Shipping and Returns
Shipping policy
Packaging
Products are delivered to you in a discreet brown box. Inside you will find a branded presentation box with your product protected by a dustbag. We recommend you store your products in these dustbags to avoid the leather becoming tarnished or scratched.
Countries
We currently ship within the UK, to the United States, Canada and Australia, Norway, Sweden and within the EU. Please note that imports into these countries may be subject to value based taxes where the value of the order falls below £250.
If the value of your order exceeds £250 then you will qualify for free shipping whereby Kilter will pay for your shipping and taxes.
Order Processing
All orders are processed within 2 to 3 business days unless stated otherwise (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
All orders are checked for defects and packed by hand from our base in Scotland, as such, there may be delays if we receive a high volume of orders. If this is the case, we will notify you.
Once you place your order, you'll receive an order confirmation and a rough delivery date based on the information we have from the manufacturer. Closer to the anticipated delivery date when we have confirmed delivery dates of the stock to us, we will be in touch to let you know when we'll be sending your products to you.
Delivery Partner
Our preferred partner for shipping is Royal Mail First Class for UK orders and UPS for international orders. You will be given a product tracking code once your order has been shipped.
Sometimes there may be issues outside of our control with our service providers, e.g. delays due to strike action. Where this is the case, we will notify you of any potential delays to your order.
Domestic Shipping
Shipping is free for all orders placed for delivery to the UK via Royal Mail First Class delivery.
International Shipping
We offer international shipping to the following countries:
- US
- Canada
- Australia
- EU
- Norway
- Sweden
- South Africa
Shipping charges for your order will be calculated and displayed at checkout.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at hello@bykilter.com with your name and order number, and we will look into it for you.
Refunds and Returns
Due to the nature of the products we sell, we regrettably cannot accept returns unless the product arrives damaged or if the product cannot be worn owing to sizing issues.
Returns must be requested within 14 days of receipt by emailing hello@bykilter.com with your order number and reason for return - sizing or damaged on arrival.
All products are quality checked by hand before they are supplied so we fully expect them to arrive as they were shipped. In the event that your order arrives damaged, please supply photos of the damage for us to use as evidence when raising a case with our delivery partner.
We address returns on a case-by-case basis and will try our best to work towards a satisfactory solution. If the product has been damaged during use then we reserve the right to refuse a refund.
If you have any further questions, please don't hesitate to contact us at hello@bykilter.com.