INTERNATIONAL SHIPPING: Unfortunately due to the increasingly high costs incurred both shipping international orders and the additional ‘administrational fees’ charged by couriers on receipt without explanation or justification we have had to pause international shipping until we can find a more fair and equitable solution for everyone. We can only apologise for this inconvenience.
Can we respectfully ask you to send any issues or queries to us by email - NOT via social - so we have a proper record of them and can answer correctly. We apologise in advance for any problems you may have during these periods and will endevour to fix them once we have re-opened.
UK - Free on all orders above £100. £4.95 shipping on all other orders. 2-3 Working Days
Europe - CURRENTLY NOT AVAILABLE. £29.95 shipping on all orders. Up to 20 Working Days. Duties & taxes paid by the receiver.
The Rest Of The World - CURRENTLY NOT AVAILABLE. £49.95 shipping on all orders. Up to 20 Working Days. Duties & taxes paid by the receiver.
For ALL INTERNATIONAL ORDERS TO THE EU import duties and taxes will now be payable by the receiver. You should be charged the ex-VAT price at checkout (it will be updated once you enter your shipping location) however currently THIS DOES NOT WORK with the Express Checkout Options. Please DO NOT use these for international. If you do use them and get charged VAT please contact us and we will refund it.
If you are not available to receive the parcel the courier will leave instructions to arrange re-delivery. If delivery is attempted and a delivery card is left and you fail to claim the parcel from the local depot or post office, we cannot refund you until the products have been returned to us. However, if you would still like the products delivered, we will re-dispatch the parcel once it has been returned to us, but there will be an additional charge for re-posting.
We must be informed of parcels not arriving as soon as possible, for the UK it must be within 16 working days from the date of dispatch. For international destinations, we must be informed within 35 days. Failure to do this can affect our ability to trace the parcel and issue any refund due. Refunds or replacements will only be issued after 16 working days in the UK or 35 working days for international parcels, and only if the parcel is deemed lost in transit by the relevant delivery company.
Missing or Damaged Products
Every item sold through kilgour.com is sold in good faith. However, if the product is damaged or items are missing from your order on receipt, we must be informed as soon as possible.
We always strive to provide the best service, but sometimes we can make mistakes. Please feel free to contact us on firstname.lastname@example.org and inform us of any damaged, faulty or missing products from your order.
If you report the problem to us under this Condition, our only obligation will be either:
• to replace any Products that are damaged or defective; or
• to refund to you the amount paid by you for the product in question.
Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
We will not be liable to you for any indirect or consequential loss, damage or expenses howsoever arising out of any problem you notify us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the Products in question in accordance with these Conditions.
Returns and Exchanges
Please send all returns to the following address:
Kilgour Holdings Ltd
Office 13, Unit D1, Lacey House
Horsted Keynes Industrial Estate
We aim to process all refunds within 14 working days of receiving your parcel at our warehouse. Refunds will usually clear into your account within 5 working days however this can vary between banks and can take longer if you are an international customer.
If your delivery does not include return instructions please email us at: email@example.com with your order number and the items to be returned. We will then explain the correct procedure and address. Returns must be received within 14 days of you receiving your order. All products returned must be in original unused condition, without any tags removed. Products returned damaged, worn or altered may not be accepted and may be sent back to the customer. All charges related to shipping are your responsibility and are non-refundable unless the item was faulty.
If the product you ask for as an exchange is not available a refund will be processed.