Contact
One address, [email protected], and one page that will answer most questions faster than we can. There is no phone number and no call centre — everything runs by email, so both sides keep a written record of what was said.
About an order you have placed
The quickest route is the tracking link in your order confirmation email. It opens your order directly — no password, because there is no account to have one. If you have lost the email, send us the order reference (it looks like KIU-7F3K2M) and the address you ordered with at [email protected], and we will open it for you.
The page shows what stage the order has reached, what was on it, what you paid, the town and postcode it is going to, and an estimated arrival date where we can give one. Deliveries run Monday to Friday.
Underneath all that is a message box tied to that one order. Anything you write there arrives with the order attached, so nobody has to work out which order you mean, and it is the fastest way to reach us about a delivery, a change or a problem. We reply by email. Send several in a row and the box will ask you to wait a few minutes — that is a spam guard, not us ignoring you.
Writing to us instead
[email protected] reaches the same place. If it is about an order, four things save a round trip:
- Order reference
- KIU- followed by six characters. It is on your confirmation email.
- The email you ordered with
- If you are writing from a different address, tell us which one the order was placed with.
- Which items
- Names and quantities. An order can be split across more than one line of the same thing.
- What you would like to happen
- A refund, a replacement, a change of address, or an answer. Say which and we will not have to ask.
If something arrived damaged or wrong, a photograph is worth several paragraphs. Send it as an attachment.
What to expect back
Kiuki is a small operation. We would rather not publish a response time we cannot keep on a bad week, so we are not going to give you one. What we can tell you is that order messages and email land in the same inbox, a person reads them, and orders that have already been paid for are dealt with first.
Two things do carry a commitment. If you are cancelling an order and it contains anything supplied by The Good Grocer, we will send you the return address within one working day — see where to send it. And we reply to brand claims within two working days.
Some things live on their own page
Your cancellation rights, how long you have, and where a parcel goes back to are all set out on Returns & refunds. Read it before you send anything back — where it goes depends on who supplied it.
What we hold, who it goes to, and how to ask for a copy or a deletion is on Privacy. Data requests are worth sending by email so there is a record.
Delivery charges, the areas we can reach and the terms you buy under are on Terms.
If you make something we sell and want control of its page, start at Claim your brand rather than by email.
Who you are dealing with
- Trading name
- Kiuki, at kiuki.com
- Company
- Kiuki Ltd, registered in England & Wales
- Company number
- 13217195
- Registered office
- 20–22 Wenlock Road, London N1 7GU, United Kingdom
- [email protected]
- VAT
- Kiuki Ltd is not registered for VAT. Prices carry no VAT and we cannot issue a VAT invoice.
Kiuki Ltd is the seller on every order. Our suppliers pack and send the parcels, and one of them is given your name, delivery address and email address so the parcel can be delivered and you can be told it is coming — set out in full in our privacy notice. Your contract is with Kiuki, and any problem with an order is ours to fix.
The registered office is an address for formal correspondence. It is not a shop, it is not a warehouse, and nothing should be sent back to it — see Returns & refunds first.
What we will never ask you for
Card details are typed into fields belonging to Stripe, our payment processor, and never reach a Kiuki server. We hold no card numbers, so we will never ask you for one — not by email, not on the phone, not to “verify” anything. If a message claiming to be from Kiuki asks for card details, a password or a payment by transfer, it is not from us.
Email from us comes from [email protected]. We send order confirmations, refund notices, a back-in-stock alert if you asked for one, an acknowledgement if you claim a brand, and — if you leave a basket behind at checkout — a single reminder. That reminder is the only email that is not strictly about an order or something you asked for. It is sent once and never repeated, every reminder carries a one-click link that stops them for good, and the checkout page tells you we may send one before you type your address. There is no newsletter and no marketing list beyond that.