All orders will be processed within 1-3 working days after you have received a confirmation email.

Unforeseen circumstances (e.g., weather conditions, strikes, or other disruptions) may cause delays with your delivery; please know this is out of our control, but we will do what we can to help.

All parcels are delivered with Royal Mail Tracked 48 (delivery will take approximately 2-3 working days).

Lost parcel: If you have not received your parcel within 10 days after receiving a confirmation email, please contact us via email so we can contact the courier.

Inaccurate address: Unfortunately, we cannot be responsible if the wrong address has been provided. This is a fault of the customer.

Stolen parcel: We cannot be responsible for parcels being stolen if they have been safely delivered.

Damaged parcel: In the unfortunate event that a parcel has been damaged, please contact us via email and the courier's customer service department.

We're sorry to hear that you need to return your KILO&CO. item(s). If you would like to return an item, it has to be within 14 days of the delivery date. Unfortunately, we will not be able to process a return or refund if this date has been exceeded.

To be eligible for a refund or exchange, your item(s) must be returned to us in the original condition—this means no evidence of pet hair.

You will be required to cover the postal return fee, unless the items are faulty (photographic evidence will be required). Please ensure a 'proof of postage' receipt is collected when returning an item (if tracking is not used) in case the parcel goes missing.

If your return is approved, an exchange can be performed with the information you have provided.

If your return is approved, a refund will be processed to the original payment method within 7-10 business days. If you have not received your refund within 10 business days of receiving your notification of refund, please check with your eligible banking company that the processing times are not longer than expected. If there is still no sign of your refund, please contact us so we can help.