Frequently Asked Questions
I’d like to close my account with Kind Find, what should I do?
We're sorry to see you go - remember, your Kind Find account is free and enables you to shop easily without having to enter your details each time. Also, your Kind Find account offers regular newsletters and you're able to take advantage of the exclusive discounts and promos on site.
How do I close my Kind Find account?
If you'd still like to deactivate your Kind Find account, you'll need to get in touch confirming at least two of the following pieces of information:
- Your date of birth
- Your billing address
- Your registered email address
Once you've confirmed this information, we'll deactivate your account and send you an email to confirm your account has been closed.
What happens if I change my mind?
Don't worry if you change your mind, just get back in touch and let us know you would like to shop with us again and we'll arrange this for you once the above information is confirmed once again.
Alternatively, you can register again with a different email address.
I need a break - how can I unsubscribe from Kind Find newsletters?
If you feel like you need a little break, you could try unsubscribing from our newsletters.
You can email us at marketing@kind-find.co.uk, and we can update your marketing preference for you.
If you want to receive newsletters again after unsubscribing, you can do this by getting in touch with our Customer Care team.
I’m a UK customer and haven’t received my Klarna statement – what should I do?
If you used Klarna as your payment method, your statement will be sent to your registered email address as soon as your order has been placed. If you haven't received your email, it's worth checking your Junk email folder in case it's been filtered there.
Please note: your statement email is sent from Klarna rather than Kin.
If you've still unable to locate your Klarna statement, please get in touch with Klarna Customer service here or our Customer Care team so we can help you further.
Disclaimer: Our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. Kind Find have no control over these sites and are not responsible for their content or availability.
I’m a UK customer – what address can I use to return my items to you?
To initiate a return, email us at support@kind-find.co.uk quoting your order reference ID.
I’m having trouble signing into my account
You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there are a few things worth checking:
- Make sure you are using the same email address and password you registered with.
- If you can't remember your password, click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.
If your issue isn't password-related, here are a few things you may want to check:
- Make sure that the 'Block all cookies' function is disabled in your browser's settings
- Check that Javascript is enabled in your browser's settings.
- Make sure that you don't have any content blockers installed.
- Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won't be able to access your account. You can resolve this problem easily by setting the time on your device to default.
If, after this, you still can't sign in, contact our Customer Care Team and give them as much detail as you can about the issue, including screen shots of any error message you receive and what you've done so far to try to resolve the issue at hand.
I’m missing an item from my order, what do I do?
We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:
- We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
- You can also check if your order has been split into more than one parcel by logging into 'My Account' and checking my orders.
- The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
- If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
If you have an item missing from your order, please let us know within 14 days of your order being delivered and we’ll do our best to help you.
I’m not receiving any communications from Kind Find, what should I do?
When signing up to Kind Find you'll be requested to consent to receive marketing subscriptions after placing your first order. If you don't confirm when registering your account, then the only emails you will receive are Order and Return Confirmation emails, any responses from our Customer Care team and any emails we feel contain important information that you should hear about.
If you did consent to receive emails after placing your first order and you're not receiving any from us, follow the steps below:
1. Check your junk mail
Your email software may be marking our emails as junk mail. To stop this from happening, please add no-reply@kind-find.co.uk to your email address book.
2. Update your marketing preferences
You can email us at marketing@kind-find.co.uk, and we can update your marketing preference for you.
3. Check your email address
Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.
4. Contact us
If after this you're still having trouble, contact our Customer Care Team giving as much detail as you can about the issue and we will try our best to help.
I’ve cancelled my order – when will my money be available again?
If you've cancelled an order through My Account, then we won't have taken any money for your order. We only take the money for an order once it's been sent to our warehouse to be packed up.
Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary:
- Credit or debit card - your payment provider will reserve the funds ready for us to take. You may notice the amount on your bank statement with a 'Pending or Reserved status'.
- Klarna - you'll receive an updated version of your invoice within 24 hours of the order being cancelled.
When you cancel the order the reserved funds will be made available to you again. This can take up to 10 working days depending on your payment provider and we're not able to speed up this process.
If the funds have not been released after 10 working days, please get in touch with our Customer Care team and we'll look into it further for you.
*Klarna are only available in certain countries. You'll be able to see whether this payment option is available to you at checkout.
I’ve forgotten my password, how do I reset it?
If you've forgotten your password, it's really simple to get back into your account.
1. Head over to our sign in page by clicking here or it can be found in the top left hand corner of the screen.
2. Click the Forgot password? link and enter your email address.
3. We'll then email you a link directly to your registered email address to reset your password.
Having trouble finding the email?
We recommend checking your spam or junk folder if you can’t find the email.
I’ve paid using Pay Later in 3 with Klarna – how do returns work?
To initiate a return, email us at support@kind-find.co.uk quoting your order reference ID.
- 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.
What if I've returned my whole order?
*All returns are subject to our original condition and fair use policies. If a refund is due, your invoice will be adjusted, and you'll receive a refund from Klarna within 10 working days for all payments you’ve already made.
Your refund will be issued back to the credit or debit card you used at checkout to pay your first instalment.
If you haven't paid all of your remaining instalments, then Klarna will cancel any future scheduled payments.
Check out our Returns Policy to find out more.
What if I've returned some items?
If you have any instalments that are still due, these will be adjusted to reflect what you have returned.
Any returns will reduce the outstanding balance from the last instalment which may remove an instalment or reduce the instalment balance.
Customers can stay on top of their payment schedule by downloading the Klarna App or logging into their Klarna account here.
How will my refund be adjusted?
An example of how a refund may be adjusted is:
- Order total - £120
- 1st instalment - £40
- Return amount - £20
- 2nd and 3rd instalment - £30
- If the refund amount was £60 then payments 2 and 3 would be £10.
If you've paid more than the value of the items you have kept, then you'll receive a refund from Klarna within 10 working days for the difference.
If you have any questions about your Klarna Pay Later in 3, please contact Klarna Customer Service
Just one more thing...Disclaimer: Our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. Kind Find have no control over these sites and are not responsible for their content or availability.
I’ve paid with Klarna – how do returns work?
To initiate a return, email us at support@kind-find.co.uk quoting your order reference ID.
- 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.
Returning with Klarna
You have 14 days to pay your Klarna invoice.
Your right to return items isn't affected by this invoice period, and you'll only have to pay for the items that you keep.
We'll send you an email as soon as we've completed your return. *All returns are subject to our original condition and fair use policies.
If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges. Click here to pay your Klarna invoice.
If you have any questions about extending your invoice, please contact Klarna Customer Service. Kind Find aren't able to extend your invoice.
You'll automatically receive a reminder from Klarna if you pass the date of payment shown on your invoice. If you've received a reminder but already returned items to us, please contact Klarna Customer Service.
Waiting for your refund?
If you haven't paid your invoice, you'll receive an updated version from Klarna within 24 hours of your returns being processed.
Already paid for your order in full? You'll receive a refund from Klarna for the items you returned.
Just one more thing...
Disclaimer: Our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. Kind Find have no control over these sites and are not responsible for their content or availability.
