FAQs

Please visit our new FAQ page for guidance on navigating our new website and the recent changes. If you need any further help, we are always here and happy to assist.

You can place an order online or by calling our Sales Team on +44 (0)1460 279800. For customer services or order queries, please press 1 so our care team can assist you. For product information or to book styling appointments, please press 2.

Once you have confirmed your order, we are unable to amend it. If you wish to cancel your order, please email sales@kettlewellcolours.co.uk (if your order has been processed in our warehouse or been dispatched, we will be unable to process a refund until we receive the parcel back).

No, we do not currently offer a gift wrap service.

Yes, we have the Kettlewell Colour Studio where you can pop in and try on Kettlewell clothes. Click here to learn more.

If you wish to cancel your order, please email our customer service team at sales@kettlewellcolours.co.uk

Yes, please inform us at the time of placing your order or complete the Alternative Delivery Address section online when you place your order.

You can follow the journey of your order following dispatch using the tracking number provided in your dispatch email.

Royal Mail or the selected courier company that we use will leave a “while you were out” note through your letter box. You will then be able to contact them to arrange collection or re-delivery of your parcel

Yes, we are able to do this. Please inform us at the time of placing your order or complete the Alternative Delivery Address section online when you place your order.

If you would like to return your order, please fill out the return form that came with the package. Make sure to include all the information requested on the form, such as the order number and the reason for the return. Once the form is complete, carefully seal the package and attach the shipping label that was also included with the package. Place the package in an appropriate shipping box and be sure to take the package to the post office or a courier service as soon as possible. If you have any questions about the return process, please contact our customer service team for assistance. We hope that you are completely satisfied with your purchase, but if you are not, we are here to help.

For UK returns, you can check the status of your return using the Royal Mail link in the receipt you receive from the Post Office when returning your parcel to us. Royal Mail tracking can be found at Track My Return

Yes, we extend our returns policy to ensure that any unwanted gifts can be returned after Christmas. We ask that any gifts are returned to us by 31 January in their original packaging and unworn for either a refund.

Yes, but our normal Returns Policy would still apply. If, for some reason, you/they would like to return something outside the returns period, please contact our Customer Care Team on (+44) 01460 279800 and we will suggest the alternatives available to you. You may return an unwanted gift to us for a refund. In the case of a request for a refund, this would made to the purchaser’s original method of purchase. We would require details of the original purchaser to process a refund.

Yes, sale items can be returned for refund. We would appreciate it if you can return your sale item within 14 days. Please see our returns policy.

We are very sorry for the inconvenience caused. Please contact our Customer Service Department by emailing sales@kettlewellcolours.co.uk

If you paid through PayPal but used your debit or credit card, your refund will go back into that card's account, this usually takes between 3-5 working days, but can take anywhere up to 30 days.
If you paid using your bank account, or PayPal balance, your refund will come back to your PayPal balance.
Please make sure your PayPal details are kept up to date to avoid any issues.

We cover the cost of returns within the UK.

We aim to process your return within seven days of receipt; however, in very busy periods this can take up to 14 days. Please be aware though, that your bank may take a further 7 days to show the transaction in your account, therefore we ask that you allow 21 days from the date we receive your return for the refund to appear.

No, you don't have to create an account. However, we strongly recommend that you create an account so that you can take advantage of the various benefits it offers. For example, you will be able to access your account easily the next time you visit us, and you will also be able to get personalized recommendations and services tailored to your needs. By creating an account with us, you will be able to make the most out of our services and save time in the future.

If you have forgotten your password, don't worry. You can easily reset it by clicking the 'forgot password' link. Once you click the link, you will receive an email with instructions on how to create a new password. Follow the instructions to set a new password that is secure and easy to remember. Remember to keep your password safe and never share it with anyone.

Select the colour and size you would like to order on the product page. If either size or colour is unavailable, a cross will show. If the item is available for pre-ordering, a message showing the expected delivery date will show above the ‘add to basket’ button. Alternatively, call our Customer Service Team on (+44) 01460 279800.

Although we do regular stock-takes and the level should be accurate, there is occasionally a small discrepancy. Human errors are sadly unavoidable in this area. We feel that it is important to warn customers about this at this stage rather than a few of them being disappointed later on.

The stock that you add to your shopping basket will be reserved for 60 minutes. After 60 minutes your basket will expire and the items will be made available for other people to buy.

We have a team of staff dedicated to trying to predict sales and how much we should order of a particular product but sometimes we do get caught out if an item proves more popular than expected. In addition, as everything is made exclusively for us, it can take some time to get a repeat delivery.

From December 2021, we have been working with our logistics partner Global-e to send international parcels (excluding the US). International prices now include VAT, customs and clearance charges and DHL Express shipping, and orders are typically delivered within 1-3 working days. We have had to increase our international prices to reflect the commission we are charged by Globe-e to facilitate this fast and hassle-free service for our customers.