Frequently asked questions
GENERAL QUESTIONS
What is the estimated shipping time?
After your order is prepared for shipping, the average delivery time is 5-9 working days.
You can track your order via "Track your order".
I want to cancel my order. Is that possible?
You may request to cancel your order any time before it has been dispatched.
To request a cancellation, please email service@kingsly-london.co.uk with your order number.
- If your order has not yet been shipped, we will cancel it and issue a full refund.
- If your order has already been shipped, it can no longer be cancelled, but you can still make use of your statutory 14-day cancellation right and/or our voluntary 30-day return policy once the parcel has been delivered.
My order has arrived damaged. What should I do now?
We’re sorry to hear that your item arrived damaged. Please contact us at service@kingsly-london.co.uk within 30 days of receiving your order.
If possible, include a photo of the item and your order number so we can resolve the issue quickly.
In line with UK consumer law, you’re entitled to a full refund or a replacement at no extra cost. We’ll make sure it’s resolved as soon as possible.
Which safe payment methods are available?
All payments are secure with SSL and possible with:
- Credit Cards: Visa, Mastercard (credit), American Express, Discover, UnionPay, Diners club
- Debit Cards: Maestro, Mastercard (Debit)
- Express Checkout: Shop Pay, Apple Pay, Google Pay
- Paypal
How can I return my product?
To return your product, follow the steps in our return policy and contact our customer service team. For more information, please see our return policy.
Where can I find my order number?
The order number will be sent with the confirmation e-mail. Did you not receive it? If so, please contact our customer service: service@kingsly-london.co.uk.
I'm not happy, what now?
We are very sorry to hear that you are not completely satisfied with your order. Our priority is to ensure that our customers are happy with their purchases. We will therefore do our utmost to resolve the problem. Please feel free to send us a message with the details of your order and what went wrong, and we will work together to find the best solution. service@kingsly-london.co.uk. Please see the returns policy for more details.
We understand that sometimes something may not be quite to your satisfaction, and while we always strive for the highest quality, our industry does come with challenges. We appreciate your patience and understanding and want to emphasise that we are always here for you to put things right.
DELIVERY AND TRACKING
What are the shipping costs?
Kingsly London covers shipping costs and offers 100% free shipping for all products within the United Kingdom, shipped with Royal Mail, Evri, or DPD.
The track and trace does not give any information, what now?
No worries! We continuously keep you informed about your order by e-mail, which you can also follow live on our website. From the moment your parcel arrives at the mail-order company, Track & Trace information is available. Please note that there may be some delay.
Why haven't I received my order yet?
Our processing time is 1 to 2 working days, and the delivery time for our shipping is on average 4 to 7 working days. Sometimes delivery may take a little longer due to external factors such as busy delivery service or transport delays. We do our best to get your order to you as soon as possible and will keep you updated on the status by email!
REFUNDS & GUARANTEES
Where can I return my parcel to?
Returns are processed through our warehouse. Returns can only be sent back by post to the return address below:
Unit 3, Tungsten Park, Bardon Road, Coalville LE67 4BL, United Kingdom
We kindly recommend you to contact us at service@kingsly-london.co.uk before sending a return. This way we can speed up the return process and avoid any errors. It is necessary to email us proof of return.
For more information, please see our returns policy
How long could I return my item?
We offer a 30-day return policy (after receipt).
How long does it take until I get my money back?
It takes an average of 5 working days to process the refund after we have processed the return.
What are the costs of returning my order?
Shipping is free, but to avoid waste, customers are responsible for their own return costs and return label. Please note that these costs may vary. More information on this can be found in our returns policy or consult your chosen carrier.
CONTACT
How long does it take until my e-mail gets answered?
We try to answer all emails within 24 hours. Please note that we may be busy, thank you for your understanding!
Can I get in touch by phone?
Yes, we can also be reached by phone at +44 7418 638172 for business purposes.
Our customer service can be reached at service@kingsly-london.co.uk
Customer Service Hours (London time, UTC +1 typically 30-Mar to 26-Oct otherwise UTC +0):
Monday to Friday: 9:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 1:00 PM