Frequently Asked Questions
I’ve received a faulty item, what should I do?
We’re really sorry if you’ve received a faulty item.
Please return the item to us as soon as possible so we can get this sorted for you. Please get in touch with our Customer Care team and they will gladly help you further.
Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.
Please note that we are unable to send replacements for faulty items.
I’ve received an incorrect item in my order, what do I do?
We want to sort out any issues with incorrect items straight away.
If one of the items you received isn't what you ordered, please email us at orders@kind-find.co.uk quoting your order ID.
Keep hold of your proof of postage in case we need to look at it further on down the line.
If you choose to return through another method, it's your responsibility to pay for your return. If you still want the order and your desired items are still in stock, please order them through our website as normal.
The easiest way to do this is to log into 'My Account', view your original order, and then add the items to your shopping bag.
My payment was declined, what should I do?
1. Place your order again
If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined.
2. Make the relevant checks
To help ensure your order is not declined when placing a new order we suggest checking the following:
- Check the card details on your Kind Find account to make sure the information is correct, e.g. the expiry date or your billing address.
- Make sure you enter the security code correctly - that's the three digit number on the back of your card.
- Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
- If you've checked all of the above, try paying with another card.
3. Next steps
If your payment has been declined through the 3D secure security measures you’ll need to contact your bank for further information.
Whereas, if you've received an error message, please contact our Customer Care team with as many details as you can about the issue - including the error messages you receive, and we'll try to resolve it as soon as we can.
Where’s my order?
Dispatch times: All orders are dispatched within 7 business days.
Has your estimated delivery date elapsed? Please allow a few extra days for your order to be delivered (especially during busy times). Our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.
If your order doesn’t arrive, please let us know within 30 days of the date by which your order should have been delivered and we’ll do our best to help you.
If you have any other questions, email us at orders@kind-find.co.uk quoting your order reference ID.
What can I do if items are disappearing from my shopping bag?
If you've added something to your shopping bag, it will be reserved for 60 minutes. After 60 minutes it will be removed so other customers can buy it.
If you find something has disappeared within 60 minutes, this may be because you're using the back button on your browser to navigate. You can try refreshing the page.
If you continue to have problems you may need to delete your cookies - a cookie is a small file we store on your device to let us know who you are next time you visit us (for more information about cookies, click here).
Please note that if you have items in your bag or your 'saved items' that were added when you weren't logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history. If you sign in before you clear your cookies, all of your saved items will be saved to your account.
To clear your cache and cookies on a mobile browser please see the below steps:
iOS - Safari
Press the Home button and go to Settings. You'll see Safari listed with some other apps. Simply select Safari and then select Clear History and Clear Cookies and Data. Once you've done this, simply open up Safari again and go to our website. You should now see our mobile site instead of desktop.
iOS - Chrome
If you're using Chrome on an iOS device, open up the Chrome app and press the menu button in the top right hand corner (its three lines one under the other). Select Settings and then Privacy on the next screen. You'll then see the options to clear your cache and cookies. Once you've done this, simply close and reopen Chrome again and go to our website. You should now see our mobile site instead of desktop.
Android - Chrome
If you're using an Android device, then with your browser open, press the Menu button. Select Clear Browsing Data and then Privacy on the next screen. You'll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button.
If your operating system or browser is not listed please check out your browser's support documents which you can most likely find online.
Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.
If after this you're still having problems, contact our Customer Care Team giving as much detail as you can about the issue including:
- Screen shots of any error messages you get
- What you've done so far to try to resolve it
What happens if I’m not in when my order arrives?
Someone needs to be in when your parcel is due to be delivered as we may need a signature. If this isn't possible, our delivery partner will usually try to deliver more than once.
Alternatively they'll leave a calling card confirming that they've either left it with a neighbour, left it in a safe place, when they will try to re-deliver or give you details on how to collect it.
What happens to my refund if my card is no longer in use?
Your refund will still go back onto the card details used on your order as long as the card account is still open.
When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card.
What is Kind Find’s approach to packaging?
We've invested a huge amount of time and resources into making sure our current packaging is as sustainable and environmentally friendly as it can be. Whether it's the pros and cons of compostable packaging vs biodegradable, or working out ways to extend the life of our mailbags, we're on it.
We believe our current packaging set-up is the most sustainable we can achieve right now. We've done loads of research on this, and we're confident about the choices we've made - but we're always looking at ways we can improve, and we'll be updating these pages to keep you up-to-date with our progress.
What is your return policy?
Read our full Return and Refund Policy. See other most frequently asked questions here for more details.
What should I do if I’ve been overcharged for my order?
We're sorry if you've been charged more than you were expecting for your order.
If you've used a promo code on your order, the discount may not apply to all of the items in your basket. There are certain exclusions with some promo codes and you can find these in the T&Cs that would have been included when you received the code.
If you still believe you've been overcharged for you order, then please get in touch with our Customer Care team and we'll look into it further for you.
