POLICIES AT KITOKO LONDON

Read the following sections to find out more about how we ship or exchange products, or about how we secure your personal data. Please don’t hesitate to contact us if you have any questions!

DELIVERY AND RETURNS

 

DELIVERY

 

We do offer two delivery options; Standard Delivery and Next Day.

We deliver Monday to Saturday (excluding Public Holidays).

 

Standard Delivery

Our Standard Delivery cost £3.50. Free delivery when you’re spending over £50.

Your order is prepared and dispatched the next day. (Mon-Fri).

 

Next Day

Our Next Day cost £5.45. Free delivery when you’re spending over £75.

Your order is prepared and dispatched the next day. (Mon-Fri).

International

Our international Tracked cost £16.00 to Europe and £15 to the USA and Canada.

Free delivery to Europe when you're spending over £100.

Free delivery to the USA and Canada when you're spending over £150.

Your order is prepared and displaced within 2 working days. (Mon-Fri).

Delivery time 3-5 days to Europe and 5-7 days to USA and Canada. Your parcel may be delayed due to Brexit.

*CUSTOMS FEE - Customs or imports are charged once the parcel reaches its destination country.

You may be charged for handling fees and taxes as your order passes through customs.

KITOKO LONDON has no control over these charges.

Tracking

All delivery options are fully trackable - we'll email you a link to your tracking information once your parcel has been dispatched. 

For international shipping, please check first your email with your tracking information.

 

* Deliveries may take a little longer during busy periods (sales, holidays). However, we will do our best to keep the inconvenience to a minimum. KITOKO LONDON cannot be held liable for loss or stolen packages if the customer decides to leave specific delivery instructions to the courier.

FAQs

 

My order hasn't been delivered yet. What should I do?

Please check first the progress of your order on https://www.myhermes.co.uk/track#/

If your delivery doesn’t arrive within the estimated date, allow an extra few days, especially during busy time.

If your order doesn’t arrive, please contact us within 14 days of the estimated date, and we’ll do our best to help you.

 

RETURNS POLICY

 

What is your Returns Policy?

We only accept returns for faulty items.

* Small irregularities in processing have the individual character of every single element of our necklaces.

We wrap our necklaces in tissue paper and provide a linen bag to prevent damages.

Customers are responsible for covering the return postage costs.

 

Please contact us within 7 days from your order delivery to request a refund.

Please return the item to us within 28 days of the item being delivered to you.

 

All items must be returned in their original condition, including packaging and tags.

We won’t be able to refund you if the returned item is damaged, worn or in an unsuitable condition.

We do inspect all returned items.

 

We’ll refund you within 14 days of receiving the returned item. We'll give you a full refund, will be automatically issued to the payment method you used to place your original order. Refunds may take up to 10 working days to show on your account.

We’ll only be able to process a refund for the items you said you were sending back to us. 

We'll email you as soon as we've completed your return.

 

Do you refund delivery charges?

We do refund delivery charges if your entire order was faulty, or if your order has been cancelled in time.

 

What address can I use to return my items to you?

To return your product, please contact us for the address. 

 

Can I return more than one order in the same parcel?

Items from multiple orders will need to be returned in separate parcels.

 

What if I want to exchange an item?

We don’t offer exchanges. All returned items will be refunded once our warehouse has received them. If you need a different item, place a new order.

 

Are you returning a faulty item?

We’re really sorry about that.

Please return the item to us as soon as possible so we can solve the issue.

 

Please bear in mind that all items must be returned in their original condition, including packaging and tags. We won’t be able to refund you if the returned item is damaged, worn or in an unsuitable condition.

 

* Please note - we’re not able to send replacements for faulty items.

 

What should I do if my refund is incorrect?

We're really sorry about that.

Please, get in touch with us, and we'll try and sort it out for you as soon as possible. 

Please include your order number and any other item details.

Before you contact us, check that:

  • If the delivery charge has been subtracted. It is only refunded for cancelled or faulty orders.

  • If any discounts at the time of sale have been subtracted, which may not now be applicable.

 

Responsibility

You are responsible for the items until they reach us, please pay extreme attention to the packing so it can't get damaged on the way.

Remember to keep your proof of postage in case it is needed later on.

 

ORDER ISSUES

 

I've received an incorrect item, what do I do?

We want to resolve any issues as soon as we can.

If the item you have received is incorrect, please inform us and send it back to us, and we will refund you.

Remember to keep your proof of postage in case it is needed later on.

 

Can I cancel my order after I've placed it?

You have a limited time to cancel your order depending on what delivery option you've chosen:

  • Next Day - 30 minutes.

  • Standard Delivery - 60 minutes.

  • International Delivery - 60 minutes.

Please contact us as soon as possible to help you.

  

Can I amend my order after I've placed it?

We are sorry, but we can’t change your order after it is placed.

However, you can cancel it and place a new one instead.