Frequently Asked Questions

COVID-19

Kiltane is Covid-Secure
Keeping our staff and customers safe remains the highest priority at this time. We have completed a full Risk Assessment for all of our stores and our warehouse to ensure we are Covid-Secure and are following all government safety and social distancing guidelines.

Will my order be impacted by COVID-19?
We have taken extra measures to ensure that our parcels are leaving our warehouse safely and within our normal delivery times.

Will my purchases be clean of virus transmission?
The safety of our team is our utmost priority and we have extra measures in place to ensure a safe working environment. Our warehouse has implemented advanced cleaning routines and our staff must adhere to very strict social distancing measures. 

Will my order be delivered safely?
Our courier partners are offering a minimal contact or contact-free delivery service at this time. Please check any tracking instructions you receive after your order has been shipped for further information.

Can I still shop in store?
Some of our stores have started re-opening in line with Government guidance. Please check our Store Finder to find the status of stores near you and our latest opening times.

Can I return items purchased online in store?
Not at this time, please see our returns policy here.

 

Shopping Online

I placed my order on Friday but I haven’t received any shipping confirmation all weekend. Why?
Our Warehouse operates from Monday to Friday, so don’t worry! Your parcel will be one of the first to be picked, packed and shipped on the next available working day. Keep a close eye out for that email you’ve been waiting for in the meantime.

I’ve made a mistake with my address, can you change this for me?
No changes can be made to an order that has been shipped, so please contact Customer Care before you receive your shipping confirmation email. Our team is available from Monday - Friday between 9am and 5pm.

Can I cancel my order?
Yes, as long as you get in touch before you receive your shipping confirmation email. You can find our Customer Care contact details here.

Do I need an account to shop with Kiltane?
You’re welcome to check out using our Guest Services, but we would recommend creating an account before you complete your order so you can save your details, making your next shopping experience even quicker.

Why do you need my contact details?
We always ask for a valid email address & telephone number so we can send you updates about your order.

Which payment options do you accept?
Kiltane.com accepts payments from most card issuers including Mastercard & Visa Credit/Debit cards, UK Maestro Debit Card, American Express and PayPal.

Do you offer any discounts?
Yes, we participate in peak-sale seasons and also offer one-off promotions. If you’d like to be the first to know about these before anyone else, then sign up to our Newsletter.

I just placed an order, but I didn’t receive my order confirmation email. What do I do?
Sometimes our emails are delivered to your spam or junk folder. To avoid this, you should add customercare@kiltane.com to your email contacts, and that way you’ll never miss out on Kiltane news.

 

Delivery

Do you ship to my country?
Kiltane is able to ship anywhere in the world, and you can find more details about our delivery process on our Delivery page. However, please keep in mind that currently we can only deliver to home or business addresses, not to P.O. Box or Freight Forwarding addresses.

What happens when I’m not home during delivery?
Your local carrier will provide details on what to do when you miss your delivery.

It’s been some time now and I’m still waiting to receive my parcel. Can you help?
On our Delivery page, we have a detailed list of approximate delivery timeframes for all customers around the world, which we would always recommend you check first. Please also note that delivery may take longer during peak sale seasons. However, if a reasonable amount of time has already passed with no sign of your delivery, then please contact Customer Care for their advice.

 

Returns

How do I make a return?
We hope you love all your new items once they arrive, but if you need to make a return then please do so within 28 days of receiving your parcel. Full details on how to make a return can be found on our Delivery & Returns page.

Can I make a return without the Returns Form?
Without details of your order, we won’t be able to process either a refund or exchange as there won’t be any way of telling who purchased the item. If you have misplaced your form, please contact our Customer Care team for their help.

I no longer have the original packaging my order arrived in, can I use something else to return my items?
Of course, but please make sure the packaging you’re using is fully waterproof and sealed. Kiltane can’t be held responsible for any items damaged in transit on the way back to us.

 

Quality & Sizing

What kind of quality can I expect from Kiltane?
Quality is really important to Kiltane and all items are designed to last as lifetime wardrobe staples. We recommend you follow our Care Instructions to ensure your items last as long as we intend.

How do I know which size to order?
On our Size Guide page, we have included detailed information on how to measure yourself to make it easier for you to choose the best possible fit. As we carry a number of different brands online alongside Kiltane, we would recommend looking at the guides most relevant to your purchase.

My cashmere/lambswool items are showing signs of pilling. Are these faulty?
Pilling can be expected from any garment containing natural fibres such as lambswool and cashmere and this is typical behaviour of the fabric after a number of wears. However, pilling is very easy to remove and we have shared some helpful tips on our Care Instructions page.

I believe there is a fault with my new purchase. What can I do?
If you're not satisfied with the quality of your new item then please get in touch with our Customer Care team for their advice within 3 months of purchase.

How do I take care of my purchases?
Product care will depend entirely on the fabric of your item. Each material should be cared for differently, so please read over our Care Instructions page for full details.

 

General

How can I keep up to date with Kiltane?
To make sure you’re always the first to know about new arrivals and exclusive online sales, then you should sign up to our Newsletter. 

Additionally, you can also stay up to date and inspired by all things Kiltane by following us on Facebook, Instagram and Twitter.

I just signed-up but I didn’t receive any confirmation of my subscription.
Sometimes our emails are delivered to your spam or junk folder. To avoid this, you should add customercare@kiltane.com to your email contacts, and that way you’ll never miss out on Kiltane news.

How do I unsubscribe from your Newsletters?
At the bottom of each email newsletter you will find a link that you can follow to unsubscribe permanently. You will also be able to unsubscribe when you login to your account on Kiltane.com.

Do you accept wholesale/business orders?
For business enquiries, please contact our Trade Team via email: tradeteam@kiltane.com 

How can I find out if my local Kiltane store carries the item I’m looking for?
You’re welcome to contact our stores to check the availability of any item. Store contact details can be found by using our Store Finder.

Where can I find your stores?
You can find all our store locations, opening times & contact details on our Store Finder.