Delivery & Returns

 SHIPPING AND RETURNS

Extended returns date until the 31st of January 2025 for all purchases made from the 29th of November.

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 endeavour to fix them once we have re-opened.

Postage and packing charges are as follows: 
 

UK - Free on all orders above £250. £5.95 shipping on all other orders. 2/3 Working Days

Channel Islands UK - £29.95 on all orders. Duties & taxes paid by the receiver.

Europe CURRENTLY NOT AVAILABLE.

The Rest Of The World - CURRENTLY NOT AVAILABLE.

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.

RETURNS

All returns need to be sent back unused in their original condition complete with tags within 30 days of dispatch.

Please copy the following link to book your return via our Royal Mail page. 

www.royalmail.com/track-my-return#/details/8111

You will be asked for your order reference and tracking number from the shipment received. 

Once you've dropped off your item you should receive a return receipt. Please keep hold of this as it's your proof of return. It can take up to 14 days for your return to be fully processed so please remember to retain your proof of return until you receive your refund. You will receive an email confirming your return as soon as it has been processed. Please wait the full 14 days even if the return tracking link shows the return parcel as delivered.

If you have chosen to use the return shipping label included in your parcel £3.99 will be deducted from your refund to cover the cost of this service.

Please contact us if you have any questions or queries.

PLEASE NOTE: RESPECTFULLY WE OFFER RETURN SHIPPING SO WE DO NOT REFUND YOUR INITIAL SHIPPING CHARGE WHEN YOU RETURN GOODS.   

CAN I EXCHANGE MY PURCHASE?

If you would like to exchange your goods for something of equal value or a different size then please include this information with your return note. If your exchange is not available we will automatically refund your purchase.

Attempted Deliveries

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.

Lost Parcels
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 customer@kilgour.com 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.

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