FAQ's
We strive to bring our customers new products each week, so we cannot guarantee if or when our products will be restocked. When the decision is made to restock items, it will depend on popularity, current season trends, and customer feedback.
There are times when we receive returned items which are quality checked before they are put back to site, so keep an eye on the individual product page to see if your desired size comes back into stock.
When stock does become available, please note it will be sold on a first come first serve basis, and we are unable to reserve stock.
If you require assistance finding similar items, or wish to receive a list of our stockists, please contact us here.
For all information regarding paying with Klarna, please see here.
We sincerely apologise if you are having an issue with our website. Please try the following to resolve any issues:
- Delete cookies: You may need to delete your cache and cookies. On most internet browsers you can delete your cookies using 'Tools' or 'History'.
- Reload browser: Once you have cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems. We also suggest that you use the latest version of your operating system provider e.g. Windows, iOS etc.
- Contact us: If you are still having problems with our website, please contact us here providing as much detail as you can about the issue, including a screenshot of any error message you get and what you have done so far to try to resolve it.
If you are unsure whether your order has been placed successfully, please contact us here providing the email you used at checkout and the delivery address so we can look into this for you.
We aim to dispatch all parcels as quickly as possible, so unfortunately this does mean that once you have confirmed your order you will not be able to make any amendments. We are also unable to add discount codes to orders once they have been placed. We sincerely apologise for any inconvenience this may cause.
Please note that to qualify for free shipping your order must amount to over £100. Any orders placed in which the total is less than £100 must pay shipping costs. For all information regarding shipping costs and delivery timeframes, please check our delivery tab.
Once your order has been dispatched and is on its way to you, you will receive an email to let you know. This email will contain your tracking information which can be tracked at one of the links below. Please note, your tracking link can take up to 24 hours to become active.
DHL:
https://www.dhl.co.uk/en/express/tracking.html
ROYAL MAIL:
https://www.royalmail.com/track-your-item
Any attempt to redeem a discount code after the expiry date or promotional material is removed from our website will not be valid for the discount. Discount codes will not apply if there are sale items in your basket unless a promotion is otherwise stated. Discount codes apply to full priced items only.
Should you have any issues adding a discount code when placing an order, please contact us here as soon as you experience the issue. Please let us know the items in your basket and include a screenshot of any error message you are receiving when entering the code.
The following payment types can be used on our site:
You can also pay for your order in any of the following currencies:
Pound Sterling, Euros, US Dollars, & Australian Dollars.
We sincerely apologise if an item in your order has been refunded. Unfortunately on rare occasions an item which you have ordered may be unavailable due to high demand. Should this occur we will contact you as soon as possible to confirm any cancellation or amendment to your order. If your order contains additional items, we will dispatch the rest of your order and refund the item which is out of stock. We are unable to cancel the dispatch of the additional items.
You will be charged for your order once you have clicked pay at checkout. Please note if your PayPal payment is pending, your order will be dispatched once the funds have cleared.
In most cases, any customs or import duties are charged once the parcel reaches its destination country.
You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.
Kingfisher has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.
If might be a good idea to contact your local customs office for current charges before your order, so you are not surprised by charges you were not expecting.
Kingfisher will not be responsible for handling fees and/or customs charges in any event.
Sorry, but for security reasons and in order to protect customer data, we regret we cannot take telephone orders.
We sincerely apologise if you have received an incorrect or faulty item. We want to get this rectified for you as soon as possible.
Should you discover an incorrect item, please contact us here with your order number, the name of the incorrect item you have received, and the name of the item you should have received.
Should you discover an item was delivered faulty, please contact us with your order number, the name of the faulty item, and a description of the fault.
We will resolve the issue for you as quickly as we can. Please note, contact must be made within 7 days of delivery.
We sincerely apologise if an item is missing from your order. We want to get this rectified for you as soon as possible.
Should you discover an item is missing, please contact us here with your order number and the name of the item that is missing.
We will resolve this issue for you as quickly as we can. Please note, contact must be made within 7 days of delivery.
We sincerely apologise if you are having issues logging into your Kingfisher account. You will need to sign in to see your previous order history and tracking details. If you receive a message that says your email address/password is not recognised, there is a few things worth checking:
- Make sure you are using the same email address and password you registered with
- If you cannot remember your password, click on the 'forgotten password' link on the login page. You will be prompted to enter your email address and we will send you a link that will allow you to create a new password
- If after this you still cannot sign in, please contact us here giving as much detail as you can about the issue, including a screenshot of any error message you get and what you have done so far to try to resolve it
Please note, we do have a feature for customers to check out as Guest without having to create an account. If you are unsure whether you have an account with us, we will be happy to look into this for you.
NOTE: We recently launched some website updates in June 2020 and as a result all Kingfisher accounts need to be reactivated. If you receive an error message advising your account does not exist, you will need to create your account again. We apologise for any inconveneince this may cause.
You can create an account by clicking here or alternatively you can sign up for a Kingfisher account at checkout.
Once you enter your details, you will receive an email containing a link to activate your account. You must click this link to complete your account set up.
If you experience any issues while setting up your account, please contact us here, we will be more than happy to help.
You can change details on your Kingfisher account by logging in. Once logged in, you will be able to amend your address book.
For any other amendments, please contact us here, we will be more than happy to help.
Once your order has been dispatched and is on its way to you, you will receive an email to let you know. This email will contain your tracking information which can be tracked at one of the links below. Please note, your tracking link can take up to 24 hours to become active.
DHL:
https://www.dhl.co.uk/en/express/tracking.html
ROYAL MAIL:
https://www.royalmail.com/track-your-item
UNITED KINGDOM
|
Delivery Method |
Estimated Delivery Time *+ |
Average Delivery Time *+ |
Cost |
|
UK Standard Delivery |
2 – 5 working days |
2 working days |
£3.99 |
|
Free UK Shipping (over £100) |
2 – 5 working days |
2 working days |
FREE |
|
UK Next Working Day |
Next working day for orders placed before 6:00pm Monday to Friday |
Next working day |
£5.99 |
|
UK Next Working Day Before 1PM |
Next working day before 1pm for orders placed before 6:00pm Monday to Friday |
Next Working Day Before 1PM |
£6.49 |
|
UK Saturday Delivery |
First Saturday after placing the order for orders placed before 6:00pm Friday |
First Available Saturday |
£6.99 |
|
UK Saturday Delivery Before 1PM |
First Saturday after placing the order for orders placed before 3:00pm Friday | First Available Saturday |
£9.99 |
EUROPE
|
Destination |
Express Delivery Time * |
Express Delivery Cost |
Estimated Standard Delivery Time * |
Average Standard Delivery Time * |
Standard Delivery Cost |
|
Austria |
1 |
£14.99 |
5 to 6 |
4 |
From £9.99 (Free Over £100) |
|
Belgium |
1 |
£14.99 |
2 to 5 |
2 |
From £9.99 (Free Over £100) |
|
Denmark |
1 |
£14.99 |
3 to 5 |
2 |
From £9.99 (Free Over £100) |
|
Finland |
1 |
£14.99 |
5 to 6 |
4 |
From £9.99 (Free Over £100) |
|
France |
1 |
£14.99 |
2 to 6 |
5 |
From £9.99 (Free Over £100) |
|
Germany |
1 |
£14.99 |
2 to 5 |
2 |
From £9.99 (Free Over £100) |
|
Ireland |
1-2 |
£14.99 |
3 to 5 |
3 |
From £9.99 (Free Over £100) |
|
Italy |
1 |
£14.99 |
4 to 6 |
4 |
From £9.99 (Free Over £100) |
|
Netherlands |
1 |
£14.99 |
3 to 5 |
3 |
From £9.99 (Free Over £100) |
|
Poland |
1 |
£14.99 |
4 to 7 |
4 |
From £9.99 (Free Over £100) |
|
Spain (Mainland) |
1 |
£14.99 |
3 to 5 |
3 |
From £9.99 (Free Over £100) |
|
Sweden |
1 |
£14.99 |
3 to 6 |
3 |
From £9.99 (Free Over £100) |
|
Switzerland |
1 |
£14.99 |
4 to 8 |
5 |
From £9.99 (Free Over £100) |
|
Rest of Europe |
2 to 8 |
4 |
From £9.99 (Free Over £100) |
WORLDWIDE
|
Destination |
Express Delivery Time * |
Express Delivery Cost |
Estimated Delivery Time * |
Average Delivery Time * |
Standard Delivery Cost |
|
Australia |
3 |
£19.99 | 4 to 10 | 6 | From £14.99 (Free Over £100) |
|
Canada |
2 |
£17.99 |
6 to 12 | 5 | From £14.99 (Free Over £100) |
|
Japan |
3 |
£17.99 |
6 to 10 |
5 |
From £14.99 (Free Over £100) |
|
United States |
2 |
£17.99 | 6 to 13 |
8 |
From £14.99 (Free Over £100) |
|
Saudi Arabia |
4 |
£27.99 |
6 to 16 |
8 |
From £14.99 (Free Over £100) |
|
United Arab Emirates |
6 to 13 |
6 |
From £14.99 (Free Over £100) |
||
|
China**** |
7 to 10 |
8 |
From £14.99 (Free Over £100) |
||
|
Rest Of The World |
4 to 16 |
9 |
From £14.99 (Free Over £100) |
Please note that in the event of industrial strike action by our delivery partners we cannot guarantee delivery in the estimated time frame. Due to the impact on airlines and flight availability from the COVID-19 pandemic, there may be some delays on International orders. Estimated delivery time excludes any time the parcel may be passing through customs in the country of destination as this is beyond our control.
Any orders placed after 6:00pm will be dispatched the next working day. Working days are Monday to Friday. Weekends and public bank holidays are not included as a working day.
How does your UK click & collect service work?
We work with click and collect service HubBox, so you can collect an order from a chosen pick up point.
How does it work? (HubBox pickup point)
At checkout, select Click & Collect. Enter your desired postcode or location and this will bring up a list of collection points close by. Select your desired collection point and once you have completed your order, you will receive a confirmation email & your order will make its way to your collection point. You will receive an email with your collection code when your parcel arrives. If you have more than one parcel waiting at the Collect Point, you can use one collection code to pick up multiple parcels.
PLEASE NOTE: Opening hours at Collect Points can sometimes vary due to holiday hours, etc. Please call ahead if you have any questions.
Kingfisher dispatch all parcels between Monday to Friday 8:00am - 6:00pm.
For Next Working Day delivery, UK customers will need to place their orders by 6:00pm. All orders placed after 6:00pm Monday to Friday will be dispatched the following working day wherever possible.
For Saturday/Sunday delivery, UK customers will need to place their orders by 3:00pm on Friday. Please note, Saturday/Sunday delivery must be selected at checkout. Any orders placed after 3:00pm on Friday for Saturday/Sunday delivery will be delivered the following weekend.
For International Express, the cut-off time is 3:00pm Monday to Friday. Any express orders placed after 3:00pm on Friday wil be dispatched the following Monday.
We currently offer express shipping to a selection of European and International destinations. Please see our current methods of delivery for further details.
We understand that you may not be home all the time, and in these situations your parcel can be left in a safe place or left with a neighbour at your request.
Do please be aware that any delivery instructions left are only requests and are not guaranteed by the courier service.
If it is not possible to fulfil your request, a calling card should be left by our courier which will include details of how to rearrange your delivery or where to collect your parcel.
UK Customers
For orders placed on a Next Working Day service before 1pm, deliveries can be made anytime between 7am and 1pm.
Next Working Day, Saturday and Sunday deliveries can be made anytime between 7am and 9pm.
For orders placed on Free Delivery or Standard Shipping, deliveries can be made anytime between 7am and 9pm, however our couriers do their best to deliver your parcels to fit around your lifestyle.
European/International Customers
Please note that delivery times vary depending on destination for our European/International customers. We are unable to guarantee a delivery date for international parcels as this is the responsibilty of the carrier once the item has been dispatched.
Delivery time will depend on the courier who has been chosen to deliver your parcel. Kingfisher are unable to give a time slot for delivery of your parcels.
In most cases, any customs or import duties are charged once the parcel reaches its destination country.
You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.
Kingfisher has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.
If might be a good idea to contact your local customs office for current charges before your order, so you are not surprised by charges you were not expecting.
Kingfisher will not be responsible for handling fees and/or customs charges in any event.
All customers have 30 days from the date of delivery to return any unwanted items back to us for a refund. We currently offer exchanges for UK customers only.
If you are unable to return your item to us on time, contact must be made within your 30 days from delivery to inform us of the late return. You can contact us here. Any returns made after the 30th day will not be eligible for a refund and may be accepted for gift voucher only. Any gift voucher issued after 30 days will be at our discretion.
Please note, any items returned to us outside 30 days without prior agreement may be returned to you at an additional cost.
Kingfisher Kuesnacht ZH reserve the right not to refund you if you return items to us outside the terms of our Returns Policy.
All customers have 30 days from the date of delivery to return any unwanted items to us for a refund.
Should you wish to return your item, the following conditions must be adhered to:
- Items must be returned within 30 days from the day you receive the parcel
- Items must be unworn as new with all original Kingfisher tags attached
- Swimwear without the hygiene seal intact cannot be returned
- Jewellery sets containing pierced earrings cannot be returned
- Shoes must be tried on indoors and must not show any signs of wear
- If an item has been washed or altered in any way, this cannot be returned
Please hold onto your proof of postage receipt until you have received your refund/exchange just in case we need to see this in the future. We cannot issue a refund or exchange where a postage receipt cannot be presented to us on request. Please note, we currently only offer exchanges for UK customers only.
If an item you have received was delivered late, incorrect or faulty, please contact us here. Contact must be made within 7 days of delivery.
All items are quality checked on return. If an item is returned to us damaged, worn, or in an unsuitable condition without prior agreement, we may be unable to accept this back and it may be returned to you at an additional cost.
If you are unable to return your item to us on time, contact must be made within your 30 days from delivery to inform us of the late return. Any returns made after the 30th day will not be eligible for a refund and may be accepted for gift voucher only. Any gift voucher issued after 30 days will be at our discretion. Please note, any items returned to us outside 30 days without prior agreement may be returned to you at an additional cost.
Any orders which are returned to us where a gift voucher and card payment have been used, we will refund the full gift voucher value back to your Kingfisher account first. Any remaining balance of your refund will be issued back to your payment card.
Kingfisher reserve the right to decline a refund or exchange where the above steps have not been taken.
Should you wish to return your item, the following conditions must be adhered to:
- Items must be returned within 30 days from the date you receive your parcel
- Items must be unworn as new with all original Kingfisher tags attached
- Swimwear without the hygiene seal intact cannot be returned
- Jewellery sets containing pierced earrings cannot be returned
- Shoes must be tried on indoors and must not show any signs of wear
- If an item has been washed or altered in any way, this cannot be returned
Kingfisher reserve the right to decline a refund or exchange where the above steps have not been taken.
HOW TO RETURN - UK
We promise to refund or exchange any item that you are not completely satisfied with when you return the item to us in a saleable condition by post within 30 days of delivery. Your item should be returned in the original packaging. You can create your return using one of the following options:
 |
FREE UK RETURNS
|
Enclosed inside parcel |
 |
FREE UK RETURNS
No label, no problem, you can print one online or download a QR code here and print in stores.
No printer required |
Create Return |
|
|
FREE UK RETURNS
Can't find your label? No to worry You can create a new label here (printer required)
|
Create Return |
HOW TO RETURN - European/International
We are not able to offer an exchange on European or International orders, and all returned items will be refunded once they have been received and processed by our warehouse team. If you need a different size or colour of an item, you will need to place a new order. We apologise for any inconvenience this may cause.
The cost of an international return will be at the buyer's expense. Should you receive a faulty or incorrect item, please contact us here as we may only be able to reimburse up to the original shipping cost. Please note, contact must be made within 7 days of delivery.
Click here to create your return through our ReBOUND portal.
Please note: Due to the impact on airlines and flight availability from the COVID-19 pandemic, we are currently unable to process returns from the following countries through our ReBOUND portal: Australia, Canada, Hong Kong, Israel, New Zealand, Russia, Singapore, United States, and United Arab Emirates.
If you are returning from one of these locations, use the pre-printed address label on your order form and send your return via an insured and traceable method, marking your parcel clearly as Returned Goods to avoid any delays in Customs. Please hold onto your proof of postage receipt until you have received your refund.
UK
We currently only offer exchanges to customers in the United Kingdom. We will exchange any item that you are not completely satisfied with when you return the item to us in a saleable condition by post within 30 days from the date your order is delivered to you.
Please be advised we only currently offer one exchange per original order. If you return an exchanged order, a refund will be issued. Any exchange requests will have to be for a different size of the same style as the original order.
Unfortunately should we not have the requested size in stock at the time of processing the return, a refund will be issued for the item. In these cases we do apologise for any inconvenience caused.
European/International
We are not able to offer an exchange on European or International orders, and all returned items will be refunded once they have been received and processed by our warehouse team. If you need a different size or colour of an item, you will need to place a new order. Please do be aware that return postage costs will be at the customers expense. We sincerely apologise for any inconvenience this may cause.
COVID 19 Update: Please note that all returned items will be put in quarantine for 72 hours after arrival at our facilities to follow Covid-19 safety guidelines, this is to ensure parcels are processed safely. Due to recently enforced Government guidelines on social distancing, we are currently working with a reduced team. This may result in delays to service times stated. We apologise for this inconvenience, but we have to ensure the safety of our workforce which is paramount. We thank you for your patience during this period.
UK Returns
Please allow 2-7 working days from dropping off your returned parcel for this to reach our warehouse. You can track your return below with the tracking number on your proof of postage receipt.
Track your Royal Mail return parcel: https://www3.royalmail.com/track-your-item
Track your Collect+ return parcel: https://www.collectplus.co.uk/track/new
Track your Asda ToYou return parcel: https://www.toyou.co.uk/home
Due to the amount of parcels that Kingfisher receive and dispatch from our Head Office we would not be able to locate an individual parcel.
You will receive an email notification as soon as your return has been scanned into our warehouse.
European/International Returns
Track your ReBOUND return here.
If you have returned your parcel via a different returns service, you will need to track your return back to our Head Office using the tracking information on your proof of postage receipt.
We work hard to ensure your returned parcel is refunded as quickly as possible. Please allow 30 days from the date your return is delivered to us for your refund to be issued and for the funds to reach your bank account.
COVID 19 Update:Please note that all returned items will be put in quarantine for 72 hours after arrival at our facilities to follow Covid-19 safety guidelines, this is to ensure parcels are processed safely. Due to recently enforced Government guidelines on social distancing, we are currently working with a reduced team. This may result in delays to service times stated. We apologise for this inconvenience, but we have to ensure the safety of our workforce which is paramount. We thank you for your patience during this period.
During busier periods, this may take a little longer, however we will always keep you informed on the status of your return via email.
Please note, due to the amount of parcels that Kingfisher receive and dispatch from our Head Office we would not be able to locate an individual parcel.
If you have not received your refund after 30 days from the delivery of your parcel into our warehouse, please contact us here so we can look into this for you.
We are happy to accept more than one order in the same parcel, as long as both return forms are filled in and included inside the parcel.
Please ensure both labels are attached on the outside of the parcel, and you will be given two proof of postage receipts when dropping the parcel off at your chosen returns courier.
If you have misplaced your returns form, please include a note inside the parcel providing us with your name, your email address, the two order numbers, and the name of the items you are returning.