Here we have added answers to the most common questions our customers ask when ordering, shipping and returning items
We want to ensure you select the correct size, so we have size guides available on almost all of our product pages. You need to check this as our garments sizing can depend on the material used to make it. Click the size chart button on the product page to see them.
Please contact us immediately at sales@kristianhope.com and send us an email with the correct information, so we can update your order.
Please continue to our Contact page and send us an email with your order number and the name of the missing item, then we will get right on it.
The billing and shipping address can be different. However, both addresses must be in the same country.
In short no, we do not deliver outside the UK
We strive to send all orders, placed before 10am the same day. However, during peak times there can be delays. Once your order is completed (processed and ready for dispatch) you will receive an email from our carrier with your tracking number. Please note: There can be a delay of several hours, from when the tracking number is created, until it is active.
We do not ship to P.O. Boxes. No exceptions can be made.
If for any reason you want to return something or exchange it for a different size or colour, you can do so within 28 days of delivery. (14 days for sale items).
If your product is faulty please contact customer services as soon as possible who will be able to assist you.
Returns need to be new, unused, in a saleable condition in their original packaging, and with all the labels, tags, any security devices or seals intact. Underwear and swimwear must be unworn.
Please note, you are responsible for paying the postage charges for returning goods to us. We strongly recommend you ask for a proof of postage in case the parcel goes missing on its way back to us.
We do not refund the original postage and packaging charge. Exchanges are sent out to you free of charge. Please note that we can only process an exchange for an item of the same value or less than the products that you are returning.
Follow the instructions on the packing slip enclosed with your order, which includes a detachable label with our address on it. Please complete and enclose the Returns Form indicating whether you would like an exchange or a refund.
If you no longer have the packaging slip, please email Kristian Hope customer services with your name, order number and reason for return. Include whether you would like an exchange or refund and why you are returning the item so that we can improve our service in future.
If you are returning a gift, please remember to include the buyer’s name and their order number. Refunds for items bought as gifts can only be given to the original payer. If you exchange an item, we can’t stop the payer from being notified.
Postage charges for returning goods are your responsibility. Please request a proof of postage in case the parcel is lost in transit.
We always try to deal with returns as soon as they arrive. However, during very busy periods, please allow up to 7-10 days for your return or exchange to be processed. Please note if your exchange request is unavailable a refund will be processed instead.
Please send returns to:
Kristian Hope Returns
Address 1
Address 2
Address 3
Post code
For further assistance please contact our customer service team by email at customerservice@kristianhope.com or call us on 0151 XXX XXXX. Please note our office hours are 9am to 6pm, Monday to Friday.