Frequently Asked Questions
Can I have my online order delivered by express?
Yes, next working day delivery is available for telephone and online orders. To ensure next working day delivery, all orders need to be placed before 1.00pm. Orders placed after this will be delivered within 48 hours. Parcels are delivered on Monday to Friday. A signature will be required.
I want to change or cancel my online order, how can I do this?
Under the UK Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel your order within 7 working days from the day after the day of receipt of the goods without giving a reason. Once you have confirmed your order we are unable to amend it. If you wish to cancel your order please call 01460 279800 (If your order has been processed in our warehouse or been despatched we will be unable to process a refund until we receive the parcel back)
Do you deliver overseas?
Yes, we offer delivery to a wide range of international destinations. There is a £10.00 postage charge to all European destinations. International shipping to ‘rest of the world’ destination is charged according to the destination of the parcel and postage charges are quoted individually. Please contact our Customer Services Department on +44 (0)1460 279800 or email firstname.lastname@example.org
Will I be charged VAT?
All prices on our site are in pounds sterling and are inclusive of European Union sale tax (VAT) at the prevailing rates where applicable. If your order is being despatched outside the European Union (EU) then we will deduct VAT.
What if I am resident in the Channel Islands?
Products shipped to the Channel Islands are not charged VAT. This is because the Channel Islands are not part of the EC VAT territory. Channel Islands residents shipping products to mainland addresses will be charged VAT.
Can my order be delivered to a different address? (not my home/billing address)
Yes, please inform us at the time of placing your order or complete the Alternative Delivery Address section online when you place your order.
What if I am out when my goods are delivered?
Royal Mail or the selected courier company that we use will leave a “while you were out” note through your letter box. You will then be able to contact them to arrange collection or re-delivery of your parcel.
What is a back order?
If an item is not yet in stock, but we are anticipating further supplies, we can put you onto back order. This means that when your chosen item comes into stock, we will send it on to you.
Can I go to back order for a sold-out item?
Only if we are expecting further supplies. We no longer accept backorders for returned items, as this can sometimes lead to disappointment.
How long do I get to return items and how to I go about this?
If, for any reason, you would like to return your Kettlewell order or part thereof, you can send it back to us in its original condition with proof of purchase within 21 days for a full refund or exchange.Click here to see our Returns Policy.
Can I return a Christmas present?
Yes, we extend our returns policy to ensure that any unwanted gifts can be returned or exchanged after Christmas. We ask that any gifts are returned to us by mid-January in their original packaging and unworn for either a refund or exchange.
Can I return a sale item?
Yes, sale items can be returned for refund or exchange. We would appreciate it if you can return your sale item as soon as possible. Please see our returns and exchange policy.
If an item is faulty who should I contact?
We are very sorry for the inconvenience caused. Please contact our Customer Service Department on +44 (0)1460 279800 or email email@example.com .
If I purchase an item for a gift, can I (or the recipient) still return it?
Yes, but our normal Returns Policy would still apply. If for some reason you/they would like to return something outside the Returns Policy, please contact our Customer Services Department and we will suggest the alternatives available to you. Please provide details of the original purchaser in order to help us process the return.
I received a Kettlewell item as a present. Can I return it?
You may return an unwanted gift to us for an exchange. We would request details of the original purchaser. In the case of a request for a refund, this would made to the purchaser’s original method of purchase.
Do I have to pay to return goods?
No, we cover the cost of returns within the UK. You will have to pay to return your goods if you are doing so outside of the UK.
Payment and Billing
Which credit cards does Kettlewell Colours accept?
We accept online payment in a secure environment with Visa and Mastercard credit cards, as well as Visa, Electron, Solo and Maestro debit cards. We are unable to accept American Express.
Is it safe for me to pay for merchandise with my credit card?
Kettlewell online store uses the very latest encryption technology (SSL) to ensure that your transactions with us are private and protected as they travel across the Internet. When you proceed to make your purchase, your browser makes a connection to the secure section of our website. Your browser will show a padlock in the bottom right corner to indicate that it has made a secure connection and depending on your browser a window may pop-up to notify you that you are entering this safe area. To protect cardholders, your bank may request that you are screened using 3D Secure (MasterCard SecureCode and Verified by Visa) and by an independent fraud prevention service. We may contact you for additional security purposes should we deem this necessary.
Data Protection and Security
How secure is your website and are my personal details safe with you?
Our relationship with you is based on trust. It is our policy to give you a totally private web browsing experience. For this reason, we do not require that you give us any information about yourself before you reach the checkout area of our site.
The information that you provide during the purchase of your goods is entirely associated with your purchase.
Our data collection and storage is governed by the rules of the UK Data Protection Act.
Why do you need my telephone number?
We keep a secure database with all our customers’ telephone numbers so that we can contact you quickly if there is a query with your order.
Why do you need my email address?
We keep customers email addresses so that we can communicate with you quickly and also update you with the status of your order. We will send you details of any offers that we think may interest you. If you would like to opt out, please contact us, or unsubscribe by logging into your account online and un-ticking the newsletter box.
Do you pass my details on to third parties?
No, we only use your details in the processing of your order and to mail subsequent catalogues and sales flyers out to you. We do not divulge your details to any other company.
Do you have a minimum order?
No, you can order as little or as much as you would like – and for a single postage charge (within the UK).
Do you accept trade enquiries?
Yes, we can supply goods at wholesale prices. There is a minimum quantity for wholesale orders. Please contact us on +44 (0)1460 279800 or email firstname.lastname@example.org for further details.
How can I order from Kettlewell Colours Limited?
Use our online ordering system, telephone our Sales Team on +44 (0)1460 279800 or use the order form enclosed with your catalogue and send a cheque in the post.
How do I find out about the style, fit or fabric of a specific item?
Every style shown on our website has its own specific page – just click on an image for detail. Additional information on fit and fabric is provided in the Sizing and Product Information boxes.
How can I tell which size will fit me best?
Our website provides a detailed size guide, which details the main body measurements for each size stocked. This page can be reached by clicking on the Sizing Information box to the right of each main image. Alternatively, on any specific product page, there is a link to sizing info, which will return details on the specific type of item you are looking at.
What if I would like to talk to someone before I place my order?
Simply call our Customer Service Team on +44 (0)1460 279800 or email email@example.com
Why do you not offer free postage and packaging (P&P) on delivery?
We may occasionally offer free delivery as part of a promotion and we do offer free P&P when we send out exchange items. It is worth mentioning that, at the end of the day, postage and packing costs money. A lot of companies that do offer free P&P are often recouping this cost elsewhere (for example in the price of their product).
Do you offer a gift wrap service?
No, we currently do not offer a gift wrap service.
Do you have any retail outlets?
No, we are purely a mail order company. However, we work closely with a large number of colour consultants who stock a range of our tops. We would be happy to provide you with the name of your local colour consultant should you be interested in having your colours analysed. Click here to see our Colour Story.
Can you deliver to BFPO addresses?
Yes, we are able to do this. Please inform us at the time of placing your order or complete the Alternative Delivery Address section online when you place your order, or provide a home delivery address.
Are all the fabrics that you use natural products rather than manmade?
Great care is taken to select the highest quality fabric across all of our ranges. Viscose is a natural breathable yarn. The small amount of elastane incorporated in the fabric allows them to maintain their shape.
Are your clothes ethically produced?
Yes, we work closely with a family run factory in Turkey. We visit them regularly and are always impressed with their work environment. Many of their employees have been with them for 15 to 20 years.