How long will my order take to arrive?
We aim to dispatch all orders within 1–2 working days.

• UK: 1–3 working days after dispatch
• Europe: 1–4 working days
• International: 7–14 working days

Do you ship internationally?
Yes, we ship worldwide from fulfilment centres in both the UK and Europe, helping to reduce delivery times and our carbon footprint.

Who do you ship with?
We use trusted, tracked couriers including:

• UK: Royal Mail, DHL
• France: Chronopost / Amazon Fulfilment
• EU: UPS
• USA: UPS Expedited & UPS Priority

Do you offer free shipping?
Yes. Free shipping is available to some destinations when your order reaches a minimum value. This is clearly shown in your cart at checkout.

Will I be charged customs or duties?
For international orders, local customs charges or import duties may apply. These are the responsibility of the customer.

What is your returns policy?
You can return unused items within 30 days of delivery. Items must be in their original condition and packaging. Contact us at hello@kuishi.com to begin a return.

Do you offer exchanges?
No, we do not offer exchanges. If you would like a different item, please return the original item for a refund and place a new order.

What if my item arrives damaged or incorrect?
Please contact us within 7 days of receiving your order, ideally with photos. We’ll resolve the issue quickly.

Do your bottles come with pumps or spray tops?
Yes. All of our dispensers come complete with your choice of pump or spray top. You can select your preferred finish during checkout.

What’s the difference between a foaming pump and a standard lotion pump?
Foaming pumps are designed for diluted liquid soap and create a lather as you pump. Lotion pumps are ideal for thicker liquids such as shampoo, conditioner, or body lotion. They are not interchangeable.

Are your labels waterproof?
Yes. Our printed bottles feature permanent designs that are waterproof and resistant to heat and moisture — perfect for bathrooms and kitchens.

Can I use essential oils in your bottles?
Yes. Our glass bottles are suitable for products containing essential oils. We recommend regular cleaning and avoiding oils with strong solvent properties, as they may degrade plastic components over time.

How do I clean the bottles?
Rinse bottles with warm soapy water. Avoid placing pump or spray tops in the dishwasher, as heat can damage internal parts.

Are the bottles recyclable?
Most of our glass bottles are made from up to 45% recycled glass and are fully recyclable. We encourage reuse wherever possible — they’re made to last.

Can I mix bottle sizes in a wall holder?
Yes. Our wall holders are fully adjustable to fit most bottles between 200ml and 500ml. Just check the product description for compatibility.

How do I clean my glass bottles?
Rinse with warm soapy water. We recommend avoiding harsh chemicals or abrasive cloths to preserve the glass finish.

Can I put the pump tops or sprays in the dishwasher?
No. Please hand wash pump and spray tops only — the high heat from dishwashers may damage internal components.

How do I maintain the metal pump finishes?
To keep the finish looking its best, wipe gently with a damp cloth and dry after use. Avoid prolonged exposure to standing water or harsh cleaning agents.

Are stainless steel pumps suitable for all products?
We recommend using pH-neutral products with stainless steel pumps to prevent corrosion and maintain long-term performance. Avoid acidic or highly alkaline formulas where possible.

What should I do if my pump stops working?
Pumps can clog if left unused. Try rinsing the pump in warm water to clear any blockages. If the issue persists, we offer replacement parts — just get in touch.

Do the pumps come with a warranty?
Yes. All of our pumps are covered by a 12-month warranty, ensuring peace of mind for everyday use. If you experience any issues, contact us and we’ll be happy to help.

Are stainless steel pumps suitable for all products?
We recommend using pH-neutral products with stainless steel pumps to prevent corrosion and maintain long-term performance. Avoid acidic or highly alkaline formulas where possible.

What should I do if my pump stops working?
Pumps can clog if left unused. Try rinsing the pump in warm water to clear any blockages. If the issue persists, we offer replacement parts — just get in touch.

How do I maintain the metal pump finishes?
To keep the finish looking its best, wipe gently with a damp cloth and dry after use. Avoid prolonged exposure to standing water or harsh cleaning agents.

What should I do if my pump stops working?
Pumps can clog if left unused. Try rinsing the pump in warm water to clear any blockages. If the issue persists, we offer replacement parts — just get in touch

Looking to check if an item is in stock?

Our website does display live stock levels, but most items are available and ready to ship. On the rare occasion that a product is unavailable, we will be in touch, usually within 24 hours, to give you the option to amend, cancel, or wait for your order.

What happens if goods are out of stock?

If an item in your order is unavailable, we will email you promptly to let you know and provide an estimated restock date.

Where possible, we may also suggest suitable alternatives. You can then choose whether to amend your order, cancel some or all items, or wait for the product to return. If preferred, you may also receive your order in two separate shipments at no extra cost.

Do you offer pre-ordering?

Yes. When an item is out of stock but expected back soon, you can place a pre-order directly through the product page. An estimated shipping date will be provided so you know when to expect your order.

If anything changes, we’ll keep you updated by email and give you the option to wait, amend, or cancel your order at any time.

Where are your products made?
Most of our glass bottle range is made in the UK and Europe from up to 45% recycled glass, supporting mindful manufacturing and reduced waste.

What materials do you use?
We focus on durable, sustainable materials:

• Glass Bottles: Recycled glass, made to be refilled
• Pumps & Sprays: BPA-free plastic or stainless steel
• Wall Holders: Long-lasting 304-grade stainless steel

Are your products refillable?
Yes. All Kuishi bottles are designed to be refilled and reused, helping reduce single-use plastic waste.

Is your packaging sustainable?
Yes. All orders are packed using plastic-free, recyclable materials, including FSC-certified boxes and paper-based tape.

What is your carbon impact?
We calculate Kuishi’s total carbon footprint and offset 20% more than we emit, making us carbon positive. We continually review and improve our processes to reduce emissions across all areas of the business.

Do you provide tools to help others reduce waste?
Yes. Our free Sustainability Impact Calculator helps hospitality partners measure the environmental benefit of switching to refillable dispensers — from plastic bottles saved to carbon reduced.

Is Kuishi a certified B Corporation?
Yes. Kuishi is a Certified B Corporation, independently verified to meet high standards of environmental, social, and ethical performance. It’s part of our ongoing commitment to using business as a force for good.

Do you pay the Living Wage?
Yes. Kuishi is a Living Wage Employer, ensuring fair and respectful treatment across our operations and supply chain.

What does B Corp certification mean for your customers?
It means we prioritise accountability, sustainability, and ethical practice in everything we do, from product sourcing to the way we treat people. Our decisions are based on long-term impact, not just profit.

Do you offer trade or wholesale accounts?
Yes. We work with hotels, spas, interior designers, and retailers. You can [sign up for a trade account here] or email us to discuss your project.

Can I personalise my order?
We offer custom printing on bottles and holders for hospitality and retail orders. Minimum order quantities apply, please contact us for details.