Ordering and shipping
We ship worldwide with the exception of Russia. For more information about our shipping zones and prices please click here. For non-UK deliveries we advise you choose a tracked option where available as this will help us to help you if your order is delayed.
For EU customers, we offer a dedicated website with pricing in Euros that includes all taxes and duties: www.kite-clothing.eu.
For German customers we offer a dedicated German language website in Euros that includes all taxes and duties: www.kite-clothing.de.
If we are expecting further stock, this will be advised on the product page of the garment. Normally we only receive one delivery per style each season, however we do receive returns. Please keep an eye on our website as the item you are looking for may become available again.
We will need to check the status of your order to see if this is possible. Please contact us at firstname.lastname@example.org with your order number and your request and we will be happy to look into this. If your query is urgent, please call us on +44 (0)1202 733222 and speak to a member of our team.
We’re sorry! We work hard to achieve our delivery times as stated on our delivery page, but occasionally there can be delays. For UK orders, please check the tracking link provided in your dispatch email. If your delivery destination is not in the UK, we ask that you wait for the advised number of working days before getting in touch. For any delivery queries, please contact us at email@example.com.
To ensure the best fit we suggest choosing a size based on height rather than age if possible. For example, if your child is aged 2 years and they measure 86-92 cm we would suggest you purchase our 18-24m / 2y size. If they are taller than 92 cm we would suggest buying our size 3y (which is typically comparable to age 2-3y from other brands). You can find all our sizing information, including height details, here.
If your order contains a gift, you can add a message in the notes section on the “Shopping Bag” page which will then be shown on the delivery note. Please write your message exactly as you would like it to appear. Please note that we do not show any pricing on our paperwork. We do not currently offer a gift wrapping service.
We also offer Kite Clothing eGift cards up to the value of £100 which are delivered by email on the same day that they are purchased. You can find them here.
If you would like to swap a garment that you ordered directly from us, we ask that you return the item that you do not want (in its original condition with labels intact), and then place a new order for the garment you require.
We aim to process returns within 5 working days of receiving your parcel although during sale periods this can be a little longer. Once we have received and processed your return we will send you a refund notification via email. Refunds will be made to the payment card used for your original order and the money will usually appear back in your account within 5-10 working days. If you have not heard from us then please send us your proof of postage receipt via email to firstname.lastname@example.org so that we can look into this further.
We are really sorry! If you have received a faulty item please send an email with your order number, a brief description of the fault and some photos to email@example.com and we will take it from there.
If you have received an incorrect item, please send an email to firstname.lastname@example.org with your order number, a photograph of the incorrect item and ideally the product code (this should be either on the bag or on the care label inside the garment), as well as which garment was missing if applicable. We will aim to get this resolved as soon as possible.
We suggest following the washing instructions on the care label of your clothing, you can also find this information on each product page on our website. Most of our styles are machine washable at 30 or 40 degrees and we recommend 30 degrees to be kinder to the planet. You can also read more about caring for your clothes here.
We don't recommend tumble drying our garments, both due to the risk of heat causing shrinkage and the possibility of the vigorous tumbling action damaging the clothes. Tumble dryers are also not great for the environment which as a sustainable business is something we consider. If you choose to tumble dry our clothes, please be careful of any delicate fabrics and be aware that if damage is caused, we are unable to help.