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Customer Service

Returns

What is your online returns policy?

If you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging.

We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition.

This does not affect and is in addition to your statuatory rights as a consumer.

Please enclosed note  with your goods, and and make sure all returned items are well packaged, so as not to be damaged in the post.

Please ensure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.

For further information please visit our Returns section.

How do I return an item?

Please return your item to us at Kong, 18-20 The Burges, Coventry, CV1 1HL

T : 024 7652 0972

Can you confirm you have received my return?

We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our Customer Service team 

How long will it be before I get a refund?

We aim to process returns within 2 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

How long will it be before I get an exchange?

We aim to process returns within 2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.

Who pays for return postage?

We do not pay for return postage on items that are unsuitable, however we will send any replacement items to you for a flat fee of £6 (UK Only).

Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.

Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

 


 

Payments

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We use Paypal as our payment window which currently accepts the following credit cards - Mastercard, VISA, American Express, Switch / Maestro, Visa Debit, Delta and Electron.

What currencies can I use?

We only accept payment in GBP at checkout, however upon selection of the preferred currency we will, at this point, provide you with an approximate conversion.

*Please note your transaction will be subject to the Current Currency Conversion, which fluctuates daily, and your bank may charge you an International Transaction Fee.

Do you accept gift vouchers?

We cannot accept Kong Store vouchers for our webstore as this time.

Can I use a different payment method?

Yes. You can use PayPal. We do not accept cheque or store cards.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

 


Products

Are all of your products genuine?

Yes, we are licensed stockists for all of our products. They are 100% authentic.

Do you have more sizes available?

With products selling very quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email info@kongonline.co.uk, they will be happy to help.

Will you be getting more stock?

We do our best to get re stock in popular items however, due to the limited or handmade and made to order nature of some of the products we stock, this is not always possible. Furthermore, we like to offer new product regularly which means we don't tend to re-stock a lot of our items.

We do not currently have the facility to let you know if or when an item is due back in stock.

If you would like to ask about a product, size or colour that is not shown, please email our customer service team at info@kongonline.co.uk

Can I get more information on a product?

We do try to give you as much information as possible on all of our products, however, if you require any additional information then please email, our customer service team, they will try to provide you with all the information you require.

The item I bought is now in sale, can I get the difference refunded?

As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.

You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item first.

Do you price match?

We do our best to offer you great product at competitive prices, however, the nature of our business means we cannot match some UK competitors prices. If you have a enquiry, please email us and we will be happy to look into it.  Alternatively you can ring us.

We can not guarantee price match on product being sold on websites outside of the UK as our pricing structure must accommodate customs, excise and importation costs.

Please contact our Customer Service team via email, info@kongonline.co.uk for more information.

 

 


Your Order

How do I check if an item is in stock?

If an item is available to order online then its 70% certain to be in stock. However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.

If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, info@kongonline.co.uk

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed. This means the payment was successful. You will not receive an order confirmation if your payment method has failed.

You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our store.

Can I change or cancel my order?

We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email our Customer Service team for assistance.

Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.

If you have already received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. Please see our returns section for more information.

Where is my order?

If your order has not arrived when you were expecting it then please check the following:

Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.

Check your delivery address correct? Are your contact details up to date?

Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.

Check no one else residing at your address has taken receipt of your parcel.

If you still can't locate your parcel then please do not hesitate to contact our customer service team via email with your order number to hand. We will endeavour to find your parcel straight away.

Part of my order is missing or incorrect?

If an item is missing from your order please contact our customer services team via email with your order number and the name of the missing item. We will do our best to resolve this issue as quickly as we can.

From time to time mistakes do happen, however, we will do our best to rectify any errors we have made. Please contact our Customer Service team via email and we will rectify any mistakes as quickly as we can.

 

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