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FAQs

Frequently Asked Questions

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.

  • The fourteen calendar days start from the day after you receive your order.
  • If you're returning your whole order and you've paid for delivery we'll refund the cost of Standard Delivery to your country even if you've used one of our quicker delivery options. For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £3 then we will refund you £3. The extra £2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won't be refunded.
  • We need written confirmation of cancellation from you, so you'll need to get in touch using any of our available contact options to let us know you'd like to cancel your order under the Consumer Contracts Regulations 2013. Alternatively, you can complete the Withdrawal Form attachment and send it back to us. You'll find details on how to send this back to us on the Withdrawal Form.
  • If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Once you let us know you'd like to cancel we receive your completed Withdrawal Form, we will write and let you know how to do this.
  • The items you return must be unworn and in their original condition and will be inspected once we have received them.
  • We try hard to accept all returns. Returns to us need to have the original tags still on them but need not be returned to us in the same packaging in which they were delivered to you. However it is your responsibility to ensure that the returned items are packaged well enough that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.

Withdrawal Form

You can change the details on your account at any time in My Account. To make changes to your password, email address, delivery address or payment method, follow these simple steps:

1. Log into your account by clicking on the person icon in the left top-hand corner of the page.

2. Once you're logged into your account, you can make as many changes to your account information as you'd like:

  • Password - When you click 'Account Details' and scroll down to 'Password Change. You'll be asked to enter your old password and your new password. Make sure the new password you're entering is at least 8 characters long.
  • Email address - Click 'Account Details' and enter the email address you'd like to be contacted on.
  • Delivery Address - Select 'Address' from the column on the left-hand side and 'Edit Address'.
  • Payment Method - When you click the 'Payment Methods' tab, you'll see a list of payment methods already linked to your account. Here you can 'Add a new payment method' and make changes to the payment methods you have linked to your account.

3. Once you've made the relevant changes to your account information, remember to click Save.

Any changes you make to your account will not affect the details of any orders you've already placed.

It's worth checking your account every once in a while, just to make sure we have the right details for you.

Sorry to see you go. Send us an email at marketing@kind-find.co.uk and we can update your email preference.

Good news! We now accept Google Pay as a payment method for selected countries for Android app users. You can pay with Google Pay using a Visa, MasterCard and American Express card. Your payment cards will be stored on the Android store app.

Please follow the below steps:

1. Add the items to your bag and if your device is supported by Google Pay, you'll be able to see the “Google Pay” button on bag page next to the “Checkout” button.

2. Once you select  the Google Pay button, you’ll go to the Google Pay checkout.  

2. If you've got a promo code or gift voucher, you can apply it to your order by tapping Promo code/gift voucher.

3. Once you've applied any promo codes or gift vouchers you have, select your delivery option and select Pay with Google Pay.

4. This will open Google “Pay Sheet” which will allow you to select a payment card from your Google Wallet.

5. Once you select a card and place your order, you'll see your order details, including:

  • The card you have linked to your Google Pay
  • Your billing and shipping address
  • Your delivery method e.g. Standard or Express
  • Your contact email address
  • If any promo codes have been applied to your order
  • Your order value, including any delivery charges

 

When you've placed your order successfully, you'll be sent an order confirmation email.

There's a few ways to access your saved items. Follow one the three ways below;

  1. Press the heart icon on the top left screen menu above the logo
  2. One the left menu of 'My Account' page, select 'Wishlist'
  3. On 'My Account' page, select the heart icon labelled 'Wishlist'


Once you access the Wishlist page, press on 'X' icon over the product image or button labelled 'Remove'

To initiate a return, email us at support@kind-find.co.uk quoting your order reference ID.

To initiate a return, email us at support@kind-find.co.uk quoting your order reference ID.

  • You have 14 days from the date you receive your order to return it for a refund*.
  • It can take up to 14 days for your order to reach the warehouse and be processed.
  • Refunds can take up to 10 working days to show on your account.
  • Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.

To initiate a return, email us at support@kind-find.co.uk quoting your order reference ID.

Be sure to keep hold of your proof of postage in case we need to see it at a later date.

Don't forget... 

*All returns are subject to our original condition and fair use policies. Check out our Returns Policy to find out more.

All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.

  • You have 14 days from the date you receive your order to return it for a refund*.
  • It can take up to 14 days for your order to reach the warehouse and be processed.
  • Refunds can take up to 10 working days to show on your account.
  • Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.

To initiate a return, email us at support@kind-find.co.uk quoting your order reference ID.

We're always looking for new ways of improving and expanding our returns services, so watch this space!

Don't forget...

*All returns are subject to our original condition and fair use policies. Check out our Returns Policy to find out more.

Remember to keep hold of your proof of postage – you can find this and your tracking number on the returns label you created for your parcel.

All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

Pay Later with Klarna is a payment method which allows you to buy now and pay later, meaning you only have to pay for the items that you keep.

Got a question about Klarna?

Who can use Pay Later with Klarna?
When can it be used to place an order?
How do you pay using Pay Later with Klarna?
When do you have to pay for your order?
Having trouble using Pay Later with Klarna?

Who can use Pay Later with Klarna?

  • Customers over the age of 18.
  • Customers with a billing and delivery address registered in the UK.  
  • Klarna will perform soft searches with credit reference agencies, on application to use the payment method, to determine if you are eligible. These soft searches do not impact your credit file, either at application or if a payment is missed or late, and are only visible to you and Klarna.

 
Pay Later  with Klarna gives you extra flexibility when paying for your order as you're able to pay within 30 days. If you choose to pay using Pay Later with Klarna, please remember to spend responsibly – sometimes, delaying or splitting up payments might not always be the best option. We want you to shop with confidence, so we’ve provided all the info you need below.

When can it be used to place an order?

  • When placing an order in GBP on our UK website.
  • You can't buy Kind Find gift vouchers using Klarna. If you have a gift voucher and you're spending more than its balance, you can pay the outstanding amount using Pay Later with Klarna.
  • There's no minimum spend - simply add the items you love to your basket and head to checkout. 

How do you pay using Pay Later with Klarna?

  • When you get to checkout, click ‘change’ under payment type and select ‘Add New Payment Method’.
  • Enter your card information.
  • Confirm your date of birth.
  • Click 'Place order'.
  • Confirm the phone number linked to your Kind Find account and enter the 6-digit verification code sent to you via SMS.

When do you have to pay for your order?

  • Klarna will send you an email within 2 days of your order being placed with payment instructions.
  • You'll have 30 days to complete the payment online. You can pay at your convenience, with no extra cost via credit or debit card. 
  • You'll receive a reminder two days before your payment is due, and you'll also receive email reminders.
  • If you do not pay for your order on time, you may no longer be able to access Klarna’s payment options for future purchases
  • If a payment is late, Klarna will contact you over a period of several months to try and arrange repayment of the outstanding balance. If after a period of several months you have not repaid, Klarna may use a debt collection agency to recover the outstanding balance. 
     

Having trouble paying with Klarna?

If you have any trouble placing an order with Klarna, it could be due to one of the following reasons:

  • Klarna may have rejected your application to pay on account. We'd recommend choosing another type of payment or placing an order for a smaller amount.
  • Klarna may not have been able to check your details using the billing address that you've provided. You'll need to make sure that your billing address is the same address that your bank/credit cards are registered to.
  • You may have outstanding payments on previous Klarna statements. Once these are paid off, try Pay Later with Klarna again. If you've recently paid off outstanding statements, please allow 24 hours before trying to pay through Klarna again.
  • You may have missed a required field at the checkout, such as filling in your Date of Birth.
  • If you haven't used Klarna before and you're shipping to a different address to your billing address, the payment may be declined.

To find out more about returns paid for my Klarna, click here.Just one more thing...

Klarna are an independent payment provider and Kind Find have no influence over whether your payment with Klarna is accepted or not. If you have any trouble with your order, please contact Klarna Customer Service.