FAQ

You will find answers to our most asked questions below, if you have any other questions please drop us an email, along with your order number to help@kiwiandco.co.uk and we will get back to you within 48 hours.

Our customer service team work: Monday - Friday 09:00-17:00

PRE ORDERS

If any of your items are on pre-order please allow approximately 10 working days for your order to be shipped. A working day is considered Monday-Friday, excluding weekends and any bank/public holidays.

Please note orders containing items on pre-order will be shipped within the advised pre-order time frame. If you wish to have the in stock item before the pre-order item is due to arrive then we advise you place separate orders.

SHIPPING

For items not on pre-order please allow up to 5 days for your order to be shipped. You will receive a shipping text or email once your order has been shipped.

If your order does not include pre-order items and 7 days have passed since you placed your order please get in touch with your order number and we can provide an update. We kindly ask you to avoid emailing about your order until the above time frames have passed.

DELIVERY

We use Evri, DPD or UPS to ship your order. We are so appreciative that you have chosen to support our small business and we hope you love your order as much as we do!

TRACKING

We use Evri, DPD or UPS to ship your order and a tracking link will be emailed to you (if you provided an email address). Please note once we ship your order we have access to the same tracking information.

We are aware that Royal Mail tracking numbers starting PZ are taking longer to work through the delivery channels, please be assured your order has been sent, the tracking number is correct and your order will be with you as soon as possible.

CHANGING OR CANCELLING AN ORDER

Please contact us as soon as possible if you wish to amend or cancel your order, please note emails are monitored Monday-Friday 09:00-17:00. We cannot guarantee that we are able to cancel your order or make any changes once the order has been placed however we will always do our best to help.

CUSTOMS

Kiwi & Co ship your orders from the UK and United Kingdom (UK) is no longer a member of the European Union (EU). If you buy goods from the UK (excluding Northern Ireland), you are responsible for paying any customs fees, duty and tariffs.

These fees vary for each country, so please check your own countries’ rates before purchasing.

Please do not refuse the delivery of your order. Unfortunately, if you refuse your delivery, then this will incur a cost of the original delivery fee, plus the fee it costs for us at Kiwi & Co to have it returned. Any refund our team makes will be minus the total delivery fee and the fee we pay to have it returned in the case of refused delivery.