Frequently Asked Questions.
01. The order
When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.
Sorry, no – we can’t make any changes to an order once it’s been submitted. You can place another order, which will be delivered separately.
We are working with suppliers and doing all we can to fulfil orders as quickly as possible. But because of the size of some of the items we sell, some deliveries will be sent using a large delivery service. If you buy various products, they may be delivered separately.
If you have received your dispatch confirmation, you can use the tracking details to follow the progress of your parcel.
Please allow up to 5 working days for confirmation of dispatch. You don’t have to contact us before this as we will notify you as soon as your order is despatched.
No – if part of your order is out of stock, we won’t charge you any extra to deliver it when it comes back into stock.
It’s probably because you checked out as a guest, which means you won’t be able to see your order in your online account.
Not always. For most products sent from our distribution centre, you’ll only be charged when your order is despatched. For products delivered direct from a supplier, you may be charged at any point between confirmation of your order and despatch. If you choose to pay by PayPal, your payment will be taken immediately. Please note: there will be an ‘authorisation/pending payment’ on your account – this clears once your payment goes through.
Due to legal requirements on the sale of dangerous goods, we have to prove a customer is over 12, 16 or 18 on certain items. If we need your date of birth, a box will appear on the delivery page where you’ll have to add your date of birth and telephone number before you can proceed to the payment page.
02. Shipment
Yes. But there are some items we can’t send overseas – pressurised containers, toxic substances, and some particularly heavy items, for example – you’ll be advised of any products affected during checkout. And from time to time, for a variety of circumstances, there are some countries we can’t ship to – you won’t be able to select a delivery address at checkout if this is the case. For more information you contact our friendly Customer Services team a call or email (email. Num).
03. Parcel shop delivery
Parcel Shops will hold your order for 10 days. After 10 days the parcel will be returned to us.
will send you a text message when your order is at your chosen Parcel Shop.
There are two ways to track your order. You can use the tracking link in the email we’ll send you when your order has been despatched, or you can log in to your account on our website. If you don’t have an account, you won’t be able to track your order online – please contact us by phone, chat or email for more information about tracking your order.
It depends. If you’ve ordered multiple items, your order may be coming from different locations and could arrive separately on different days. If your whole order doesn’t arrive within the allotted delivery time, please contact us.
Absolutely – just enter the recipient’s name and address in the delivery section at checkout and we’ll send your order straight to them.
Sorry, no. Items on an order can only be sent to one address. You can of course place multiple orders, each with a different delivery address.
Yes, you can – but if you want to place an order and delay the despatch, please contact our Customer Service team first on support@kitssen.com
We’re sorry your order hasn’t been delivered on time. There are a number of reasons this may have happened – vehicle breakdown, traffic accident, or driver emergency, for example. Please allow a couple of days, and if your order still doesn’t arrive, let us know and we’ll look into it.
Don’t panic. Double-check your tracking info first to see if it’s been left with a neighbour or in a safe place. If you still can’t find it, wait a couple of days to see if it turns up – if it doesn’t, let us know and we’ll look into it and get it sorted for you.
04. Delivery restrictions
Your order will be delivered on a signed-for delivery service. These products are covered by the Offensive Weapons… and can only be delivered to the address they were ordered from and to a person over 18.
Your order will be delivered between 8 am and 6 pm respecting the agreed delivery time that changes depending on the type of order and weather conditions.
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.
Sorry, no.
07. My account
Your username is the email address you used when you created your account.
You can update all your personal details quickly and easily by logging into your account on our website and using the menu in the ‘My profile’ section and click on ‘Update personal details’ and you can change your email address (and your phone number there).
No. If you’d prefer not to create an account you can check out as a ‘guest’. But if you decide you want to track your order, you can quickly and easily set up an account at checkout.
Don’t panic. It’s easy to reset your password. Go to our forgotten password form and fill in your email address, we we’ll then send you a link to reset your password. If you don’t get an email within 10 minutes (remember to check your spam folder), it probably means you don’t have a password registered with us. You can either set up a new account or place your order as a guest.
If you don’t get an email within 10 minutes (remember to check your spam folder), it probably means you don’t have a password registered with us. You can either set up a new account or place your order as a guest.
Definitely not. We’ll never sell, swap or share your personal information with any other companies, and you can rest assured that we’ll always treat your personal information and credit/debit card details with the highest standards of security and confidentiality.
05. Gift cards & voucher
You can use as many gift cards and e-vouchers as you like, but you can only use one promotional voucher per order, as stated in our Terms & Conditions.
06. Payment
You can pay with VISA, MasterCard, American Express, Maestro or PayPal.
For orders placed on our website, we’ll pre-authorise payment at the time of ordering. For most products sent directly from our warehouse, your payment will only be taken once your order has been despatched. If your order is being sent from one of our suppliers, you may be charged at any time between confirmation and despatch of your order. If your order contains multiple items, you may be charged separately if items are despatched at different times.
Not always. For most products sent from our distribution centre, you’ll only be charged when your order is despatched. For products delivered direct from a supplier, you may be charged at any point between confirmation of your order and despatch. If you choose to pay by PayPal, your payment will be taken immediately. Please note: there will be an ‘authorisation/pending payment’ on your account – this clears once your payment goes through.
If your card is declined, you’ll need to contact your bank to find out why. Please try to pay again using a different card.
It’s the 3-digit number on the back of your credit/debit card. If you have an American Express card, it’s a 4-digit number on the front of your card (usually top right). Sometimes known as the CV2 or CVV number, it helps us validate your purchase and protect against fraud. Even if you decide to save your credit/debit card details in your account, your Security Code won’t be held on file and you’ll need it each time you place an order.
08. Other
Of course. Just click here, add your details and we’ll send one out to you.
Yes, we do, subject to certain criteria. We’re always checking our competitors’ prices to make sure you’re getting great value from Kitseen.com. If you buy a price-matched item from us, no further reductions in the form of vouchers or promotional discounts can be applied.
We’re happy to price match based on the following: We’ll match our competitor’s current USA store or website price. The competitor’s product must be brand new, identical to ours, and offered on the same terms (make, model, colour, accessories, gifts etc.). We and our competitor must both have the stock ready for delivery. We must be able to verify our competitor’s price and stock position. We will only match the item’s price – not the delivery charge or other services. And don’t forget, we are here to make the happiness and guarantee on everything, so you can shop with complete confidence. Not many retailers can say that.
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