FREQUENTLY ASKED QUESTIONS
WHAT IS YOUR RETURNS POLICY?
You have 28 days from receipt of your parcel to return your items, provided they are in an unused condition with original tags still attached. We must kindly ask that you cover the cost of return postage, unless you are returning an item due to it being faulty, in which case we will refund your return postage - simply email a copy of your receipt to email@example.com. Our return address is: Kumu Clothing Ltd, Unit 7, Digital Court, Waymills Industrial Estate, Whitchurch, Shropshire, SY13 1TT.
CAN I EXCHANGE MY ITEMS?
We are unable to offer exchanges. If you require a different size, we must kindly ask that you return your item to us for a full refund (item cost only) and place a new order.
HOW DO I RETURN MY ITEMS?
You'll find a returns form in with your parcel. Simply fill in the form with the required information, pop it back inside your parcel, and send it back to us. We strongly recommend that you use a tracked or signed-for service when returning items to us as we cannot be held responsible for items that are lost in transit.
CAN I RETURN MY ITEM AFTER 30 DAYS?
No. We have a strict 30 day return policy. We reserve the right to refuse any items sent back to us should they go beyond this period and no refund or exchange will be issued.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We aim to process and ship all orders the same day where possible, but please allow 3-5 working days for UK delivery. International orders usually arrive in around 6 days after shipping from us. At busy periods, such as around Christmas and Black Friday sales, parcels may take a little longer then usual to arrive, so please bear this in mind.
CAN I TRACK MY ORDER?
Yes - we use DPD to fulfill all of our orders, as soon as your parcel ships from us, you will receive an email from DPD providing you with your tracking information and delivery date. You will also be given the option to reschedule your delivery if you know you're not going to be in. Should you require further information as to the status of your parcel, please drop us an email using our contact form and one of our team will get back to you asap.
WHAT DO I DO IF MY PARCEL HASN'T ARRIVED IN THE STIPULATED TIME?
Just drop us an email and we'll find out what's going on. We are able to track every parcel through our online Royal Mail / DPD accounts. Please note that for UK orders, a parcel is not classed as 'missing' until 10 working days after its' due date, and for EU orders; 20 working days after its' due date.
WHAT HAPPENS IF I'M OUT WHEN MY ORDER ARRIVES?
If your parcel will not fit through your letterbox, Royal Mail / DPD will either leave it with a neighbour or take it back to your local depot for you to collect at a time that is suitable for you. In both cases, you will be left a card to tell you where your parcel is and what to do next.
MY ORDER IS WRONG. WHAT SHOULD I DO?
We're only human and mistakes can happen from time to time. In the rare event that your order is incorrect, just drop us an email using our contact form and one of our team will get it sorted for you asap.
WHAT SIZE SHOULD I ORDER?
We have a detailed size guide here which will give you all of the information you need to find your perfect fit. As a general rule, if you're in any doubt, we'd always recommend ordering a size up.
WHAT IF MY ITEM IS FAULTY?
In the rare event that you receive your item and it is in an unsatisfactory condition, simply, fill in the returns form and send the item back to us for a refund or exchange. We will also refund the cost of return postage, simply email us a copy of your receipt to firstname.lastname@example.org quoting your name and order number.
DO YOU HAVE AN EXTENDED RETURNS POLICY AT CHRISTMAS?
Yes. Any order placed in December, we offer an extended returns period until the 15th January.
HOW CAN I FIND OUT WHEN AN ITEM WILL BE BACK IN STOCK?
Sign up to our newsletter and you'll be kept up to date and hear about new products and restocks before anyone else. We always announce restocks and new products alerts on our social media channels too, so follow us on Instagram and Facebook.
USE OF eGIFT VOUCHERS
Our eGift Vouchers are a digital voucher that you will receive via email. You can choose to either send the voucher to yourself, allowing you to print it off and pop it inside a card, or choose to send it direct to the lucky recipient, either on the day of purchase, or at a later, specified date. You will not receive a physical gift card.
Your email will contain a unique code which you will need to enter at checkout to redeem your voucher. Our eGift Vouchers can be used for full or part payment for purchases. If you wish to purchase an item which costs more than the value of your Gift Card, simply enter your eGift Voucher code at the checkout and the value will be deducted from your total order value, allowing you to pay the remaining balance by Credit/Debit card or PayPal.
eGift Vouchers are valid for 12 months from the day of purchase. Should you use your eGift Voucher as part payment for a purchase, your remaining balance will remain on your voucher for the full 12 month period. You can check the remaining balance at any time in the customer account section or at the checkout stage.
Our eGift Vouchers are only valid at www.kumuclothing.co.uk and cannot be redeemed at any of our retail stockists.
eGift Vouchers cannot be replaced if lost or stolen. Please keep a note of your unique code in a safe place.
WHAT IS KLARNA?
Klarna is a payment service provider that allows you to buy products now and pay for them only after you’ve received the items, free of interest.
Please be aware that Klarna’s services are a form of credit, so you have to be 18 + years old to use Klarna as a payment method.
Klarna is an independent payment provider not owned by us. For more information about your invoice, or Klarna in general, reach out to them here.
HOW DO I RETURN ITEMS OR AN ORDER PAID FOR WITH KLARNA?
You can always return your items within 30 days, using the return label provided in your parcel. You can find out more about how to return an item/order here.
If you chose Klarna as a payment method and you’ve already paid for the order, you will be refunded for the items you return by Klarna directly.
If you haven’t paid your Klarna invoice yet, the price of the returned items will be reduced from the original invoice. You’ll only have to pay for the items you keep.
For any questions regarding you Klarna invoice and/or payment, you can reach out to Klarna’s customer support team in the Klarna app or click here.
HOW DOES KLARNA PAY LATER WORK?
With Klarna’s Pay Later service you can easily buy items on our website and pay for them after you have received the items.
This means you only pay for the items that you decide to keep.
Simply choose Klarna Pay Later as a payment method, when placing your order. After placing the order, you’ll receive an order confirmation email and a separate email from Klarna with all the payment details.
You have 30 days to pay for the items from the date that the order is shipped to you.
You can read the full terms & conditions for the Klarna Pay Later service here.
HOW DOES KLARNA PAY IN 3 INSTALLMENTS WORK?
With Klarna’s Pay in installments service you can easily buy items on our website and pay for them after you have received the items, in three installments.
Simply place your order and choose ‘Klarna Pay in 3 Installments’ as a payment method. You’ll pay the first part of the payment upon finalizing your order placement. After you have received your order, you can pay the remaining amount in two separate installments. Klarna will send you a reminder for every installment to be paid, one month after the previous payment period. Klarna may run soft credit searches that do not affect credit rating and are only visible to you and Klarna and not visible to other lenders. Neither Klarna or KUMU run credit searches against you that could impact your credit rating.
You can read the full terms & conditions for the Klarna Pay Later service here.
WHO DO I CONTACT IF I HAVE QUESTIONS REGARDING MY KLARNA INVOICE OR PAYMENT?
For any questions regarding your Klarna invoice and/or payment, you can reach out to Klarna’s customer support team in the Klarna app or you can click here. Their customer service representatives will be happy to assist you with any queries.
WHERE CAN I FIND KLARNA’S TERMS & CONDITIONS AND PRIVACY STATEMENT?
You can find Klarna’s Terms & Conditions page here.
You can find Klarna’s Privacy statement here.
You can also contact Klarna’s customer support team in the Klarna app or click here.