FAQs

You can order online or by calling our Sales Team on +44 (0)1460 279800. For customer services and orders please press 1 when given the option, so our care team can advise you. For information on products and to book styling and appointments, please select option 2.

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

Not at present. Currently, we are an online e-commerce business only.

We work closely with family-run factories in Turkey and Portugal and take great efforts to ensure the fabrics we use are of the highest quality, and produced using sustainable practices. You can read more about our ethics  here.

As a small, family-run business, we do not offer discount codes very often. If we were to make discount codes more publicly available we would have to build this into our pricing structure, which would have a knock-on effect on our prices during non-discount periods. Discount codes may only be used against full priced items.

At present our most-shopped styles at Kettlewell are Medium and Large, and we have only limited space in our warehouse to accommodate our extensive colour choice in our existing XS-XL size range. However, we are looking at ways in which we can accommodate the demand in future.

Unfortunately, increases in the cost of cotton, high freight charges and higher labour costs mean that we have had to take the difficult decision to increase the price of a few of our basic styles. These increases are necessary to allow us to continue producing high-quality items using responsible production practices.

For international delivery we partner with Global-e, a third party service acting as your seller-on-record, so you can buy and ship your Kettlewell products to over 100 destinations worldwide. International prices now include VAT, customs and clearance charges and DHL Express shipping, and orders are typically delivered within 1-3 working days. When you buy your Kettlewell products via Global-e, you will see that your payment method is charged by ** GE/Kettlewell **, and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy (which will be clearly presented in checkout before you place the order). For all international transactions the Global-e checkout will be loaded within the Kettlewell website to take payment and delivery information. All information is secured to the highest standard. You can contact Global-e at: 45 Leather Lane, London EC1N 7TJ Note for Canadian customers: The local VAT shows separately at checkout but is included in the final price.

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

Once you have confirmed your order, we are unable to amend it. If you wish to cancel your order, please email [email protected] (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.)

If you wish to cancel your order, please email our customer service team at; [email protected]

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

Order's cannot be amended by customers. Our customer service team can upgrade your delivery and alter the delivery address if the order hasn't already been dispatched. For any other changes, please cancel your order prior to dispatch and place a new order with the information you need to alter.

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.

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; [email protected]

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.

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.

Only if we are expecting further supplies. Please note: International customers (non-UK/US) cannot place back orders. Items that are not in stock yet will show as 'out of stock' until the physical stock is available.

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.