KALM · Booking terms
These are the terms you accept when you book. They are written to be read, not skimmed past.
Version v1.0, in effect from 2026-08-05. The version you accepted stays recorded with your booking.
KALM is a delivery service operated by OLIVER'S CRAFT LTD, trading as KALM, of Grange, Vicarage Road, Deopham, Norwich, NR18 9DR, United Kingdom. Company number 16491542. VAT registration number 501143455.
One company, two names: Oliver's Craft is the shop and KALM is the delivery service, and both are this same UK company. Your invoice comes from Oliver's Craft Ltd whichever name you booked under.
You can reach us at hello@kalm.oliverscraft.com.
When you book a delivery, your contract for that delivery is with us. We price it, book it, produce the paperwork the destination country requires, pay the delivery company ourselves, and stay your point of contact until it arrives.
We are not acting as your agent and we are not simply passing a delivery company's price on to you. We buy the carriage and we sell you a delivery, at our own price. That matters for a practical reason: you deal with us, not with them.
The parcel itself is carried by a delivery company. Deliveries inside South Africa are carried by CourierIT; every other route is carried by FedEx. Their own published conditions of carriage govern the physical transport — how long it takes, what happens during a service interruption, and the most they will pay if a parcel is lost or damaged.
We tell you which company is carrying your parcel and give you its tracking reference.
Our price is the actual charge made by the delivery company for your parcel, plus 15%. The 15% is what we earn for arranging, documenting and supporting the delivery, and it includes VAT — no VAT is added on top of it.
So if a delivery company charges £100.00 for your parcel, you pay £115.00. Of that £15.00 we keep, £2.50 is VAT at 20% and £12.50 is our margin. You are shown the total before you pay, and it is the total.
You give us a payment method and keep it on file. We need it for two reasons: to take payment for the booking, and to settle a later adjustment from the delivery company. You can change it at any time from your account.
A delivery company can adjust a charge after collection if the real parcel differs from the one you described — most often a different weight or size, a corrected address, storage, or a redelivery. Where that happens we charge the difference to your saved payment method and tell you the amount and the reason.
We only ever recover an adjustment that appears on the delivery company's own billing record, and you can ask us to show it to you. Above a set amount nothing is charged automatically at all: the adjustment stops, we look at it, and we come to you.
We will never email or message you a link to pay. If a message claiming to be from us asks you to follow a payment link, it is not from us. Anything you owe is shown on your own account pages, where you signed in.
You are responsible for the accuracy of what you tell us about the parcel: what is inside it, what it is worth, what it weighs, how big it is, and the collection and delivery addresses.
For a delivery that crosses a border, the description, value, material, intended use, country of manufacture and classification you give us are used to make a declaration to customs authorities in your name. You confirm they are complete and truthful as far as you know.
We never fill in a customs detail you have not given us. If something required is missing we ask you for it rather than guessing, which is why a booking can pause on a question — that is us refusing to declare something nobody told us. Some details can be given after you book; a few must be there before the paperwork can be produced, and we say which.
If a declaration turns out to be wrong and a customs authority charges a penalty, holds the parcel or refuses entry, the costs of that fall to you. We tell you what happened and what your options are.
We do not carry anything prohibited by the delivery company, by the export rules of the country the parcel leaves, or by the import rules of the country it enters. Restricted goods — the kind needing a licence, a permit or special handling — need our written agreement before you book.
We will not carry anything connected to Russia. That includes goods of Russian origin, goods containing Russian-origin materials, a Russian sender, a Russian recipient and a Russian delivery address. This is refused at the moment you book, not discovered later.
We check senders, recipients and goods against published sanctions lists. If that check cannot be completed, the booking stops and we look into it before anything moves — we would rather hold a parcel than carry one we could not check.
Import duties and taxes only arise when a parcel crosses a border, and there are three cases.
For a delivery from one country to another, the person receiving the parcel pays the import duties and taxes. The delivery company collects them at the destination, and they are separate from what you pay us.
For a delivery within the United Kingdom, there are none to pay: nothing is being imported, and on an Oliver's Craft order UK VAT is already included in the price you were shown.
For a delivery within South Africa, there are none to pay either. Duties and taxes on those goods were already paid when they were brought into the country, so nothing further is charged on delivery.
Any duty or tax figure we estimate for you before you pay is an estimate. The final amount is decided by the customs authority in the destination country and can differ.
If the recipient refuses or delays paying import charges and the delivery company bills those charges back to us, we may recover them from you together with any return or storage costs that refusal caused. We tell you the amount and why before we take it.
You are responsible for packing the parcel so it survives normal handling, attaching the label we give you, and having it ready at the collection address at the time agreed.
Any delivery date or transit time we show you comes from the delivery company, not from us. It is their estimate and it is not a guarantee: customs inspections, weather and local access all move it. Where a delivery company gives us no date for your route, we show you no date rather than an invented one.
If nobody is available to accept the delivery, the delivery company's own rules on redelivery, holding and return apply. Costs arising from a refused or undeliverable parcel are recoverable under section 3.
Tracking is on the delivery company's own website, using the same tracking number that is on the label. We do not run a tracking page of our own and we do not give your parcel a second reference: the number you see is the number they see.
We give you a direct link to it, and we send you an update when the parcel is collected and when it is delivered.
Tell us as soon as you can. A request can be opened by the person who booked the delivery, by the person who sent it, or by the person who received it, from the deliveries page.
Send us photographs, a short video, and anything showing what the goods were worth. Photographs taken on a phone are ideal, and a few seconds of video helps where damage is hard to photograph.
We never turn a request away for being late or for arriving without everything. If something is missing we tell you what it is and we open the request anyway.
Every request goes first to the person who booked the delivery, and it is their decision, or yours if you booked it, whether we take it to the delivery company or settle it between us. Plenty of problems are better solved directly and quickly, and nothing is sent to a delivery company without that decision being made.
If it is going to a delivery company, there is a deadline that is theirs and not ours: a person who received a parcel has seven days to get their claim to us for it to be sent on. That deadline applies only to a claim we are passing to a delivery company. A request handled directly with us has no deadline at all.
Cover for loss and damage is included on the delivery company's account, at the level their conditions set. We do not sell separate insurance and there is no extra cover to buy from us.
We prepare the claim, send it, chase it and tell you where it has reached. We do not decide the outcome — the delivery company does, under their conditions of carriage.
Where a delivery company refuses a claim, we do not cover the loss ourselves. We are the middleman: we do everything we can to support you and to get a claim accepted, and we do not take on responsibility for damage or loss in transit. That is why we tell you what the delivery company's own cover is worth before you book something valuable, and why we will always tell you when we have run out of things to try rather than leaving you waiting.
Nothing in these terms limits liability that cannot be limited by law, including liability for death or personal injury caused by negligence, or for fraud. Nothing here affects rights you have under consumer law in your own country.
We are responsible for doing our own job properly: pricing your delivery honestly, booking it with a company that serves your route, producing the paperwork correctly from what you told us, and keeping you informed.
We are not responsible for the carriage itself. If a parcel is damaged, lost, delayed or held in customs, the delivery company's conditions of carriage and their cover decide what is paid, and section 9 explains how a claim is handled and what happens if it is refused.
We are not liable for indirect losses — lost profit, a lost contract, or the cost of a missed deadline — and we are not liable for a consequence of something you told us that turned out to be wrong.
Where we get our own part wrong, tell us and we will put it right.
You can ask to cancel before the parcel is collected, from the delivery's own page. If a label has already been produced we cancel it with the delivery company, and we refund what you paid us less anything they have already charged us.
We may cancel a booking ourselves if a detail turns out to be wrong, if the goods are prohibited or restricted, if a sanctions check fails, or if we cannot get information a customs authority requires. Where we cancel, we refund the delivery charge and tell you why.
We are the controller of the information you give us. We use it to price, book, document and track your delivery, to bill you for it, and to answer you about it. We give the delivery company and the customs authorities only what they need for that, and they act on our instructions.
We ask for the minimum the delivery and its paperwork require, and we do not ask for a detail your particular parcel does not need. Your account's information is kept separate from every other account, and your card details are held by the company that processes the payment rather than by us.
How long we keep things differs by what it is, because some of it we are required to keep. The record of a delivery and its customs paperwork is kept for seven years, which is what United Kingdom and South African tax and customs rules require. Raw tracking messages from delivery companies are cleared after ninety days. An identity document we needed for a declaration is removed after a year, while the detail it proved stays on the customs record. Sign-in sessions are removed ninety days after they expire. If you price a delivery and never book it, we clear the address and contact details from that unfinished quote after thirty days.
You can ask us what we hold about you, ask us to correct it, or ask us to delete it, at hello@kalm.oliverscraft.com. A deletion request covers everything we hold about you, and after we have carried it out we re-read our records to confirm it worked before we tell you it is done. Where a record has to be kept for a customs or tax obligation we tell you which one and why, rather than deleting it quietly or refusing without a reason.
If your details reached us from somebody else — because a friend, a shop or a business sent you a parcel — we tell you that in our first message to you, along with who gave them to us and what we are doing with them.
For deliveries involving South Africa, Oliver's Craft Ltd is the responsible party under the Protection of Personal Information Act, the delivery companies are our operators, and you can complain to the Information Regulator. In the United Kingdom and the European Union the same rights come from the UK GDPR and the GDPR. Full detail is published with our privacy information at /kalm/app-privacy.
This is version v1.0, in effect from 5 August 2026. It replaces version v0.1 of 28 July 2026.
The version and a fingerprint of the exact wording are recorded with every booking you make, so you can always see which terms applied to it. If we change these terms we publish a new version with a new fingerprint, and a booking you have already made keeps the wording it was made under.
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except where consumer law in your own country gives you the right to bring a claim there.
Wording reference 55dae2f353b3. The full reference is recorded with your booking, so you can always confirm which wording applied to it.