Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Once we receive your order we always aim to ship quickly. If you’d like to cancel or edit the shipping address on your order, please email us at hello@kindbag.co as soon as possible and we’ll do all we can to change it before the order ships.
We are unable to modify an order once it has shipped however we may be able to cancel it before it ships if you contact us right away. We will always do our best to assist with returns and exchanges where possible.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Will I be charged taxes and/or duties?
Will I be charged taxes and/or duties?
Your order will be shipped from UK and with the Delivery Duties Unpaid, where the seller is responsible for the export taxes only. It is the buyers responsibility for paying the import taxes upon receipt of the item. The buyer can pay these at the local post office/online.
Sending as a gift?
Sending as a gift?
All of our deliveries are paper free meaning no invoice will be included! Ready wrapped in Kind Bag tissue paper we would love for you to send your gift straight from us to the recipient - rest assured there'll be no billing information included in your order.
Our mailing carton is also letterbox friendly for contactless delivery (up to 6 medium bags). You can also add your own message to the packing slip - add your message at the cart page before you checkout.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, please visit our Returns Portal
We recommend that you send the parcel with tracking and use a delivery service that insures you of the value of the goods as the item is your responsibility until it reaches us.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Do you offer Extended Festive Returns?
Do you offer Extended Festive Returns?
During the festive season we are extending our returns window for all orders placed in November and December to be eligible for return until the 31st January 2025. Please follow the below steps to have your return processed.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
All orders placed after 1pm will be dispatched the next working day
UK Mainland, Highland and Islands
- Delivery with a proof of delivery (3-5 working days / Royal Mail) at £3.95, free for orders over £70.
- Express Tracked Delivery (1-2 working days / Royal Mail) at £6.50.
Northern Europe
- Standard Delivery (3-8 working days) at a flat rate of £11.00.
Southern Europe
- Standard Delivery (3-8 working days) at a flat rate of £15.00.
Rest of The World
- Standard Delivery (3-9 working days) at £20.00.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-2 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Do you Ship Internationally?
Do you Ship Internationally?
Yes! We ship to most countries worldwide. To check if your country is included and for details of cost and time head to ourdelivery page.
