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FAQs

How do I order from Kettlewell?
You can order online or by calling our Sales Team on +44 (0)1460 279800. For customer services please press 2 when given the option, so our care team can advise you.

Do you offer a gift wrap service?
No, we do not currently offer a gift wrap service.

Do you have any retail outlets?
No, we are a mail-order company only.

Are your clothes ethically produced?
We work closely with family-run factories in Turkey and Portugal and take great efforts to ensure the fabrics we use are of the highest quality, and produced using sustainable practices. You can read more about our ethics here.

Why doesn’t Kettlewell offer more discounts?
As a small, family-run business, we offer a small discount to first-time customers, or to existing customers who haven’t purchased for a while, to expand our customer base. If we were to make discount codes more publicly available that would have to be built into our pricing structure and our clothes would be more expensive during non-discount periods.

Do you have any plans to include more petite and plus-size items?
As a brand specialising in colour, we have limited space in our warehouse to stock more petite and plus-size items. As Medium and Large are our most popular sizes, it would also be unsustainable, both environmentally and financially, to stock additional sizes at present.


Delivery

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.

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.


Returns

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 29 January in their original packaging and unworn for either a refund or exchange.

If I purchase an item as a gift can the recipient 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 period, please contact our Customer Care Team on (+44) 01460 279800 and we will suggest the alternatives available to you. You may return an unwanted gift to us for an exchange. In the case of a request for a refund, this would made to the purchaser’s original method of purchase. We would require details of the original purchaser to process an exchange or refund.


Stock

How can I check if an item is in stock?
Select the colour and size you would like to order on the product page. If either size or colour is unavailable, a cross will show. If the item is available for pre-ordering, a message showing the expected delivery date will show above the ‘add to basket’ button. Alternatively, call our Customer Service Team on (+44) 01460 279800.

Can I back order a sold-out item?
Only if we are expecting further supplies.

Why can you not guarantee an item is in stock if it is showing there are 1-2 in stock?
Although we do regular stock-takes and the level should be accurate, there is occasionally a small discrepancy. Human errors are sadly unavoidable in this area. We feel that it is important to warn customers about this at this stage rather than a few of them being disappointed later on.

How long will stock stay in my shopping basket?
The stock that you add to your shopping basket will be reserved for 60 minutes. After 60 minutes your basket will expire and the items will be made available for other people to buy.

Why is a product in the catalogue if it is sold out?
We have a team of staff dedicated to trying to predict sales and how much we should order of a particular product but sometimes we do get caught out if an item proves more popular than expected. In addition, as everything is made exclusively for us, it can take some time to get a repeat delivery.