Delivery and Returns
DELIVERIES & RETURNS
We have extended our returns policy for orders purchased from the 1st of December. You will now have until the 9th of January to return the goods for a refund or exchange….
ROYAL MAIL STRIKE ACTION / DPD
Due to the ongoing industrial action between the Communication Workers Union (CWU) and Royal Mail there will be unavoidable delays in shipping orders on certain dates using their service. We can only apologies in advance for this. For up to date information on the dates affected please visit Royal Mail here.
Because of this we will also be using DPD as an alternative service in order to minimse the disruption and inconvenience this causes you. Unfortunately we cannot specify in advance which service will be used so please look out for your shipping and delivery confirmations both from us and the relevant courier.
Many thanks for your patience and understanding.
SHIPPING AND RETURNS
Can we respectfully ask you to send any issues or queries to us by email - NOT via social - so we have a proper record of them and can answer correctly. We apologise in advance for any problems you may have during these periods and will endevour to fix them once we have re-opened.
Postage and packing charges are as follows:
Channel Islands UK - £29.95 on all orders. Duties & taxes paid by the receiver.
Europe - CURRENTLY NOT AVAILABLE.
The Rest Of The World - CURRENTLY NOT AVAILABLE.
Unfortunately due to the increasingly high costs incurred both shipping international orders and the additional ‘administrational fees’ charged by couriers on receipt without explanation or justification we have had to pause international shipping until we can find a more fair and equitable solution for everyone. We can only apologise for this inconvenience.
FREE RETURNS
We now offer free 30-day returns for all orders. All returns need to be sent back unused in their original condition complete with tags within 30 days of dispatch. Please use the return label included in your parcel and make sure to include your name, order number, a list of the items returned and reason for return with your parcel. The simplest way to do this is return the delivery note with the additional details.
Once you've dropped off your item you should receive a return receipt. Please keep hold of this as it's your proof of return. It can take up to 14 days for your return to be fully processed so please remember to retain your proof of return until you receive your refund. You will receive an email confirming your return as soon as it has been processed. Please wait the full 14 days even if the return tracking link shows the return parcel as delivered.
CAN I EXCHANGE MY PURCHASE?
If you would like to exchange your goods for something of equal value or a different size then please include this information with your return note. If your exchange is not available we will automatically refund your purchase.
If you are not available to receive the parcel the courier will leave instructions to arrange re-delivery. If delivery is attempted and a delivery card is left and you fail to claim the parcel from the local depot or post office, we cannot refund you until the products have been returned to us. However, if you would still like the products delivered, we will re-dispatch the parcel once it has been returned to us, but there will be an additional charge for re-posting.
Lost Parcels
We must be informed of parcels not arriving as soon as possible, for the UK it must be within 16 working days from the date of dispatch. For international destinations, we must be informed within 35 days. Failure to do this can affect our ability to trace the parcel and issue any refund due. Refunds or replacements will only be issued after 16 working days in the UK or 35 working days for international parcels, and only if the parcel is deemed lost in transit by the relevant delivery company.
Missing or Damaged Products
Every item sold through kilgour.com is sold in good faith. However, if the product is damaged or items are missing from your order on receipt, we must be informed as soon as possible.
We always strive to provide the best service, but sometimes we can make mistakes. Please feel free to contact us on customer@kilgour.com and inform us of any damaged, faulty or missing products from your order.
If you report the problem to us under this Condition, our only obligation will be either:
• to replace any Products that are damaged or defective; or
• to refund to you the amount paid by you for the product in question.
Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
We will not be liable to you for any indirect or consequential loss, damage or expenses howsoever arising out of any problem you notify us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the Products in question in accordance with these Conditions.