ORDERS, SHIPPING, RETURNS & EXCHANGES
1) How long will it take for my order to arrive?
Please have a look at our Shipping page for details on our UK and international shipping fees and delivery times.
2) How fast will my order be processed?
Fast! We process all orders placed before 3PM GMT Monday-Friday within one business day (bank holidays excluded). We will process any order placed after 3PM GMT Friday on the following Monday.
3) Do you ship internationally?
We're pleased to ship to the following Eurozone countries:
Austria, Belgium, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Slovakia, Slovenia, & Spain.
If you live outside of our delivery area and you would like to make a purchase, please drop us an email at firstname.lastname@example.org or call us at +44 (0)203 735 7630 (Mon-Fri GMT 9AM-6PM) and we will do our very best to help you out. Additional delivery and duty charges may apply. For more information, please visit our Shipping page.
4) Where can I find my tracking number?
As soon as we dispatch your order, you will receive an email with a parcel number. DPD will also send you a dispatch notification via SMS. If you still haven’t received one, please email us at email@example.com quoting your order reference number which can be found on your order confirmation email.
5) How can I track my shipment once it’s dispatched?
Please use the parcel number provided on the order confirmation email to track your shipment. All our shipments are delivered by our logistics partner DPD who provide flexible shipment scheduling via SMS mobile phone notifications. Please email us at firstname.lastname@example.org or call us at +44(0)203 735 7630 (Mon-Fri GMT 9AM – 6PM) and we will be happy to help.
6) What if I am not there when my order is delivered?
Our shipments are delivered by DPD and need to be signed for.
DPD provide flexible shipment scheduling via SMS mobile phone notifications. They will send you a message the morning of delivery with a time slot. If that time slot is not convenient for you, you may reply to the message and request another delivery window. Alternatively, you may request that the driver leave your parcel with a friendly neighbour or a local DPD affiliated shop of your choice.
If you need any help, send us an email at email@example.com or call us at +44 (0) 203 735 7630 (Mon-Fri GMT 9AM – 6PM).
7) How do I change the shipping address?
Within an hour of placing your order, please contact us at firstname.lastname@example.org or call us at +44 (0) 203 735 7630 (Mon-Fri 9AM – 6PM)
If your order has been dispatched already, please arrange with DPD directly via their SMS notification.
8) Help! My order hasn't arrived when expected, what should I do?
The quickest way to track your shipment is through DPD.
If you need any further help, please contact us at email@example.com or call us at +44 (0) 203 735 7630 (Mon-Fri 9AM – 6PM) and we will help track down your shipment as quickly as possible.
9) What if I received a faulty or incorrect item?
We're passionate about quality and we're so sorry to hear that your order did not live up to your (and our) high standard. Please email us at firstname.lastname@example.org or call us at +44 (0) 203 735 7630 (Mon-Fri GMT 9AM – 6PM) and we will do everything we can to make it right as soon as possible.
10) What is your returns & exchanges policy?
We want you to be happy with your purchase but if you’re not, we accept returns and exchanges for a different size and/or colour up to 28 days after you receive your order, provided we have the item in stock. All items returned must have their original tags attached, be unworn, unwashed, undamaged, (uneverything!) and in their original packaging. To process your return, please complete the Delivery/Return Note included in your package. Please refer to our Returns & Exchanges Policy for more information.
11) How do I exchange or return an item purchased from KITRI’s pop-up shop?
Pop-up shop purchases must be returned to the pop up shop for exchange or refund. Please present your receipt or proof of payment email for a full refund by the original payment method. We’re only able to offer an exchange without a receipt. Please refer to our Returns & Exchanges (linked) page for more information.
12) What if I need to change or cancel my order?
Because we process orders so quickly, we can only amend or cancel your order within one hour of it being placed. However, if you need to amend or cancel your order after this time, we will do everything we can to help you. Either way, please drop us an email at email@example.com or call us at +44 (0)203 735 7630 (Mon-Fri GMT 9AM – 6PM) and have your order confirmation number ready.
13) Can I exchange a product for a different size or colour?
Yes, absolutely! We will exchange any purchase for a new colour or size within 28 days, provided we have available stock. Using the Delivery/Returns Note, please indicate the item you would like to exchange and let us know which size and colour you'd like instead. As soon as we receive your return, we will process your exchange. You will receive a new confirmation email and shipping notification when we have dispatched your exchange. Please note we can only exchange items when they meet the conditions of our Returns & Exchanges Policy. Please note that additional carrier charges will apply for Eurozone customers.
14) Have you received my return?
As soon as we receive your return, we will send you a Return Notification email. Returns usually take 2 – 5 business days to reach us. If you haven't heard from us, please check with either DPD or Royal Mail or if you're outside the UK, please check with your chosen courier.
Still can't find your return? Send us an email at firstname.lastname@example.org or call us at +44 (0)203 735 7630 (Mon-Fri GMT 9AM-6PM). Unfortunately we can only help if you have retained the proof of postage.
15) When can I expect my refund to be processed?
Once we have received your return, we will process your refund within 2 business days. Please note it can take up to 10 business days for the refund to appear in your account.
Still waiting for the refund? Please send us an email on email@example.com or call us at +44 (0)203 735 7630 (Mon-Fri GMT 9AM-6PM)
16) What payment methods do you accept?
We accept all major credit cards: Visa, Mastercard, Maestro and American Express.
17) When will you charge my account?
Once your purchase is complete, we will contact your bank for authorization. If there is a query with the payment, either your card issuer or our Customer Care team will contact you.
18) Will I be charged VAT?
All prices shown on our website include Value Added Tax (VAT).
19) Where do I enter my discount code?
Please enter your discount code on the first page of checkout. Simply type in your code in the discount code field and click ‘Apply’. If your code is valid, you should see the discount applied right away. Please note that only one discount code can be used at a time.
20) Do you offer gift cards?
Currently we do not offer gift cards, but watch this space because we will very soon!
21) How do I know my size?
We're glad you asked! We're all about the fit.
We're based in London so we use UK sizing. For international sizes, please have a look at our Size Guide and we also have further measurements on each product page.
If you need more help, please drop us an email at firstname.lastname@example.org or call us at +44 (0) 203 735 7630 (Mon-Fri GMT 9AM – 6PM).
22) What if you don't have my size?
We're sorry to hear that... Our styles are produced in small quantities for a limited period only to make sure you have the freshest designs at all times.
However, if there is a style you can't live without, please drop us an email at email@example.com or give us a call at +44 (0) 203 735 7630 (Mon-Fri GMT 9AM to 6PM).
23) Are KITRI garments made ethically?
We take the ethical manufacture of clothing very seriously and all of our suppliers are compliant with the Ethical Trading Initiative (ETI) base code. We know our factories; we know their business practices and our KITRI representatives work side by side with our suppliers to ensure ongoing ethical, social and environmental compliance.
GET IN TOUCH
24) How do I get in touch?
We'd love to hear from you! Drop us an email at firstname.lastname@example.org or give us a call at +44 (0)203 735 7630 (Mon-Fri GMT 9AM – 6PM).
25) Do you have any retail store locations?
At the moment, we're online only. However, we plan to open pop-up shops very soon so do give us a shout if you would like to see us near you at email@example.com