Frequently Asked Questions (FAQs)
What Countries do you ship to?
We ship Worldwide, if you simply change the destination country on check out you will be presented with delivery options, delivery times and cost.
Customs duties and taxes. Will I have to pay Duties and taxes
All UK purchases include VAT at 20%. All orders for EU member states will
not have to pay additional charges or duties on delivery if the total amount of
the order is under €150. Orders can be in excess of this figure but customs clearance may be required.
United States Customers will not be charged any extra fees unless your order is over 800USD including postage. Orders can be in excess of this figure but customs clearance may be required.
All other international destinations may be subject to import taxes. Customers
should check their countries import regulations. This can be done via a local
import Agent or by contacting your local government excise department or may be found on line.
We are unable to refund import taxes and/or overseas shipping costs.
What is standard shipping time?
As all orders are checked and packed at our own warehouse, (we do not use fulfilment houses) All orders placed on a working day (Monday to Friday) before 2pm will be shipped on the same day, via Royal Mail 1st Class tracked service. For Overseas shipments, they will leave the next working day and be shipped by a reputable courier service
Is a Signature required on delivery?
Since the days of Covid 19, signatures are not normally required, as the
delivery service driver will take a photo of the parcel being delivered via
their hand-held POD (Proof of Delivery) unit, this unit will also capture the GPS co-ordinates for accurate traceability.
Can I track my order?
Once we receive your order, a tracking number will be allocated, this will
only be trackable once the parcel is picked up from our warehouse in the
Evening. If you have any concerns or require further details regarding your order, please contact us via email on orders@karterkristian.com
Order returned to sender
Both the Royal Mail and our Couriers will usually try to deliver your
package three times. Only if the third delivery fails will your order be
returned to us. If your order has been returned to us and we have not contacted you, please contact us on orders@karterkristian.com. For UK orders we can then arrange to re-ship your order to you free of charge, it should be noted that we can only do this once, if the order is returned to sender a second time, we will issue you with a full refund and cancel the order. With overseas orders, once an order is returned to us, we will cancel the order and issue a full refund less postage.
Can I change or cancel my order?
As we ship out on the same day your order is received. you will have a very
small window to change or cancel your order. However, as we have a FREE returns policy in the event that your item is on its way to you, it may be worth receiving it and taking a look, if you are happy, then keep the item, if you still want to cancel, you can simply go through the free returns process on our web site.
Can I change the address on my order?
We are sorry but as our addressing and labelling process is fully automated,
we are unable to change and address on an order. So, please take care when
entering your required shipping detail.
What if I am mssing part of my order
We carefully check and hand pack your orders, however, we are human and can make mistakes. In the event that you have an item/s missing, please contact us via orders@karterkristian.com. We will need a photograph of the items you have received and a photo of the delivery label. We are able to run the packing line CCTV back, so we can track your order, see who processed it and ensure that it does not happen again. In the meantime, we can send the missing item to you without undue delay.
Returns questions
How do I make a return
To make a free return you can either contact us via returns@karterkristian.com or fill out the returns form on our website by following this link, Start a Return.
How long will it take to process my return
We do not delay in processing your refund, we know how important it is to
you. We will process your refund at the latest by the first working day following the day of receipt. . While we process your funds promptly, unfortunately, the Banks can take a few days to allocate the funds to your account. If you have any concerns regarding refunds, please contact support@karterkristian.com
My return has been lost?
If your return is lost in the post there is no need to worry, we will have
the tracking details with the Royal Mail and we will still process your return
as though the item had been received. If you have any concerns regarding your return, please contact us on returns@karterkristian.com
