FAQs

SHIPPING

Do you ship internationally?

Yes. See below for expected shipping timelines:

UK - (2-3 working days)

Europe - (3-5 working days)

Rest of World - (5-7 working days)

Shipping is calculated at checkout.

Please note that we are not responsible for any additional customs taxes or duties you may encounter in your country.

Where is my tracking number?

All tracking numbers will be sent via email once your order has been shipped. Please check your junk folder if you believe your tracking number has not been received.

ORDERS

What is the fit of Kei Collections garments?

Please refer to our Size Guide.

Can I cancel my order after I have placed it?

Unfortunately, you cannot cancel once you have placed your order as all sales are final and we start processing your purchase straight away. Please check that all information is correct before checking out. If you need to make any amendments, please contact us at orders@keicollections.co.uk within 30 minutes of placing the order. We will do our best to accommodate you, however we are unable to guarantee any changes can be made.

Why have I received my order without swing tags?

Our garments are packaged without swing tags in order to reduce unnecessary waste. Please be assured this has no impact on the garment you will receive as we have a strict Returns Policy.

PAYMENTS

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Apple Pay, Paypal and Google Pay.

All transactions are processed via Shopify Payments or PayPal and are encrypted for your safety.

Credit cards can be subject to a fee.

Where do I add my discount code?

Discount codes can be added once you proceed to checkout. The discount code box will be allocated on the right hand side of the checkout (if using a desktop) or within the order summary (if using a mobile device), underneath all your products you have selected. Simply type in the code and click ‘Apply’ to update the total amount of your order.

Only one discount code can be used in one transaction. Automatic discounts will be stated and automatically added at checkout, and can’t be combined with any other discounts.

How do I use store credit?

Store credit will be emailed to you in the form of a gift card. This code must then be applied at the checkout and the value of the card will be applied to your order. Please ensure this is applied before proceeding to confirm the order.

When will I receive my refund?

Please allow 5-7 working days for all returns to be processed and refunded once received.

GENERAL

What is your Refunds Policy?

Please click here.

What is your Shipping Policy?

Please click here.

How do I contact you?