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FAQS

Please provide us with your full name, order number and query into an email and send it to info@kaiscollection.co.uk and a member of our team will get back to you within 48 hours.
 
Do you ship worldwide?

Yes, we ship worldwide. Cost and delivery time will depend on the location. Please see our Shipping info page.
 
What countries are listed in World Zone 1?

World Zone 1 generally covers countries in North America, South America, Africa, the Middle East, the Far East and South East Asia.
 
What countries are listed in World Zone 2?

Australia, New Zealand, Fiji, Tonga, US Samoa, Western Samoa etc…
 
What payment methods do you accept?

We accept all major debit cards and credit cards. Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, UK Maestro, PayPal. All transactions are processed via Shopify Payments or PayPal and are encrypted for your safety. All payments must be made before your order is shipped to you. We work closely with Verified by Visa & MasterCard SecureCode to provide you with a safer shopping experience when using your card online.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. Additional validation and fraud checks are carried out internally. 
The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company.

How do I track my delivery?

We deliver with the Royal Mail courier, you can track your order once it has been dispatched by using the Royal mail track and trace service- simply pop your tracking number in and you can keep track of the whereabouts of your order!

How do I make a return/ exchange?

Our returns/exchange process is fairly simple. Please email sales@kaiscollection.co.uk stating that you would like to return/exchange your item(s), once we have gotten back to you, please fill out your returns/exchange form enclosed in your delivery and follow the instructions. 

Note: Returns/ Exchanges must be within 7 days after the first day of possession.
We strongly recommend returning your order by recorded delivery, failure to do so may result in us not being able to process your return/ exchange – we are not responsible for your item/s being lost in the post.
To be eligible for a Return/ Exchange:
  • Your item must be unused and in the same condition that you received it.
  • It must also be in the original packaging including dust bag and tags.
  • Unwashed
  • No Make –Up stains
  • No scratch or key marks
Note: Please be aware Sale items are not returnable.

Note: Please be aware that customers are liable to cover return cost if they opt-in for a return.
How long does it take to process my return?
Customers have 7 days to return there parcel back to us from the first day of possession. As soon as the parcel has arrived your refund will be processed and refunded back into your original account you purchased your item with, within 5-10 business days.
Note: If your item arrives back to us after the 14 day period, it will be resent back to your shipping address and refused for return.
Will you refund my delivery cost?
We do not refund delivery costs

Can I cancel my order?
To cancel please email sales@kaiscollection.co.uk within 24 hours of placing your order. After 24hours orders will be in processing at which point we will be unable to cancel.
 
I need to change something on my order or add an item. How can I do that?
If your item(s) has been dispatched we cannot change your order, or add to it. If your item(s) are is still in process then you are able to change your order. Please drop us an email to sales@kaiscollection.com
 
My order contains a faulty/incorrect item?
Please email sales@kaiscollection.co.uk, we will be happy to provide you with a return authorisation for repair, refund or replacement. 
 
My order will not go through. What should I do?
Please ensure that your billing address is correct and that you have entered all of your details exactly as they appear on your card. If you continue to experience problems whilst making payment we advise you to contact your bank or card issuer. If your bank confirms that there are no problems with your card, please contact us on sales@kaiscollection.co.uk and we will be happy to assist you in completing your order with us.
 
When will my order be shipped?

Your order will be shipped within 48 hours of payment being received. To monitor your order please use your tracking code provided via email to track the location of your parcel. All orders go through fraud checks, if your order is delayed, for this reason, we will contact you via email. Additional ID may be requested to confirm your order. Regrettably, failure to provide this information may result in your order being cancelled. 

Note: We do not condone nor accept any type of fraudulent behavior. Please ensure your billing address is the same as your shipping address. If this is not the case, your item will be placed on hold whilst our team contacts you to discuss matters further. You may be requested to provide supporting evidence and will need to explain why the billing and shipping address if different. To avoid this, please ensure your billing and shipping address match.
 
Where is my order confirmation?

Once the order is placed, you will receive an email confirmation to the email address you entered on your order. If you have not received an email, please check your junk folder; if you still cannot find your confirmation email please email us at sales@kaiscollection.co.uk where our team will be happy to assist you.
 
Where is my tracking information?

Your tracking information will be emailed across to the email address placed when you made your order. The day your item is dispatched you will receive your tracking information. If customers encounter any issues please feel free to drop us an email at sales@kaiscollection.co.uk and we will be happy to re-send your tracking information.
Royal mail is our choice of delivery service.
 
Can I use multiple discount codes on my order?
 
One discount code per order. 
 
Do you re-stock items?
Some items get restocked but some items are limited edition pieces. However, depending on demand occasionally some items may resurface. To ensure your request has been noted please email us at sales@kaiscollection.co.uk 
 
How do I use a promo or voucher code?
On the checkout page, enter your code into the Promo Code box and click “APPLY”. The discount will then be applied. Then simply check out as normal. 
 
Is it safe to order online?
Our site meets the highest standards in security and encryption. When you enter your details such as name, address and credit card number, this information is sent to us using Secure Sockets Layer (SSL), which encrypts the data, preventing anyone else from seeing what is inside the transmission. Your details are safe with us. We also 3D secure enabled, this means at checkout you will be asked to provide your unique password to authorise the payment, only the cardholder will know this information, if the password is incorrect the transaction will not go through. 
 
What does pre-order mean?
Some of our most exclusive and high-demand pieces are available to pre-order. Add the item to your bag and pay as normal, and we'll send you a confirmation email and ship the order as soon as the stock arrives. We'll also keep you updated on the progress of your order and the due date. 

*Please note payment will be taken at the time of purchase*

Do you offer any discounts?

We run regular promotions so keep an eye on our Website and Social media pages.

How do I become an influencer with Our Girl?

We regularly choose new influencers to work with us, if you would like to collaborate with KCB, please send us an email at info@kaiscollection.com

Social responsibility

At Our Girl, we want to be as socially responsible as possible. One of the ways we do this is by not using real fur in our clothing and working with different charities and trusts.