FREQUENTLY ASKED QUESTIONS

HOW CAN I CONTACT KIPLING’S CUSTOMER SERVICE?

Kipling customer service is available by email at kiplinginfo@kipling.com from Monday to Friday from 9.00am to 5.00pm.

Alternatively, you can select the “Contact Us” shortcut at the top of the screen of our site.

We will do our very best to reply to you shortly.

2. CAN I ORDER KIPLING MONKEY CLIPS?

Kipling monkey clips cannot be ordered individually on Kipling’s on-line shop.

Nevertheless, you can buy them in Kipling own stores or Kipling’s dealers.

Please refer to the store locator of www.kipling.com in order to find the addresses of our shops.

3. I CAN NOT REMEMBER MY PASSWORD, WHAT SHALL I DO?

Your password is only required when you are ready to pay for your order. Once you have selected your bags in "My Shopping Bag", proceed to the "Check Out". Then click on the link "Forgotten password". You will receive an email with your updated password to your personal email address. You can also update your password any time by selecting "My account", followed by "Update my password". You can enter and confirm your new password.

4. CAN I GET MY ORDER DELIVERED ANYWHERE IN THE WORLD?

Your delivery from http://shop.kipling.com/shop-uk is limited to the United Kingdom, with the exception of Gibraltar and the Channel Islands.

5. CAN I GET MY ORDER DELIVERED TO A DIFFERENT DELIVERY ADDRESS?

Yes, we understand that many customers are at work during the day and may like to receive delivery there or want to send their purchases as gifts. You can have items sent to an address which differs from your personal address, as long as it remains within the delivery zones as stated above.

Nonetheless please note that once your order is confirmed, it is not possible to change the delivery address anymore.

6. CAN I STILL MAKE CHANGES OR CANCELLATIONS ONCE MY ORDER IS CONFIRMED?

You can make any changes or cancellations you wish within your shopping bag until you confirm your payment.

Once your payment has been made and your order confirmation received, it is not possible anymore to make changes or cancellations.

7. WHAT IS THE LEADTIME FOR DELIVERY?

A standard delivery to the United Kingdom takes between 3 to 5 working days from the time your package is picked up by our carrier to delivery at your chosen delivery address in the United Kingdom.

8. HOW CAN I TRACK MY SHIPMENT?

You can track your shipment by selecting the section “My account” on our site, then click on “My orders and Shipment status”.

Alternatively, on the shipment confirmation, which you will receive by email from us, you will be able to click directly onto a link to our carrier.

Note that the tracking link becomes available 24 hours after collection of your goods.

9. HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?

Your order will be confirmed immediately on screen and you will also receive an order confirmation from us by email.

10.DO YOU OFFER A GIFT-WRAPPING SERVICE?

All purchases you make at Kipling can be gift wrapped. When you are in “My Shopping Bag”, simply tick the appropriate gift wrapping box.

Please note that by ticking the gift wrapping box you are ordering wrapping for each item ordered. (ie: if you order 1 piece of a style, you will get 1 gift box; if you order 2 pieces of a style, you will get 2 gift boxes…).

Our team will wrap your bag in a gift box or gift wrapping, whatever is the most suitable to the size of your bag.

Each item will be individually gift wrapped.

Each gift box has a charge of ₤1.50.

Please note that if the gift is subsequently returned, we are unable to refund this charge.

11.WHERE CAN I FIND THE ADDRESS OF THE KIPLING STORES?

You can find all addresses of Kipling stores and dealers in the store locator section of our site www.kipling.com.

12.WHERE CAN I BUY PREVIOUS KIPLING COLLECTIONS?

On all on-line shops of Kipling you will find current collections.

Previous collections can only be found in the Kipling outlet shops.

13.WHAT IS THE DELIVERY CHARGE FOR MY ORDER?

We have one unique delivery charge based on the cost of our standard delivery. The charge for one order is set at ₤7.90. The appropriate delivery charge will appear automatically in your shopping bag.

14.WHAT IS YOUR RETURN POLICY?

Kipling is pleased to offer a “no questions” asked return policy. If for any reason you are unhappy with your purchase you can return it for a full refund within 14 days from the date of delivery, providing it has not been worn or used and is in its original packaging.

Please follow the process below:

Select the section “My Account” followed by “My Orders and Shipment Status” from our site
Click on your order number
After reading & accepting the return policy, tick on “I wish to return an item”
Fill in the Return Form with the appropriate reason for your return and all necessary details
Our Customer Service will analyse your request and will send you an email to confirm receipt of your request
You will also be allocated with a Return Number and receive full details on return shipment procedures
Place the item in its original packaging, making sure to include your order confirmation
Stick the pre-paid UPS return label on your parcel
Contact the UPS local office to organise the collection of your parcel

Please also note that we can only refund on to the same method of payment you used to make your original purchase. Kipling will refund you in full within 14 days from the date your goods are received and accepted by our warehouse team.

If the goods have been used and are not in a re-sellable condition, we will not accept your return.

15.WHAT SHOULD I DO IF THE GOODS ARRIVE DAMAGED?

If any part of your order arrives damaged, you should notify us within 48 hours so that we can take this up with the carrier. You will then have the standard 14 days to make the return. Please follow the procedure detailed above.

16.HOW CAN I CLEAN MY KIPLING BAG?

All Kipling bags can be softly cleaned by hand only.

· For nylon bags from G*RILLA GIRLZ, BASIC, IF, VINTAGE and HIP collections:

Clean the outside fabric with a slightly wet cloth. Do not bleach. Do not soak in water. Hang away from direct sunlight.

· For bags made of nylon and leather details from CITY collection:

Clean the outside fabric with a slightly wet cloth. Do not bleach. Do not soak in water. Hang away from direct sunlight.

· Our leather bags from VINTAGE LEATHER, CLUB & THRILL collections have been made with care from genuine leather.

The leather texture is naturally generated and will develop a rich patina over time. Any variations in the colour and grain are a result of the natural characteristics of the leather. Keep your bag dry and avoid contact with damp or wet surfaces. Limit the exposure to direct heat or sunlight. Do not use any chemical cleaners to care for this product.

17.WHERE ARE KIPLING’S HEADQUARTERS LOCATED?

Kipling’s international headquarters are based in Bornem, Belgium. Kipling is a part of VF Corporation’s Outdoor Coalition which includes other major brands such as Eastpak, Jansport, Napapijiri, Nautica, Reef, The North Face and Vans.

18.WHERE CAN I SEE THE KIPLING’S CATALOGUE?

You can browse Kipling’s consumer catalogue from the web pages www.kipling.com into the section “For you”.

19.HOW CAN I GET INFORMATION ON KIPLING’S SHOES, JEWELLERY OR BATH & LINNEN?

· For information on Kipling’s shoes, please send an email to: info@arwy.be

· For information on Kipling’s watches/jewellery: please enter the following website www.kiplingwatches.be.

· For information on Kipling’s bath & linen, please enter the website www.claryssejules.be and select the tab ‘Contact’.