Shipping Policy - Free UK Delivery

Last updated: 18 October 2026

1. Key Information

Order cut-off time: 2:00 PM (UK time)
Processing time: 1 - 2 days (Monday to Friday)
Delivery time: 2 - 5 days (Monday to Friday)
Total delivery time: 3 - 7 days (Monday to Friday) from your order
Shipping cost: free on every order, no minimum order value
Delivery area: United Kingdom only
Carrier: Royal Mail Tracked for standard parcels, DPD for larger and heavier boxes - always with a tracking number

2. Where we deliver

Kayson delivers to addresses in the United Kingdom only - England, Scotland, Wales and Northern Ireland, including the Highlands and Islands, at no extra cost. We do not currently ship outside the UK, so the checkout accepts UK delivery addresses only. We cannot deliver to BFPO addresses.

3. Processing and delivery times

You receive an order confirmation by e-mail as soon as you place your order. Orders placed by 2:00 PM (UK time), Monday to Friday, are processed and prepared for dispatch the same day; orders placed after the cut-off time, at weekends or on UK bank holidays are processed the next day (Monday to Friday). Processing and handover to the carrier take 1 - 2 days (Monday to Friday).

When your parcel has been handed to the carrier, we send you a dispatch confirmation with your tracking number. Standard parcels travel with Royal Mail Tracked; larger and heavier boxes (most fire pits, the fire globe and the freestanding and twin-head heaters) travel with DPD, who send you a one-hour delivery window on the day. Delivery usually takes 2 - 5 days (Monday to Friday), so the total delivery time from your order is 3 - 7 days (Monday to Friday).

4. Shipping cost

Delivery is free on every order to a UK address - there is no minimum order value and no surcharge for large items or remote postcodes. The price shown on the product page is the total price you pay; nothing is added at checkout.

5. Packaging and large items

Every order is packed in a strong cardboard carton with paper padding. Fire pits and freestanding heaters are delivered in one box, with legs, poles or posts packed separately where needed; the tools and fixings for the final assembly are in the box. Boxes can weigh up to 23 kg packed, so please make sure someone can take them in - if you are out, DPD lets you choose another delivery day, a safe place or a DPD Pickup point, and Royal Mail leaves a card so you can rebook or collect.

6. Wrong address or undeliverable parcels

Please check your delivery address carefully at checkout. If you notice a mistake, e-mail us at contact@kayson.shop as soon as possible - we can change the address at any time before dispatch. If the carrier cannot deliver a parcel (incomplete address, nobody home and the parcel not collected from the local Delivery Office or DPD Pickup point), it is returned to us. We will then contact you and either send the order again free of charge or give you a full refund, as you prefer.

7. Delays

At peak times, in extreme weather or during industrial action, deliveries can take longer. If your order has not arrived after the maximum total delivery time, please wait 2 more days (Monday to Friday) and check the tracking. After that, contact us by e-mail at contact@kayson.shop or by phone on +44 7751 172333 with your order number - we will investigate with the carrier straight away.

8. Order tracking

Every parcel can be tracked. Use the link in your dispatch confirmation e-mail, our Track Your Order page, Royal Mail Track your item or DPD parcel tracking, or My Account > Orders.

9. Cancelling an order

You can cancel your order free of charge at any time before it is dispatched. E-mail us at contact@kayson.shop with your order number and the subject "Cancellation". Once the order has been dispatched, you can still return it under your statutory right to cancel or our 90-day returns policy.

10. Damaged or wrong items

If your order arrives damaged or you received the wrong item, please contact us with your order number and a few photos of the item and the packaging. We will send a replacement or give you a full refund, and the return is free for you. Your statutory rights under the Consumer Rights Act 2015 are not affected.