FREQUENTLY ASKED QUESTIONS
Support with simple guidance.
Here you’ll find answers to the most common questions about our products, policies, and services. We’ve gathered everything in one place to make your shopping experience simple, transparent, and stress‑free.
Email us at info@kalonemporium.com
No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, and manage preferences more easily.
Click on the “Account” person icon at the top of our website and select “Sign in with shop" or Other sign in options". Enter your details and follow the prompts to register.
You do not need a password, once you enter your email, a code will be emailed for you enter and login.
Yes. Log in to your account and navigate to “Account Settings” to update your personal information, saved addresses, or payment methods.
We accept major credit and debit cards, Google Pay, Apple Pay and Shop Pay for a faster checkout experience.
Shop Pay is a secure payment option that saves your details for faster checkout. It also offers instalment plans on eligible purchases.
Yes. Shop Pay Instalments allow you to split your purchase into three interest‑free payments, subject to eligibility.
Once your order is dispatched, you’ll receive a confirmation email with tracking details. You can also view tracking information in your account.
Orders can only be modified or cancelled before dispatch. Please contact us on orders@kalonemporium.com as soon as possible if you need assistance.
You can reach us via the contact form on our website or email our support team on support@kalonemporium.com. We aim to respond within 24 hours on business days.
Yes on orders of £75 or more qualify for free standard shipping within the UK.
A flat fee of £4 applies to all orders below £75 (UK Only).
Standard shipping takes 5–7 working days from the date of dispatch, excluding weekends and public holidays.
You will receive a confirmation email with tracking details once your order has been shipped.
Orders may be dispatched from either the United Kingdom or Latvia, depending on stock availability.
Yes. If items are shipped from different locations, they may arrive separately with individual tracking updates.
We ship to most UK addresses but may decline delivery to remote areas, PO boxes, or locations with limited courier access.
If delivery fails due to incorrect address details or recipient unavailability, the courier may attempt redelivery or return the parcel. Additional charges may apply for reshipment.
UK customers do not pay customs duties. International customers may be subject to local duties or taxes, which are their responsibility.
You can reach us via the contact form on our website or email orders@kalonemporium.com. We aim to respond within 24 hours on business days.
Returns are accepted within 30 calendar days of receiving your item. For EU customers, you may cancel or return your order within 14 days for any reason.
Items must be unworn, unwashed, and in their original condition with all tags and packaging intact. Proof of purchase is required.
Contact us at returns@kalonemporium.com with your order number and reason for return. We will provide instructions and a return shipping label once your request is approved.
Customers are responsible for return shipping costs unless the item received was incorrect or faulty. We recommend using a tracked postal service, as we are not liable for items lost in transit.
Yes, exchanges are offered for the same item in a different size or color, subject to availability. If the item is out of stock, you may choose a store credit or refund.
Yes. Final sale items, custom embroidery, personalised products, and gift cards cannot be returned or exchanged. We also do not accept returns for perishable goods, personal care items, or hazardous materials.
Please report the issue within 72 hours of delivery and include photographic evidence. We will evaluate the issue and resolve it promptly.
No. International customers may return eligible items for a refund and place a new order separately. Customs duties or import taxes are non-refundable.
Approved refunds are processed to your original payment method within 5–10 business days. Please allow additional time for your bank or card provider to post the refund. If more than 15 business days have passed, contact us at returns@kalonemporium.com.
Reach out via the contact form on our website or email returns@kalonemporium.com. We aim to respond within 24 hours on business days.