Shipping policy

Santoku Knives ("we" and "us") is the operator of (https://santokuknives.co.uk/)("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability, we try to maintain accurate stock counts on our website but from time-to-time, there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase.

In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping is free on all orders, worldwide.

3. Returns and Warranty

Returns are accepted within 180 days of receipt, provided the goods are complete and undamaged with the original packaging. Return shipping is paid by the customer unless otherwise agreed by us. Faulty items can be returned free of charge. Please see our Refund Policy for full details.

Every knife is covered by our lifetime warranty. Please see our Lifetime Warranty page for details.

4. Delivery Terms
4.1 Delivery Times
Orders are usually delivered within 7–12 business days of dispatch. Remote locations and very busy periods, such as Christmas, can take up to 15 business days. These are estimates, not guaranteed delivery dates; carrier or customs delays can sometimes take longer.
4.3 Dispatch Time
Orders are usually dispatched within 1–2 business days of payment from our fulfilment centres. Our warehouses operate Monday to Friday during standard business hours, except on national holidays when they will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address/Wrong Address Inputted
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. We are NOT held responsible for any incorrect address details inputted by the customer leading to items being lost or not delivered, the customer is responsible for checking their details when ordering and also in the confirmation mail. No refund will be given however we will try to help with reshipping if we can at the customer's expense.
4.5 P.O. Box Shipping
Santoku Knives will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.8 Delivery Time Exceeded 
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. You can also use our Track your order page.

6. Parcels Damaged In Transit 
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.

7. Duties & Taxes
7.1 Sales TaxSales
The tax has already been applied to the price of the goods as displayed on the website.
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country and Santoku Knives encourage you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Santoku Knives at the customers' expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy. If we have incurred any cost for this cancellation these will be passed on to the customer and not refunded.

9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed its investigation into the claim.

9.2 Process for parcel lost in transit 
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service
For all customer service inquiries, please email us at support@santokuknives.co.uk