Find answers to the most common questions about orders, shipping, returns, authenticity, and more. If you cannot find what you are looking for, get in touch below.
Orders and Shipping
How long does delivery take?
Standard UK delivery takes 3–5 working days after dispatch. Express Insured Shipping takes 1–2 working days after dispatch, and Premium Next Working Day Delivery is available for eligible orders placed before 2:00 PM, (GMT+00:00) Greenwich Mean Time (London), Monday to Friday. For more details, visit our shipping policy page.
How do I track my order?
Once your order is dispatched, you will receive a shipping confirmation email with your tracking number and tracking link. Tracking may take up to 24 hours to become active. You can also track your order through the Order Tracking page.
How long does it take to process my order?
Orders are normally processed and dispatched within 1–3 working days, Monday to Friday, excluding UK bank holidays. During busy periods, processing may take up to 5 working days.
What happens if my order arrives damaged or incorrect?
Please contact help@klaykicks.co.uk within 48 hours of delivery with your order number and clear photos of the issue where appropriate. We will review the matter and may offer a refund, replacement, or another suitable remedy.
How much does shipping cost?
Shipping within the UK costs: £4.99 for Standard Shipping on orders below £120, Free Standard Shipping on orders of £120 or more, £6.99 for Express Insured Shipping and £9.99 for Premium Next Working Day Delivery.
Can I change or cancel my order after placing it?
You may request a cancellation within 24 hours of purchase, provided the order has not already been processed or shipped. Contact us as soon as possible at help@klaykicks.co.uk. If the order has already been dispatched, you can follow the standard return process after receiving it.
Returns and Refunds
What is your returns policy?
You may notify us that you wish to return an eligible item within 14 days of receiving your order. After notifying us, you have a further 14 days to send the item back. Items should be returned in their original condition, with tags, labels, accessories, and original branded packaging where applicable.
How do I return an item?
Email help@klaykicks.co.uk with your name, order number, email address, product details, and reason for return. We will provide the return instructions and return address. Where applicable, we may also provide a prepaid return label. To learn more, visit our return and refund page.
How long does a refund take?
Once your return has been received and inspected, approved refunds are normally processed within 5–7 working days to the original payment method. Your bank or payment provider may take additional time to display the refund.
Who pays for return shipping?
If the item is faulty, damaged, incorrect, non-compliant, or sent in error, Klay Kicks will provide a prepaid return label or another suitable return solution. For change-of-mind returns, the customer is responsible for the return shipping cost.
Can I exchange an item for a different size?
Direct exchanges are not guaranteed because some products have limited availability. We recommend returning the item for a refund and placing a new order for the required size, subject to availability.
Billing terms and Payments
What payment methods do you accept?
We currently accept Shop Pay, Google Pay, Apple Pay, PayPal, Klarna, Visa, Mastercard, Maestro, American Express, Discover, Diners Club, UnionPay and Elo. Available payment methods may vary depending on your device, browser, or checkout options. For more details, visit our billing terms and conditions page.
Is it safe to shop on your website?
Yes. Klay Kicks uses SSL encryption to help protect information transmitted between your browser and our website. We do not directly store your full credit or debit card details.
Do you offer Buy Now, Pay Later?
Yes. Where available, eligible customers can use Klarna. Approval, payment schedules, and applicable credit terms are determined by Klarna.
Are your prices inclusive of VAT?
Yes. Prices shown to UK customers include UK VAT where applicable. KLAY DESIGNERWEAR LTD is VAT registered under GB 521 8345 05.
Authenticity and Products
Are all your products authentic?
Yes, every item we sell is 100% genuine. We source exclusively from authorised distributors, licensed wholesalers, and verified retail channels, and each pair passes a multi-point inspection before it is dispatched.
Are you an authorised retailer for the brands you sell?
Klay Kicks is an independent retailer. We are not an official stockist of, nor affiliated with, the brands we sell. We source authentic products through verified channels and make no claim of official brand partnership.
What if I think my product isn't genuine?
We stand firmly behind the authenticity of everything we sell. If you have any concerns, contact us within 14 days of delivery and we will review it with you. Our full process is set out on our Authenticity page.
Why are some products priced above or below retail?
Many of the styles we carry are limited or sought after, and resale market pricing reflects availability and demand rather than the original retail price. Our pricing is set accordingly for the pieces we are able to source.
Do products come with original packaging?
Yes. Products arrive with their original packaging where applicable. Please note that on some sought after styles the original box may show minor shelf wear, which does not affect the product itself.
Still Have a Question?
Our team is here to help. Get in touch and we will get back to you within a working day.