General FAQs

Product Information

Can you explain one-size to me? Most of our items are one size, but the sizes range covered varies from item to item. so some fit UK 8 to 20 and some fit UK 8 to 16 etc. Just click on the photo of any item you are interested in and it will take you to the description panel which will give you the size range for that item. Alternatively you can go to ‘departments’ and pop in your size in the filters down the left hand side of the page to reveal only items that will fit you.

The item I’d like to order is no longer online, what do I do? Unfortunately this means the item is now out of stock, however certain styles do get restocked. If you would like to know when/if the item will be back in please call our team on 01423 325725 and we can let you know if it will be back and put you on a waiting list.

Do you have the sizes and heights of your models? Yes we do, we provide all this information over on our size guide.

How do I care for my clothes? Please visit our care guide to find all the details you need.

Discount Codes and Special Offers

Can you tell me more about how to use discount codes?
For all information about discount codes please visit our Terms and Conditions and head to the 'Sales and Discounts' section.

Can you tell me more about special offers?
For all information about special offers please visit our Special Offer Terms and Conditions page.


What method of payment can I use? We use Klarna as our secure online payment gateway, along with PayPal and AmazonPay. This gives you the option to pay immediately by credit card, debit card, PayPal and AmazonPay, or buy now and pay in 30 days with Klarna (subject to status).

What if my Klarna statement date is due before my returns have been refunded?If you return your items within week of receiving them and then it takes another two weeks for us to process, you should still have a week in hand before your 30-day Klarna statement is due to be paid. But if you don’t send the returns back until later and the Klarna payment date becomes due in the meantime, the best thing is to pay the bill and then Klarna will refund you once the returns have been processed.

Why haven’t I been offered the chance to pay later by Klarna?Klarna don’t offer the pay later in 30 days option to every customer, every shop. Here’s link to frequently asked questions about Klarna which should explain why you may not have been offered it on this occasion. 

I have a discount code, how do I redeem it?If you have a discount code please enter this at the basket page by clicking the ‘got a discount code?’ text. You will then see a space to enter the code and click apply. If your code doesn’t work it may be because you are not logged in or the code has expired.

Orders & Deliveries

Where can I buy from you?
You can buy from us 24/7 online at or you can call us (9am to 5pm Monday to Friday) on 01423 325725 and place your order over the phone.

I would like to change/add to my order?
Please call our team on 01423 325725. Please note, if your order has already been processed by the packing team we will not be able to do this.

I’d like to cancel by order?
To cancel your order please call 01423 325725. Please note, your order can only be cancelled if the packing team have not already picked your order.

How do I know when my click and collect will be ready?
When you receive a dispatch email your parcel will be ready for collection.

Why can’t I place an order online?
Our website is fast, secure, and we update it regularly to maintain and improve how our customers are able to use it. Should you be having an issue with the website, please try these solutions.

  • Unable to log into your account? Please request to update or change your password. Alternatively call our team on 01423 325725
  • Please ensure the captcha security is answered correctly. This feature helps maintain the security of our website and your account.
  • If a payment is not being accepted, please check you have entered the correct delivery and billing details. The ‘Billing Address’ needs to match the address that is used with your bank.
  • If choosing to pay with Klarna via your card or the buy now pay later options, your billing and delivery address must be in the same country. Please choose an alternative payment method if one of your details are not within the same country.
  • Have you selected the correct delivery zone on the basket page? Please double check this in the drop down options.

Can I change my delivery to Saturday delivery?  
Please call us ASAP on 01423 325725. If the parcel hasn’t been packed we can changed your delivery option and take the extra payment over the phone.

Where is my delivery?  
 We aim to despatch your order within 24 hours and we book all UK orders on an overnight delivery service, either by courier or Royal Mail. However, at busy period periods (such as at sale times or Christmas) we cannot guarantee these timescales. Please contact us on 01423 325725 if you haven’t received your order within seven days of placing it. For more information please visit our delivery and returns page.


How do I return an unwanted item? You should have received a returns form inside your parcel. Just fill this out and return the item(s) to us at Kit and Kaboodal, Ousegill Business Park, Unit 3-10, Carr Side Road, Great Ouseburn, YO26 9AE. Returns are at your own cost. If you have misplaced the returns form, please just pop a note inside your parcel with your name and order number on it so that we can link the return back to you once received. For more information please visit our delivery and returns page.

Have you received my returns? Where is my refund? Our refunds policy is up to 14 days from the date we receive your item back. As soon as we refund your order we will email you to confirm receipt. If you have a Royal Mail tracking number for your returns, you can track it here to see which day we received it back.

Do you send an email when you receive a return? You will receive an email when your refund has gone through.

I have received a faulty item, what should I do? Please contact our customer services team on 01423 325725 so that we can arrange a replacement or refund for you.

E-Gift Vouchers

My E-Gift Voucher hasn’t been sent, what should I do?

Please double check that your e-gift voucher has been sent to the correct email address. Once you have done this, and the email has still not been received please call our team on 01423 325725.

My E-Gift Voucher code I received doesn’t work, what should I do?

This is usually a problem when the voucher has been set up with a different email to the one you are using to log in. Please check these are the same. If they are not you will need to contact our team on 01423 325725 and we will process the voucher for you manually if possible.

How can I find out how much if on my E-gift Voucher? Simply log into your account and go into your e-waller, this will tell you your balance.

Loyalty and Members Club

How does the Loyalty Program work? Head to the bottom of our Loyalty page where you can find the FAQ section all about this. Visit Our Loyalty Page

How do I join the Kit and Kaboodal Members Club? To qualify as a member, customers need to be in our loyalty scheme as a Bronze, Silver or Gold member.

Why would I want to join the Members Club? In this group you can enjoy product head starts, exclusive content, a chance to interact with other Kit and Kaboodal fans and more.

Newsletters and Lookbooks

How do I sign up to your email newsletter? Just follow this link and enter your details to receive our newsletter.

Why am I not receiving emails, I thought I had signed up?To receive all our email communication you need to be opted into emails on your account(you can check this by logging into your account and checking your marketing preferences) and you also need to be signed up to to our newsletters, just follow the link to check you are signed up.

Why have I not received my birthday discount? To receive a birthday discount you need to be signed up to all our emails (please see how to check this above) and you need to have your date of birth entered on your account. Birthday codes are sent out (if these conditions are met) on your actual birthday at any time during the 24 hour period. If you still haven’t received yours by the next day please call our team on 01423 325725.

Please can you remove me from your look book mailing list? We don't actually have your name and address details as our look book was sent out on our behalf by the Abacus Alliance which is a distribution company. This company has your details because at some point in the last three years you must have ticked (or failed  to untick) a box allowing mail shots from third parties. If you’d prefer that your details were not used in this way, please contact Epsilon by calling 020 8943 8049 or emailing and they can remove your from their database so that you will not receive future mailings from ourselves or other third parties.