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Delivery & Returns

DISPATCH & DELIVERY TIMES

The dispatch times from our warehouse stated below do not include courier delivery times.

Please note that during peak season (May – September) these timelines may increase. We will endeavour to keep you informed of anticipated dispatch dates if where delays do occur.

For orders that do not require personalisation and where they are in stock they will be prepared for dispatch from our warehouse within 3-5 working days. For products that are not stocked and do not require personalisation these will be prepared for dispatch from our warehouse in 10 - 12 working days.

For orders that require personalisation and where they are wholly in stock they will be prepared for dispatch from our warehouse as follows:

Off Season (October – April)

  • Printing only: 1 week
  • Embroidery only: 1 - 2 weeks
  • Print & Embroidery: 1 - 2 weeks

Peak Season (May – September)

  • Printing only: 3-4 weeks
  • Embroidery only: 2-3 weeks
  • Print & Embroidery: up to 5-6 weeks

The above stated timelines are a guide only. Where there are issues beyond our control this could result in delays to the above dispatch times. Our customer services team will endeavour to communicate any delays.

For any orders that contain products that are not stocked and require personalisation these will be prepared for dispatch from our warehouse as follows:

Off Season (October – April)

  • Printing only: 2 weeks
  • Embroidery only: 2 - 3 weeks
  • Print & Embroidery: 3 - 4 weeks

Peak Season (May – September)

  • Printing only: 6 weeks
  • Embroidery only: 5-6 weeks
  • Print & Embroidery: up to 8 weeks

The above stated timelines are a guide only. Where there are issues beyond our control this could result in delays to the above dispatch times. Our customer services team will endeavour to communicate any delays.

All orders will be shipped in a single consignment. Please be aware that this may cause delays to dispatch times. Such delays are as a result of, but not limited to, delays by the brands dispatching goods to us, and in peak periods delays in the Print & Embroidery Lab due to the volume of orders we receive. If you require part of your order to be shipped in advance of the delayed products then please contact our customer service team via telephone 0800 047 8434 or email sales@kitking.co.uk. Please be aware that additional shipping fees for splitting an order for delivery will apply.

For delivery in the UK we currently offer a next day service via DPD only. Please note that the next day service does not include the dispatch times from our warehouse stated above.

For international deliveries we can only provide a price on application. Please contact our sales team via email sales@kitking.co.uk and/or telephone 0116 262 7332.

When sending goods across international borders, goods maybe subject to duties and taxes as determined by customs in the destination country.

For customers purchasing from our website for delivery internationally please be aware that the customs charges for products bought may be levied by your local government.

You’ll be contacted by your local courier or postal service company explaining how to pay any duties and taxes for dealing with customs.

As duties and tax charges are not assessed until the shipment enters the destination country, we cannot be held responsible for these additional charges as they are directly attributable to you as the importer of the goods.

UK
If your parcel has not arrived within 7 days of receiving a dispatch notification please contact us via email sales@kitking.co.uk or telephone 0116 262 7332.

International
You will receive a dispatch notification which will state the service we have used to dispatch your parcel and the shipping time. If you have not received the parcel 7 days after the latest shipping time stated please contact us via email sales@kitking.co.uk or telephone +44 116 262 7332.

RETURNS

1. RETURNS & REFUNDS

There is no automatic right to return, exchange or cancel outstanding orders. All returns, exchanges and order cancellations are at the discretion of the Company. If you would like to return, exchange or cancel an order you need to email customerservices@kitking.co.uk in the first instance quoting:

Invoice Number

Name

Business / Company Name

Address

Email

Contact number

List of items for return / exchange or whether you want to cancel an outstanding order

Reason for return / exchange / order cancellation

Please note that the submission of details for return, exchange or order cancellation is not acceptance of your return. The Company reserves the right to accept or reject, in whole or in part any submission for return, exchange or order cancellation. If your submission for a return or exchange is accepted you will be issued with a returns authorisation number which you must include when returning your goods to us. Please see 12.2. for further information on our returns and exchange procedure.

1.1. Restocking fees

The Company offers thousands of products across a number of Brands. As a result we cannot hold stock of all products, colour variations and sizes offered for sale. The following Brands do not automatically accept returns:  Nike, Adidas, Puma, Stanno, Pro Star, Errea, Macron, Givova, Mitre, Umbro, Zeus Sports, Joma and Hummel. Where a return is accepted by the brand the customer is liable to pay any restocking fee associated with the return. You will be notified of the restocking fee at the time your order is authorised to be returned. The restocking fee will be automatically deducted from your refund once the goods have been received back.

 1.2. Returns & Exchange Procedure

Once accepted for return you will be issued with a returns authorisation number which you must include when returning your goods to us. Customers must ensure goods are back with us within within 14 working days of receiving our returns authorisation number. All goods that are accepted for return must be in an unused, resaleable condition with tags attached and in the original undamaged packaging. Items that are not returned in a resaleable condition will not be refunded. Any items that are received after this time period will be subject to an administrative charge of £25 which will be automatically deducted from any refund issued.

Where you want to exchange a product, please contact us in the first instance in order that we can issue a returns authorisation number.  Once this has been issued we ask that you order your replacement online, in order that we can process it as quickly as possible. You can then return your unwanted items for a refund. As noted above: all goods that are accepted for return must be in an unused, resaleable condition with tags attached and in the original undamaged packaging. Items that are not returned in a resaleable condition will not be refunded.

For hygiene reasons, where items such as head guards, socks or undergarments are worn or removed from packaging this removes the right to return or exchange these items and no refund will be processed.

1.3 Returns & Exchange Costs

Except where the return is required as a result of our error, all returns and exchanges are at the cost of the Customer. The Customer has sole responsibility for ensuring goods are returned to us. We encourage all customers to use an insured and tracked service to send items back such as Royal Mail Recorded or Special Delivery. It is strongly advised that you get a proof of posting certificate. No refunds or exchanges will be made for items returned, but not received by us if no proof of posting was obtained.

 1.4. Personalised Goods

Orders for personalised Goods cannot be returned, exchanged or cancelled.

 1.5. Refunds Policy

Refunds for returned or cancelled orders can take up to 14 working days from receipt of the item. We will not issue a refund until we have received the Goods back or you have supplied evidence of having sent back the Goods.

Refunds will be issued using the same method payment as you used for the initial transaction unless otherwise agreed. Any restocking fee that we have notified you of at the time your order was accepted for a return or cancellation will be deducted from the full amount of your original order before a refund is issued. We will notify you once a refund has been made.

1.6. Order Errors

In the event you find there is an error with your order you must notify us in writing within 48 hours of receipt of the parcel via email customerservices@kitking.co.uk or the contact form on the website www.kitking.co.uk. Please carefully check the goods received against the packing list included in the parcel and notify us of the specific discrepancies. Except for where the return is required as a result of our error, the cost of return postage and the original postage charge are both non-refundable. Where your order is faulty (either supplied incorrectly, or faulty) we will organise the return of the item for you.