FAQ

How do I get in touch?

Our customer service is open Mondays-Fridays from 8:30am to 5:00pm. They are UK based and can be reached via phone (01908)628120 or email [email protected]. Our team will endeavour to contact you within 24 hours of an enquiry.

How do I register an account?

To register an account simply click on my account and select the sign up button. this link is also found at the top right of the homepage. You will also be prompted to sign in at the checkout when processing an order as a guest. To ensure the highest security we require all users to shop using a registered account.

How do I update my account details? 

Sign in to your account by clicking the Sign in link at the top right of the stores homepage. Once logged in you will be able to click an ‘account’ link to view your account details. Alternatively you can click the ‘My Account’ link in the footer of the homepage where you will be able to login and view your account. From your account page you can select links to:

  • my dashboard
  • orders
  • addresses
  • payment methods
  • account details

Allowing you to enter and amend any of the stored details regarding your account.

I cannot sign in? 

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us. To receive a reminder of your password simply select the “I forgot my Password” box on the sign-in page and a password reminder will be sent to the email registered with the account.

You can change your password, email address or any of your other details at any time just by signing in to My Account.

If you are unable to remember the email and login details please contact our customer service team who will help you access your account.

How do I view my basket?

To view your basket simply click basket which can be found in the top right of the home page.

How do I use a voucher?

Before using a voucher please ensure your voucher is valid and not expired. You will have been provided a code which can be applied to your order within your shopping basket. Simply navigate to the section below your basket contents titled ‘Coupon Code’. Enter your discount code into the text field provided and click ‘Apply Coupon’. Please note that discount codes are case sensitive and will not apply any discount if entered incorrectly.  Once applied your basket will refresh and your discount will be applied to the basket subtotal.

Is my size available?

All stock is updated continually to give live and accurate availability. Should an item you require be out of stock, please contact our customer service for more information on availability.

Can I view my orders?

If you are logged into your account, you can also view all your orders by navigating to your account page and clicking ‘orders’.

Can I cancel my order?

All orders are personalised. Once an order has undergone personalisation and processing we are unable to offer an order cancellation due to the bespoke nature of the product. To find out if your order has been personalised and is eligible for cancellation please contact our customer service team.

Can I change my order?

To make a change to your order please contact our customer service team. Please note that all our orders are personalised and made bespoke. Any changes are at the discretion of Kinect International and may delay the delivery schedule of your order. Order cancellations and amendments to personalisation may not be possible once your order has undergone personalisation. Our customer service team will advise you on order additions, amendments and cancellations.

There is a problem with my order (returns/refund/incorrect delivery/faults)?

If you are experiencing a problem with your order such as;

  • Incorrect delivery
  • Non-delivery
  • Damaged goods
  • Faulty goods
  • Incorrect sizing

Please contact our customer service for further advice. Our returns and refunds policy can be found here. Our team will endeavour to provide you with a replacement, alternative or a refund where appropriate.

Please note that we are unable to offer refunds for incorrectly ordered goods due to the bespoke nature of the personalised goods ordered. Any refunds will be at the discretion of Kinect International.

Can I track my order?

We work with preferred third party couriers to deliver your order. Where available our customer service team will provide you with an order tracking number on request.

What delivery options can I have?

All orders are sent by courier with preferred third party courier partners. We only offer courier delivery to ensure secure and speedy delivery of your order.

Will I get confirmation of my order?

Yes. Once you have submitted and paid for an order you will receive an email confirmation of your purchase sent to the email address registered against the account for which the order was placed. We advise that all account details are kept up to date to ensure accurate delivery and receipt of order communications.

Are my details secure?

Yes. We work with globally renowned third parties to ensure your account and payment details remain secure. We utilise a SagePay and Paypal payment gateway, and SSL certification to ensure you can shop securely.