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.
Can I cancel my order after I’ve placed it?
For all of our other payment options, there are varying time limits in which you can cancel your order:
- Standard Delivery & all other delivery options - 60 minutes after completing your order.
Cancel an order
1. Log into My Account by selecting the person icon in the left top right hand corner of any page.
2. Go to My orders and select the order you're looking to cancel.
If the button next to an order says Cancel/View, you still have time to cancel by clicking the button. Your order status will change to Cancelled.
If the Cancel button is not available, it's too late for you or our Customer Care team to cancel your order.
If you wish to cancel your order under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, click here.
Just one more thing...
When you place an order with Kind, the funds are reserved for us - we don't actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don't take the money however it may take up to 10 working days for your bank or card issuer to make your funds available to you again.
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’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.
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.
