FAQs

How do I order from Kettlewell?
You can order online or by calling our Sales Team on +44 (0)1460 279800. For customer services please press 2 when given the option, so our care team can advise you.

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

Do you have any retail outlets?
No, we are a mail-order company only.

Are your clothes ethically produced?
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.

Why doesn’t Kettlewell offer more discounts?
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.

Why do you not make petite and plus-size clothing?
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.     

Why have there been price increases in some of your existing styles?
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. 

How do you process and fulfil international orders?
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.

Delivery

Can my order be delivered to a different address? (Not my home/billing address)
Yes, please inform us at the time of placing your order or complete the Alternative Delivery Address section online when you place your order.

What if I am out when my goods are delivered?
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.

Can you deliver to BFPO addresses?
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.

Returns

Can I return a Christmas present?
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.

If I purchase an item as a gift can the recipient return it?
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.

Stock

How can I check if an item is in stock?
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.

Can I back order a sold-out item?
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.

Why can you not guarantee an item is in stock if it is showing there are 1-2 in stock?
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.

How long will stock stay in my shopping basket?
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.

Why is a product in the catalogue if it is sold out?
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.

Why do international prices seem more expensive?

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.