FAQs
Orders and Payment
Do you have an age limit for ordering products?
We are an alternative pleasure brand and as such, our products are of an adult nature and so you must be 18 years or older to order from Kilter. When you buy a product from us, it is an acceptance of these terms.
How much is shipping?
The cost of shipping depends on the country the parcel is being shipped to. Deliveries made within the United Kingdom are free of charge with Royal Mail First Class. International deliveries to the US, Canada and Australia are calculated automatically at the checkout and delivered by UPS.
Do you deliver to EU countries?
Unfortunately we do not currently ship to EU countries, but we are in the process of understanding how we best service these markets within the context of Brexit.
Do you deliver to the United States and Canada?
We do deliver to the United States and Canada. Shipping charges are automatically calculated at the checkout based on your exact location.
In the instance a high value order incurs sales tax, the customer is responsible for the payment of this. Kilter takes no responsibility for paying or reporting any local taxes.
How long will it take for my order to arrive?
All deliveries are trackable and you will be issued with a tracking order once your parcel is shipped.
UK deliveries are shipped using Royal Mail First Class and we would allow 3-4 working days for your order to arrive.
For deliveries to the US, Canada and Australia, please expect your product between 5-10 working days depending on your precise location.
How do I track my order?
UK orders can be tracked using the Royal Mail website using the tracking code you will be issued with.
International orders to the US, Canada and Australia can be tracked using the UPS website.
Are the items discreetly packaged?
All of our items arrive discreetly packaged in plain brown boxes. Within you'll find a branded presentation box and dust bag with your products safely packed inside.
Why does my coupon code not work?
We are always on hand to support with any issues where coupon codes do not work on application. Before sending us an email, please ensure:
- the code is correctly typed
- the code is still valid. All codes are valid for a limited time and this is disclosed to you at the time of the code being issued
If you continue to experience issues, please email us at hello@bykilter.com
Can I amend my order?
If the order hasn't been shipped then we can make manual amends if you send us an email at hello@bykilter.com. If the order has been shipped then we are unable to make any modifications to it. Any new items added must be processed as a new order.
Can I cancel my order?
Your order can be cancelled if we receive a cancellation within 24 hours of the order being placed. The cancellation will be processed free of charge. To cancel your order please email hello@bykilter.com.
We aim to pack and dispatch products as soon as possible so you receive your items as quickly as possible. We cannot accept cancellations after the order is shipped and you will pay the full amount for your original order.
Returns
Can I return items?
Due to the nature of the products we sell, we regrettably cannot accept returns unless the product arrives damaged.
Our products are manufactured in small batches and extremely limited numbers are available for sale. We check each product before it is packed but in some instances beyond our control, the product may arrive damaged.
If this is the case, we will required photographs of the products damaged with the swing tag still in tact so we may use this as evidence when raising an issue with our delivery partner.
About Our Products
Where are Kilter products made?
Kilter products are manufactured in small batches in UK using premium Italian leather and hardware.
How much do your products cost?
Our products are currently priced between £55 and £170 depending on the specific item. Kilter products are quality pieces made to last and we are proud of the quality we are able to offer our customers.
What kind of leather do you use?
The exterior leather is Italian vegetable tanned leather from Tuscany's leading supplier. Vegetable tanned leather is regarded as the benchmark in the industry for its robustness and strength.
The process of vegetable tanning uses only natural vegetable tannins to change the protein structure of the hide causing it to become leather, as such, it is well known for developing a glorious patina and slight softening as it ages. Provided it is appropriately cared for, vegetable tanned leather can last a lifetime.
Where our products are fastened shut by a buckle and belt, the interior of the belt is lined with English nubuck leather. Nubuck has a suede-like feel and is also known for it's durability and quality.
The interior of our cuffs and collars are padded with foam and lined with English suede for a premium and pleasurable experience.
How do I take care of my Kilter products?
We'd recommend visiting our product care page for information on how to care for your products.
If you have a question that is not addressed in the ones above, feel free to ask us directly.
Send us an email at hello@bykilter.com and we will aim to get back to you within 2 working days.