Customer Service
01 EMAIL
shop@kikokostadinov.com
We aim to respond within 24 working hours, excluding UK National Holidays.
02 CALL
+44 7984 629789
Tuesday — Friday 11:00 – 18:00 (GMT), excluding UK National Holidays.
03 WILL I HAVE TO PAY DUTY AND IMPORT CHARGES ON MY ORDER?
KIKO KOSTADINOV LTD has partnered with Global-e to provide a better shipping service to our customers. All orders will now have the correct duties, taxes and shipping costs calculated at the checkout, and can be paid for in local currency using your preferred payment provider. No further costs will be charged on receipt of the order.
If your delivery country is not supported by the Global-e network, you will be responsible for the payment of duties and import fees locally. This information will be available to you at checkout. All orders are contracted to Global-e and will be subject to their Terms & Conditions.
04 HOW CAN I TRACK MY ORDER?
A confirmation email with the courier tracking number will be sent once an order has been dispatched. Conversely, you can use the Global-e Tracker using your Order ID and email address.
05 HOW DO I RETURN AN ORDER?
All orders are now contracted with our shipping partner, Global-E and are subject to their Terms & Conditions. Returns must be arranged through the dedicated portal:
Please ensure that you have your Order ID and email address to quickly process your return. Please note that some International Returns may be subject to longer processing times.
06 WHAT IS YOUR RETURN AND EXCHANGE POLICY?
You may return full price items within 14 days from the date of delivery for a full refund, on the condition that the item is unused, in the same condition that it was received, and it must also be in the original packaging with tags still attached. We reserve the right to refuse a return that does not comply with the above conditions.
Refunds are only permitted for full price items, sale or promotional items cannot be refunded and are always considered to fall under our "Final Sale" policy.
This policy does not affect your rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Under these laws, you are entitled to a refund, repair, or replacement if an item is faulty (for example defective, damaged, or stops working within a reasonable period), is not as described (for example incorrect size, colour, or product details differ from the description), is unfit for purpose (for example advertised as waterproof but is not).
If you receive a faulty or incorrect item as part of a Final Sale order, please contact our customer support at shop@kikokostadinov.com within 72 hours of receiving your order. To process your claim, we may require a description of the issue, clear photographs of the product showing the fault or discrepancy and your order number.
Under Final Sale Policy returns or refunds will not be accepted in the following cases:
Change of mind / Buyer’s remorse.
Incorrect size selection (unless the item was misdescribed).
Minor variations in colour due to screen resolution.
07 DO YOU OFFER FREE RETURNS?
For faulty items we will refund the cost of shipping. For non-faulty items the customer is responsible for the cost of shipping.
08 HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
Once received at our Returns Department, we aim to process returns within 10 working days. A confirmation email will be sent once the return has been processed.
09 WHEN WILL I RECEIVE MY REFUND?
Once processed, refunds will be credited back to the original method of payment within 1-5 working days.
10 SHIPPING
Orders placed before 13:00 GMT will be processed and shipped the same day. Any orders placed after this time will be dispatched the next working day.
Complimentary Delivery is available on orders meeting the minimum threshold.
Orders are shipped via DHL. Please note we do not offer weekend delivery.
We aim to ship your order as quickly as possible but we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions. Please allow for delays during sale periods and holidays.