Shipping policy

Last updated: 02/09/2026

This Shipping Policy applies to orders placed with Blue Lantern Ltd, trading as Kan Jade, through https://kanjade.com.

Where we deliver

We currently deliver to eligible addresses within:

  • The United Kingdom

  • Australia

  • New Zealand

Any delivery restrictions applying to a particular address or product will be shown at checkout.

We do not currently deliver to countries other than those listed above.

Processing time

We normally prepare and dispatch orders within 1–2 working days after accepting the order and receiving successful payment authorisation.

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

Processing may take longer during busy periods, promotional events or circumstances outside our reasonable control. If a material delay affects your order, we will contact you using the details provided at checkout.

Processing time is separate from the estimated delivery time provided by the carrier.

UK delivery options and estimated times

The UK delivery services currently available may include:

  • Standard Delivery: estimated delivery within 3–5 working days after dispatch

  • Tracked Delivery: estimated delivery within 2–3 working days after dispatch

We currently use Royal Mail and Evri for UK deliveries. The carrier used for an order may depend on the delivery service selected, destination, parcel size, value and operational availability.

The delivery options actually available for your order will be displayed at checkout.

Australia and New Zealand delivery

Orders to Australia and New Zealand are sent using an international tracked delivery service.

  • International Tracked Delivery: estimated delivery within 7–10 working days after dispatch

International delivery times are estimates and are not guaranteed. Orders may occasionally take longer because of customs processing, local postal delays, severe weather, public holidays, carrier disruption or other circumstances outside our reasonable control.

Tracking information will be provided by email when the order has been dispatched. Tracking updates may take some time to become active after the parcel has been handed to the carrier.

Shipping costs

Shipping costs are calculated at checkout based on factors that may include:

  • The products in your order

  • The delivery address

  • The delivery service selected

  • Parcel size or weight

  • Any applicable shipping promotion

The delivery charge and total amount payable will be displayed before you place your order.

No delivery charge will be added after you place an order unless you expressly agree to it.

Customs duties, import taxes and international charges

Orders delivered outside the United Kingdom may be subject to customs duties, import taxes, handling charges or other fees imposed by the destination country.

Where any applicable duties or taxes are collected during checkout, this will be shown as part of the amount payable before you place your order.

Where duties, taxes or other import charges are not collected during checkout, the recipient is responsible for paying any charges imposed by the destination country or carrier.

Kan Jade does not control charges imposed by customs authorities or local carriers and cannot guarantee whether charges will apply to a particular order.

If a customer refuses to pay a required customs or import charge and the parcel is returned to us, we may deduct reasonable costs that we have incurred from any refund, where permitted by applicable law. Your statutory rights are not affected.

Order confirmation and dispatch

After placing an order, you will receive an order acknowledgement or confirmation at the email address provided during checkout.

We will send a dispatch confirmation when your order has been dispatched.

Where tracking is available for the selected delivery service, the dispatch email will include a tracking number or link. Tracking information may take some time to become active after the parcel is handed to the carrier.

Delivery addresses

You are responsible for providing a complete and accurate delivery address at checkout.

For international orders, please ensure that the address is written in the format used by the destination country and that any required postcode, state, territory or region is included.

Please check your address carefully before submitting the order. If you notice an error, contact support@kanjade.com as soon as possible.

We cannot guarantee that an address can be changed after an order has been accepted or dispatched.

If an order is returned to us because the address supplied was incomplete or incorrect, we will contact you. You may be responsible for reasonable redelivery costs where the failed delivery resulted from inaccurate information supplied by you. This does not apply where the delivery failure was caused by us or the carrier.

Receipt and responsibility for an order

Products remain our responsibility until they are delivered to:

  • You

  • A person identified by you to receive them

  • A safe place or neighbour authorised by you, where applicable

If you arrange for an independent carrier that we did not offer as a delivery option, responsibility may pass when the order is handed to that carrier, where permitted by law.

Safe-place and neighbour delivery

Depending on the carrier, destination and delivery service, you may be able to request delivery to a safe place or neighbour.

If you give the carrier specific authority to leave a parcel in a nominated safe place or with a nominated neighbour, delivery to that location or person may be treated as completed.

Please select only a location that you consider secure and appropriate.

Delayed international orders

International tracking may occasionally show limited or delayed updates while a parcel is moving between countries or awaiting customs processing.

If your order has not arrived within the estimated delivery period, please:

  1. Check any tracking information provided

  2. Check whether the local carrier has left a delivery notice

  3. Check any authorised safe place, nominated neighbour or collection point

  4. Confirm that the delivery address in your order confirmation is correct

  5. Contact us at support@kanjade.com

We will investigate the delay with the relevant carrier and keep you informed where reasonably possible.

A delay caused by customs processing does not necessarily mean that a parcel has been lost.

Delayed UK orders

If your UK order has not arrived within the estimated delivery period, please:

  1. Check any tracking information provided

  2. Check whether the carrier has left a delivery notice

  3. Check any safe place or nominated neighbour

  4. Confirm that the delivery address in your order confirmation is correct

  5. Contact us at support@kanjade.com

We will investigate the delay with the carrier and keep you informed where reasonably possible.

If delivery by an agreed date was essential, or if we fail to deliver within an appropriate additional period provided by you, you may have the right to cancel the order under applicable consumer law.

Lost orders

If tracking indicates that an order has been delivered but you cannot locate it, contact us promptly at support@kanjade.com.

We may ask you to confirm relevant delivery information so that we can investigate with the carrier.

If an order is confirmed as lost before responsibility has passed to you, we will offer an appropriate remedy, which may include replacement or refund.

Your statutory rights are not affected.

Damaged parcels or incorrect products

If an order arrives damaged, or you receive an incorrect product, contact us as soon as reasonably possible at support@kanjade.com.

Please include:

  • Your name

  • Your order number

  • A description of the problem

  • Photographs of the product and packaging, where reasonably possible

Photographs may help us investigate the issue but are not an absolute condition of your statutory rights.

Please retain the product and packaging until we provide further instructions.

Failed delivery and uncollected parcels

If a delivery attempt is unsuccessful, the carrier may:

  • Attempt delivery again

  • Leave the parcel in an authorised location

  • Deliver it to a collection point

  • Request payment of applicable customs or import charges

  • Return it to us

Please follow the carrier’s instructions within the stated collection, payment or redelivery period.

If a parcel is returned because it was not collected, required customs charges were not paid, or delivery could not be completed for a reason outside our control, we will contact you.

We may charge or deduct reasonable return or redelivery costs where the failed delivery resulted from your failure to collect the parcel, pay applicable import charges or follow the carrier’s reasonable instructions, where permitted by applicable law.

This does not affect your statutory cancellation or refund rights.

Packaging

Kan Jade orders are packaged with reasonable care to protect the jewellery during delivery.

We aim to use packaging that is suitable for the product and delivery method while avoiding unnecessary packaging where reasonably possible.

International parcels may include customs declarations and other shipping documentation required by the destination country or carrier.

International returns

Customers in Australia and New Zealand may return eligible products in accordance with our Refund and Returns Policy.

Unless a product is faulty, damaged or incorrectly supplied, customers are responsible for arranging and paying for tracked return delivery to the United Kingdom.

Original international delivery charges and any customs, import or handling charges are non-refundable, except where otherwise required by applicable law.

Please contact us before returning an international order so that we can provide the correct return instructions and address.

Returns

Further information about cancellations, returns and refunds is available in our Refund and Returns Policy.

Our registered office at 71–75 Shelton Street is not a returns facility. Please do not send products or returns to that address.

Contact us before returning a product so that we can provide the correct return instructions and return address.

Contact information

This Shipping Policy is provided by:

Blue Lantern Ltd, trading as Kan Jade
Company number: 16874990
Registered in England and Wales
Email: support@kanjade.com

Registered office: 71–75 Shelton Street, Covent Garden, London, England, WC2H 9JQ.

The registered office is used for statutory company purposes. It is not a retail shop, customer-service location or returns facility.