Unique bespoke design clothing & accessories
We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer, because everything here at Kaci Kit is handmade, there is some potential for human error. Usually, our manufacturers quality control department will pick up on this and everything will be sorted before your order is even dispatched, however on the rare case that something does slip through then all you need to do is let us know. Take a look at the details below on how to do that:
If a product is faulty in any way, you can return it within 14 days. Contact our customer services team using the contact form quoting your name or order number. A Customer Services representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.
In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email. We will forward the evidence you submit to our manufacturer.
If the fault cannot be verified over the phone or email, you may need to return the item to Kaci Kit at the address found on the bottom of our homepage for inspection. In that instance, a determination can then be made as to the state of the product. Kaci Kit will liase with their manufacturer on your behalf then notify you via email when a determination of the fault has been made.
May we remind you to review the terms that you agreed to at the time of purchase. These are on our website if purchased online and in the online order confirmation email. Please note we work in accordance with these provisions:
Non-faulty goods - We cannot accept returns of Non-Faulty goods because the products have been personalised or customised specifically for you. Each product purchased through Kaci Kit is individually made to order.
To return faulty goods you need to first contact a member of our Kaci Kit Customer Services Team using the contact form. Please send written notice and we will contact the manufacturer on your behalf and notify you of the returns procedure for your product. We will liaise with the manufacturer to find the best solution to any issues arising from faulty products.
Kaci Kit will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question has been rechecked. If we are at fault then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.
It is only when your product has been receive in its original state, that we Kaci Kit will request that the manufacturer redo or recommend a remedy for a faulty item. Please note: if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may be able to ask the manufacturer to repair.
Where there is a minor fault we may suggest an alternative remedy.
Our Manufacturer waits 30 minutes after you place your order before they start to make your product. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your product get in touch with our friendly customer service team who will be more than happy to help and can offer a full refund.
OUR REFUND POLICY
After 30 minutes: your product/products are handmade/personalised to order, so as soon as production has started, our manufacturers have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, there will be a mandatory 20% charge.
Before you receive your items.
Things don’t always go to plan, and we know that. This means that if you wish to cancel after the production of your order has begun, we would be unable to offer a full refund, however alternative options will be discussed with you, and a partial refund may be possible. A customer service team member will be able to advise further.
No matter what, we will always be able to help you. Contact our customer service team and have a chat with them if you have any issues with your order, whether it is before or after we have started production.
AFTER YOU’VE RECEIVED YOUR ITEMS
We want you to be happy with your order, and if for any reason you’re not then please do let us know. We value all feedback. All products are made to order, these are never re-saleable, which means that there are some things you need to check before you’ve placed your order, as we won’t be able to do anything about them afterwards.
Check Text – If you require text on any of our products then please double check the spelling of everything before you submit your request for this additional service. Our manufacturer do not personally check every word that comes through and cannot be held responsible for any spelling errors that are additional features to the purchases you make via Kaci Kit.
Check Sizes – Every page has details on the sizing of a product (especially clothing – which comes with a full size-chart) as a PDF so make sure that you order in the right size. Check body measurements if you need to rather than using the size range as it is more accurate. If you have any questions please contact us, we do everything we can to make sure you have all the information you need to be able to order the right size.
Free Standard Shipping Monday-Friday Royal mail delivery on all UK mainland orders 5-14 working days. In some case it can take longer on large bulky items and personalised items. Tracked Royal Mail Saturday Delivery £13.49.
At Kaci Kit we focus on product and design quality, great service and speedy delivery. All of our surface pattern products are designed in house and then manufactured and distributed by a third party, therefore our delivery times are guided by the manufacturer and distributer.
Production times vary according to each specific product.
Delivery time details are outlined below (note: these are not the same as production times) Kaci Kit’s manufacturer/distributer does not continue production or dispatch work over the weekend except at Christmas and other busy events. Orders placed through Kaci Kit would need to be placed sooner than the manufacturers date of Dec 22nd midday to avoid disappointment. Kaci Kit recommends placing orders for the Christmas period at least 7-10 working days prior to Christmas
Our free delivery service will be Monday - Friday. For those wanting a Saturday delivery will incur a charge.
Kaci Kit’s distributer uses the Royal Mail’s 1st Class Recorded service for most orders under 2kg. This is their standard service and is the default delivery option listed in the shopping cart. Once your order has been dispatched. Royal Mail delivers 94% of our orders the next day it may sometimes take 5-14 working days including Saturdays, but not Sundays.
If your goods are dispatched after 6pm, parcels are usually picked up the morning after. At this point, unfortunately no delivery address change can be made. In the case of express delivery, the next working day counts as the first day of delivery.
If your item is over 2kg, bulky, or large (over 60x40cm), our distributers use FedEx UK couriers; they deliver the next business day and are a part of their standard service. They can offer a Saturday delivery service for an extra fee.
UK non-mainland delivery is available for Royal Mail Recorded and Special Delivery, except in the case of large or bulky items that need a service other than Royal Mail's standard recorded. If large or bulky pack to non-UK mainland destination, customers may be required to pay the surcharge for the delivery excess charged by the carrier. We will contact you to inform you of the costs.