FREQUENTLY ASKED QUESTIONS
Please see some frequently asked questions below, to help with any enquiry that you may have.
FREQUENTLY ASKED QUESTIONS
- What methods of payment do you accept?
We accept all major credit cards, i.e Visa, Mastercard and American Express, and Apple Pay.
- What is the cost for delivery?
Standard UK delivery is £5 and free for all orders over £100.
- Once I have placed my order, when should I expect to receive it?
The date of dispatch will vary from product to product. This information can be found on each individual product page. Once dispatched, your delivery date will depend on which carrier your item requires. Our selected delivery method for small non-fragile items is Royal Mail and Parcel Force for larger non-fragile items, please allow 48 hours after dispatch, for your order to arrive. If your order is large and fragile, Kinetic Logistics will deliver your goods within 7-10 days after dispatch, prior to delivery, they will contact you with a date and time that you can either confirm or reject.
- Will I be able to track my order?
Yes. Once your order has been dispatched, you will recieve an email from us with a link to track your order. If your item is fragile, Kinetic Logistics will provide you with the tracking details for your order.
- Do you offer different delivery services?
At this moment in time, we do not offer various delivery options. However, if you require your item urgently, and it is in stock, we will do our best to assist to your needs. To enquire, please firstname.lastname@example.org.
- Can I choose a specific date for delivery?
You won’t be able to choose a definite delivery date, however we will try and help you where we can. Please contact us with any requirements that you may have, so that we can pass your request on to either Royal Mail or Parcel Force. For large and fragile items, Kinetic Logistics will contact you with a delivery date that you can either confirm or reject.
- Will all of my items be delivered together?
This is dependant upon the products that you have chosen. If your items are from different suppliers, delivery dates may vary.
- Do you ship internationally?
Unfortunately not. We currently only deliver to the UK.
- Can I amend my order once I have placed it?
Providing your order has not already been shipped, we are able to change your personal details such as your delivery address. However, if you would like to purchase any additional products, you will need to process another order via our website. If you wish to cancel your order, please contact email@example.com.
- Do you offer any discounts?
You can subscribe to our mailing list to hear about our special promotions, and receive 10% off your first order.
- My promotional code isn’t working. What shall I do?
Please note that our promotional codes only work on full priced items. If the product that you have chosen has already been reduced, it cannot be discounted further. If there is still an error, please contact our customer service team to assist you.
- Can I use multiple discount codes?
No. You will only be able to use one code per order.
- Where can I find the dimensions of your products?
The dimensions of our items are listed on each individual product page under the tab ‘Additional Details’. If you require any further information, please contact our friendly team at firstname.lastname@example.org.
- I do not think I am able to assemble my product. What shall I do?
If our product requires self-assembly, prior to installing, it is paramount that that you check the instructions thoroughly and ensure that you have all relevant parts needed. If you cannot fit the product in strict accordance with the manufacturer’s instructions, we strongly advise you to employ a qualified and experienced joiner. We will not refund products that have been wrongly fitted, or be responsible for any consequences of fitting our products incorrectly.
- How can I return my order?
If you would like to return your order, you will need to raise a request within 48 hours of delivery. To raise a return request, please email@example.com and we will provide you with the next steps.
- Do you offer free returns?
No. You are responsible for the safe return of your order, including the cost of postage. If you are shipping an item over £50, we advise using a shipping service that provides tracking, or purchasing shipping insurance to ensure we receive your returned item.
- I have received a faulty item. What do I do?
If, on the rare occasion, our product has arrived with an imperfection, please contact firstname.lastname@example.org within 24 hours of delivery with as much information as possible, including a clear photograph of the fault. We regret that beyond this time we may be unable to process your request, due to circumstances out of our control.
- Once my item has been returned, when will my refund be processed?
Your refund will be processed once we have received your item back, and it has been inspected at our warehouse. Please note that returned items must remain in the exact same condition as they were delivered in, including the original packaging. If there are signs of use or damage to the item, a reduction to the refund will be made.