FAQ
Orders & Shipping
When will my order arrive?
In general we aim to dispatch your order within 24 hours. There is an exception for personalised products which can take more time. Please get in touch if you need your order by a certain date and we will of course aim to accommodate.
Do you offer express delivery?
Yes we do offer express delivery, please select the express option at checkout. We will use either Fedex or DHL depending on the recipients area.
Do you ship internationally?
Yes, we do! Please note that customs duties and import taxes vary from country to country, and these will need to be paid by the recipient. We’ll always do our part to get your parcel on its way quickly — but the final charges are set locally by customs.
Can I track my order?
Yes, we will send your tracking number in your confirmation email you will receive.
Returns & Exchanges
What’s your returns policy?
We hope you’ll love your order, but if it isn’t quite right, don’t worry. You can return items within 28 days of receiving them for a refund or exchange. All we ask is that they come back to us unused, in their original packaging, and in the same condition you received them. To start a return, just get in touch with your order number and we’ll guide you through the steps. Simple as that. Please note we do not cover returns post. All of our pieces are covered by a one-year warranty from the day they arrive with you, so if a manufacturing fault pops up, we’ll put it right. Because personalised items are made just for you, we’re not able to offer refunds or exchanges on these unless they’re faulty. This doesn’t affect your statutory rights — you’re always protected.
Can I exchange a gift?
Yes, absolutely. If you’ve received a gift and would like to exchange it, you can return it for a store credit or swap it for another item of the same value. Please note that the item must be unused, in its original packaging, and returned within 30 days of purchase. To start an exchange, just contact our customer service team with the order details.
What do I do if something arrives damaged?
In the unlikely event that your order turns up less than perfect, please get in touch with us within 7 days of receiving your order. Just share your order number and a quick photo of the damage, and we’ll make it right straight away — whether that’s sending a replacement or arranging a refund.
Gifting
Can I add a gift note?
Of course — every order goes out beautifully wrapped, ready to give. If you’d like us to include a handwritten note, just pop your message into the box at the bottom left of your basket before you check out where it says Add your gift note here. We’ll take care of the rest.
Do you offer gift wrapping?
Every order goes out beautifully wrapped, ready to give. Where possible we will place your order in a gift box or a tote bag depending on the size of the item.
Will the price be shown in the package?
If your order is going straight to the recipient, there will be no pricing anywhere in the parcel
Can I send a gift directly to the recipient?
Yes! Simply add their details at checkout in the shipping section. And don’t forget to add a gift note so they know who it is from.
Products
Where are your products made?
Our products are made in a variety of different places, for example our Dungarees are made in Sussex by Jan, our marquetry frames are made in Italy and our vests are made in Turkey. Please get in touch if you would like to know exactly where a certain product is made and we will get the info sent over to you.
Can I personalise/engrave/embroider my order?
Lots of our lovely products can be personalised. There will be a section on the product page which will ask for more details of what you would like. Where possible we will send a mock up of your product before it goes into production so you know exactly what you are getting.
How do I care for my products?
Each clothing piece will have individual instructions sewn into them. Please get in touch if you have any specific questions regarding other products and we will get back to you.
Payments & Security
Which payment methods do you accept?
Through our website we accept Credit & Debit Cards: Visa, Mastercard, American Express, Maestro
Digital Wallets: Apple Pay, Google Pay, Shop Pay. We can also accept bank transfers, please get in touch for details. Please note we do not accept cash or cheques.
Is my payment secure?
Shop Pay uses advanced encryption and security to keep your details safe. Your payment information is stored securely, never shared with us, and is protected by Shopify’s PCI-compliant systems (the same standard used by major banks). It also means you can check out quickly with a saved email and code, without re-entering card details each time — safer and faster.
Accounts & Contact
Do I need an account to order?
Not at all — you can check out as a guest without creating an account. If you’d like to make future shopping even easier, you can set up an account to save your details, track orders, and view your history — but it’s completely optional.
How do I get in touch if I need help?
Please drop us an email on hannah@thekitclub.com or click the wattsapp icon on the website to send us a wattsapp message (07922699142)