choose a repair or a replacement, and choosing a repair gives you a one-time 12-month extension of the legal guarantee.
Every product comes with the legal guarantee, which lasts at least 2 years from delivery, and longer in some countries. Normal wear, such as fine knife marks, and damage from misuse are not defects. See the FAQ and our Terms of Sale.
If you bought the 5-year warranty, its terms are in our Terms of Sale.
Your legal right of withdrawal
The official withdrawal information and model withdrawal form for the EU and Norway, and the cancellation information and model cancellation form for the UK, are on our Withdrawal information page. We also send them with your order confirmation.
Regional differences
The text above is our policy for the EU and Norway. Where something is different for your country, you’ll find it below.
United Kingdom
- Your right to cancel works the same way: 14 days from delivery, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The UK cancellation information and model form apply.
- We refund a cancellation within 14 days of receiving the item back, or of you showing us that you sent it, whichever comes first. Returns under our 30-day promise (days 15–30) are refunded within 14 days of receiving and checking the item.
- Returns go back to our returns address in Kaunas, Lithuania, so international postage applies when you pay for return shipping.
- If an item is faulty, your rights under the Consumer Rights Act 2015 apply.
- Nothing in this policy affects your statutory rights.
Switzerland
- Swiss law gives no legal right of withdrawal for online purchases, so the 14-day rules above don’t apply. Our 30-day return promise does: you can return any item within 30 days of delivery for a refund of the product price, paid within 14 days of us receiving and checking the item.
- The legal guarantee is 2 years from delivery, under the Swiss Code of Obligations.
United States
- US law gives no legal right of withdrawal, so the 14-day rules and the official withdrawal information don’t apply. Our 30-day return promise does: tell us within 30 days of delivery, send the item back within 14 days of telling us, and we refund the product price within 14 days of receiving and checking it.
- If we can’t dispatch your order within the time stated, we email you the new date, and you can cancel for a full refund.
- The 2-year legal guarantee described above is EU law. If an item arrives damaged, faulty or wrong, we replace it or refund you, and your rights under the law of your state apply.