FAQs

CUSTOMER CARE

You’ll find answers to our most frequently asked questions below. If you have any other queries, please email help@kiwiandco.co.uk - be sure to include your order number so our team can assist you as quickly as possible.
Our Customer Service Team is available Monday to Friday, 09:00–17:00.

PRE-ORDERS

If any of your items are on pre-order, please allow approximately 10 working days for dispatch.
Working days are Monday–Friday, excluding weekends and bank/public holidays.

Please note that orders containing both in-stock and pre-order items will be shipped together within the advised pre-order time frame. If you’d like to receive your in-stock items sooner, we recommend placing separate orders.

SHIPPING

For items not on pre-order, please allow up to 10 days for your order to be dispatched. You’ll receive a text or email notification once your order has shipped.

If your order doesn’t include any pre-order items and more than 10 days have passed since purchase, please get in touch with your order number so we can provide an update. We kindly ask that you refrain from emailing before this timeframe has elapsed.

DELIVERY

We ship using Evri, DPD, or UPS. We truly appreciate your support of our small business and hope you love your Kiwi & Co pieces as much as we do.

TRACKING

Once your order has been shipped, you’ll receive an email containing your tracking link (if an email address was provided at checkout).
Please note that once your parcel is dispatched, we have access to the same tracking information as you.

CHANGING/CANCELLING ORDERS

If you wish to amend or cancel your order, please contact us as soon as possible at help@kiwiandco.co.uk.
Our emails are monitored Monday–Friday, 09:00–17:00. While we cannot guarantee changes once an order has been placed, we’ll always do our best to accommodate your request.

CUSTOMS & DUTIES

All orders are shipped from the United Kingdom. As the UK is no longer part of the European Union, customers outside the UK may be responsible for paying any applicable customs fees, duties, or tariffs upon delivery.

These fees vary by country, so please check your local rates before placing your order.

Please do not refuse delivery of your order. Refused deliveries incur both the original shipping fee and the return shipping cost. Any refund issued will be minus these fees.