Frequently Asked Questions

Tracking Your Order

Once your order has left us, you will receive an email containing a reference identification number to track its progress online.
Our shipping partner Royal Mail allows you to track the progress of the shipment. Order Tracking When you purchase from Kim & Karen means you can confidently be reassured that your shipment will be sent promptly and arrive safely in one piece to your door.

Payment Methods

We accept Visa, MasterCard, Discover, Maestro, and American Express cards.
You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’.  Once this transaction is complete, you will then return to www.kimandkaren.com. Please note: payment is only debited from your card at time of dispatch.

Delivery

UK Delivery Times & Costs
We offer free shipping on every UK order. Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched. Please note: this can take longer during our sale periods when it may take up to 48 hours for shipments to be dispatched.

International Delivery Times & Costs
For international inquiries please email kim@kimandkaren.com and state the international shipping destination. We will reply within 24 hours with the available options and charges. During free shipping promotions, the delivery cost will be removed on the final payment page. We work closely with our shipping partner to minimize the potential impact of delays on our international customers.

Returns Process

1. You have 7 days from the date you received your order to exchange or return. Submit a return request at Contact Us within 7 days upon receiving your order. Please include a descriptive explanation stating the reason for your return.
2. Once our Customer Service has approved your request, we will provide you with a return address as well as a Product Return Form that must be filled in and included with your return. If you are based outside the EU you will need to pay taxes and duties on this. Please send the item(s) through your local post office upon receiving the return form. Please keep the tracking number safe.
3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 working days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition. Please make sure your items are returned new, unused and with all Kim & Karen tags still attached. Returns that do not meet our policy (see our policy below) will not be accepted and will be sent back to the customer. Items showing signs of wear, alterations, resized, or damaged in any way cannot be accepted for return.

Note: We will not be responsible for loss or damage of returned shipments. Please contact our customer care team by emailing kim@kimandkaren.com if you have any further questions.

Receiving a refund

Your refund will be credited to the original payment. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise. Please note: refunds can take up to 10 – 15 working days to show on your account due to varying processing times between payment providers.

Our Policy

Please note: we reserve the right not to process the refund if they are returned in unacceptable condition. Please make sure your items are returned new, unused and with all Kim & Karen tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to the customer. Items showing signs of wear, alterations, resized, or damaged in any way cannot be accepted for return. Returns that do not meet our policy will not be accepted and sent back to the customer.