frequently asked questions
We have experienced last minute delay to some items . The stock is available as pre-order and is in limited supply. To avoid missing out please add to bag & checkout as normal way - these will be shipped to you the moment they arrive in our warehouse. The expected delivery timings highlighted on some products are ‘worst case scenario’ date to your home, we aim to deliver them sooner.
We do our best to ship orders as quickly as possible. Generally, orders placed before 2pm are shipped on the same day. However, during busier periods, it may take 1 - 3 business days to fully process and ship your order.
Yes, we ship worldwide!
Please note however, that some countries may charge Duties and Taxes which would be collected upon delivery. It is the recipient’s responsibility to determine if these fees apply and to pay them.
To provide affordable shipping rates, we use a variety of reliable carriers depending on the destination. The shipping companies which we work with include Royal Mail and DPD.
UK Delivery times are normally 1-3 working days depending on carrier and destination.
We also have an Express Next delivery option for order placed before 2pm.
Once your order has been shipped, you will receive an email with your tracking information. Additionally you can see the status of your order by logging in to your account.
We will do our best to help and amend your order for you. However, this is only possible if your order has not been processed yet. We recommend you contact us immediately if you wish to make changes to your order at firstname.lastname@example.org.
Returns and exchanges
KIT LONDON has a 28 days return policy. KIT LONDON has an easy return procedure. All goods must be returned* with the order number and order date. KIT LONDON is not responsible for shipping costs that may incur regarding the return of a product. We recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.*
Both the packaging and the items themselves must remain intact, unworn and unwashed. We cannot refund or exchange items where tickets or tags have been removed. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.
1. Click the Online Return form here or if you prefer contact us at email@example.com.
2. Please fill in the online form, and send along with the items you want to return or exchange.
3. Please send the package to: C/O KIT LONDON, Charles Kendall Freight, Unit 2 Alpha Park, School Close, Chandlers Ford, Southampton, Hampshire, SO53 4BX.
KIT LONDON earrings jewellery is non-refundable due to hygiene reasons.
Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If the return is approved, we will initiate a refund to your credit card or original payment method. You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
If you require a different size or colour of the same item, please follow the returns procedure here and return the item including a completed Returns Form requesting the different size/colour and we'll do our best to get one out to you upon receipt. If the new size/colour is unavailable we will refund your order and email to inform you.
Part of order is missing: regrettably mistakes can happen. If you have received your order and an item is missing, please first check your dispatch note for any indication that the item is being dispatched separately. If there is no indication on the dispatch note about your missing item, please email firstname.lastname@example.org within 5 working days of receiving your parcel. Unfortunately, due to insurance & carrier restrictions we will be unable to assist if you do not contact us within that time period.
Faulty or incorrect items sent from within the U.K.
If the item you received is faulty or not what you originally ordered, please complete your return form and return to the address above. Due to technical processes used, it is imperative that each individual garment’s washing instructions are adhered to exactly as stated on the care label. Each garment is wash-tested thoroughly and quality-checked on each production batch prior to leaving the supplier. We cannot accept returns that have been soiled, torn or damaged due to incorrect washing or use.
Return postage charges are non-refundable unless your order was faulty or incorrect.
INTERNATIONAL RETURNS AND EXCHANGES
International Return postage If you are returning a non-faulty item, then the cost of returning the item to us is your responsibility. Please note the item is your responsibility until it reaches us; for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
We cannot refund returned items lost in the post. Please contact our customer service team by email at email@example.com to book in the faulty/incorrect return.
If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains “returned goods” or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our clothes.
Faulty or incorrect items sent from outside the U.K
If you think the item you received is faulty or incorrect, please contact our customer service team by email at firstname.lastname@example.org to book in the faulty/incorrect return. We will then advise and assist you with the return.
Please include as many details as possible about the fault. Please feel free to email us if you need any further information: email@example.com
At KIT London we are largely paperless. Please click RETURNS at the bottom of the page and follow the instructions. We have made it as easy as possible for you and the cost of the return will simply be deducted from your refund using our partner service Collect +.
Exchanges are subject to availability. We will happily exchange your item if it is in stock, but if the item which you require an exchange for is out of stock, we will contact you offering a refund or an alternative. Exchanges are shipped free of charge so you will not need to pay for delivery twice.
Yes, you can return any item providing that it is in its original condition and with the labels still attached.
Once a return package is received, it may take 2-5 business days to process. Once the return has been approved, the exchange/ refund will be processed. Please note, refunds may take 2 to 10 business days to post back into your account.
A label will automatically print the Returns address from the Return portal here at your Collect+ store, or find it below:
C/O - KIT LONDON, Charles Kendall Freight,
Unit 2 Alpha park,
SO53 4BX. UK
We accept the following forms of payment: Visa, MasterCard, American Express, PayPal and Apple Pay.
Your credit or debit card will be charged as soon as you place your KIT LONDON order.
PRODUCTS & SIZING
Generally, our products are true to size.
No, we don’t currently offer gift boxes.
When making a purchase on our KIT LONDON website, you can redeem the value of an E-gift card by entering the unique code at checkout. This code isn't case sensitive.
An E-gift card holds a balance, which can be spent over more than one order. E-Gift card balances are applied to the total value of an order, which can include taxes and shipping.
During checkout, click the "Add a discount code or a Gift Card" option to indicate that you want to enter a E-Gift Card code for payment. The option to add a E-Gift card for payment appears on checkout only when there are active gift cards.
For Full Gift Card Purchase Terms click here.
You can redeem your E-Gift Card online at KIT LONDON website ( kit-london.com ) only.
You may not use your E-Gift Card to purchase KIT LONDON products from any of the following:
+ Any other Third party platforms.
Your E-Gift Card can be used as full or part payment for any purchases on. At the time of checkout, you will be prompted "Add a discount code or a Gift Card". Click on this and enter the unique code.
If you want to buy a E-gift Card for someone else, then you need to forward the E-gift Card code email to the recipient.
Please make sure you get their email address correct! If you get it wrong and the Gift card code is emailed to someone else who uses it before you contact us at firstname.lastname@example.org, there’s not much we can do.
Of course you can! If you return an item you bought online using a E-Gift Card, we’ll refund the amount and issue a new E-Gift Card code.
If you paid with a combination of E-gift Card and another payment method, we'll refund the alternative payment method first and then the remaining amount will be credited to your new E-gift Card ready for you to spend.
Your replacement E-gift Card will have the same expiry date as your original gift voucher.
The original order is still associated with the original customer.
If you find that your unique E-Gift code is not accepted at checkout, check the serial number you've entered and try again. If you continue to experience any further difficulties, email us at email@example.com and please quote the order number associated with the E-Gift Card purchase.
KIT London E-gift cards are valid for 24 months from date of purchase. Following expiry, any remaining balance will be forfeited and you will not be able to reclaim the lost funds. See full terms and conditions here.
Unfortunately not, our E-Gift Cards are non-transferable and cannot be exchanged for cash.
No, as an online retailer we don't offer paper or physical Gift cards.