Frequently Asked Questions

You need to log into your account online using your existing password, pop to the Personal Data section and you will be prompted to put your old and new password in. Click the confirm button when this is done.

You need to be a registered Kipling member to be able to view your order history. Maybe you checked out as a guest when you last ordered? As long as you always login to your online Kipling account when placing an order, it will be saved in your order history.

You need to be a registered Kipling to be able to edit your contact details. Please log into your account and change the password in the Personal Details section.

Please make sure you use the same email address which you used while placing the order. Please ensure the order number is correct. Alternatively, you can track the order directly on the carriers’ website using the tracking number.

Please keep in mind, that passwords are case sensitive. When you still have trouble logging in, we suggest you click the ‘Forgot Password’ button to get an automated password. You can change the password again in the Personal Details section of your account.

Please check if you created a Kipling Online account when ordering. Maybe you checked out as a guest? Please make sure you are using correct login details. Please bear in mind, that passwords are case sensitive. Should you still struggle to do your return, please contact us to obtain a returns label.

All Kipling bags should only be gently hand-washed. Please follow the cleaning instructions and the care label inside the bag. If you have any further questions, please do not hesitate to contact us. For more information, please visit our product care page. If you have any further questions, please do not hesitate to contact us.

Please send us a query using the ‘contact us’ section. We will try to find the monkey for you.

Please send us a query using the ‘contact us’ section. We will try to find the details of the monkey for you.

Please send us a query using the ‘contact us’ section. Please let us know which bag you have and where you bought it.

Stock varies between stores and online. What you see in store may not be what you see online and vice versa. The Kipling retailers or franchisee and website only stock the latest ranges. The item you are looking for might belong to an order line. Please contact us and we will try to find the item or an alternative for you.

Please contact us and we will try to locate the item for you. We might be able to suggest an alternative from the current range.

Sometimes your PC settings can stop you adding to basket. We recommend updating your browser options or trying to order using a different device or browser.

Please contact us, we will try to find the product for you.

Please make sure you created a Kipling Online account. Accounts are only ever created if you choose to do so when placing the order. We do offer an option to checkout as a guest, when an account is not being created. Please make sure you are using correct login details. Please bear in mind, that passwords are case sensitive. If you have forgotten the password, you can click the ‘Forgot Password’ button and an automated password will be emailed to you.

We recommend you to contact your bank to check why the payment has been rejected. Please contact us when you have further questions.

Please contact us to describe the error you are getting. If possible please send us a screenshot of the error message.

Please contact us to check the order status.

Deliveries will be made during normal business hours, Monday through Friday, excluding weekends and bank holidays.

Standard: 3-5 business days

During sale periods, orders may take longer to process.
Please refer to our Delivery page for more information.

Our packages are currently delivered by UPS.

If you are out and UPS are due to deliver your order, they will either leave the parcel with a neighbour, take it to your local access point or try to deliver the next working day. In any of these cases, a note will be put through the door to tell you what action has been taken. It will also have the contact details for UPS in case you have any questions or would like to make alternative arrangements.

A courier service will return a parcel to us when they are unable to deliver or when you refuse the parcel. Please let us know if you would like us to redeliver the parcel to an alternative address or if you would like us to refund you the money.

To get a free returns label, please go to our Return Policy and follow the steps to book a return. You will be prompted to generate a returns label to print.

You can track your return, and its status, from the moment it left with the carrier until your get your refund. You can get to the tracking page in three ways:

1. Via email. Once you have handed your return to the carrier you will have received a confirmation email. In this email is a button which you can click to take you to the tracking page.
2. Via Track my Order. At the top of the website you can click "Track my Order". Enter your order number and email address used to place your order with. Once your order is displayed, select "Manage my Returns" button.
3. Via My Account. If you are a registered customer, you can log into your account and click on the order you've returned from and select "Manage my Returns" button.

Found it but want to understand more?

Go to What does the Tracking page and status mean? for more details.

Yes, you can change your return method at any time before you hand it to a carrier or drop it off.

You can do this by accessing your order details either via:

1. Track my Returns: At the top of the website you can click "Track my Order". Enter your order number and email address used to place your order with. Once your order is displayed, select "Manage my Returns" button. Or,
2. My Account. If you are a registered customer, you can log into your account and click on the order you've returned from and select "Manage my Returns" button.

For both options:

• Once on the returns page, select "Cancel the Return" to cancel the booked return.
• Want to rebook? Follow the same steps in How do I return my order? Please note, if you change the method on the same day of Home pick-up, it may still occur.

The Return tracking page provides a lot of helpful information about your return and starts tracking as soon as you hand the item over to the carrier.

What does the page show?

• The date at the top is an estimate of when the return will reach our warehouse.
• The return status is underneath this date. Go to "what does my return status mean?" for more details.
• The "Latest update" section shows the details of the last tracking event; where the package was scanned and the date of scanning. If you click the link "show full history" you will be able to see the tracking events that have already occurred since starting the return process.
• The tracking number is the number given by the carrier for your return. The hyperlink will take you to the carrier site.
• You'll also find an overview of the item(s) you are returning.

Please note, refund values shown in the return status emails are subject to applied discounts, tax, and shipping costs.

If you think you have received an incorrect refund, please contact us.

Your tracking update will show 1 of 4 possible status. Here are the possible statuses in chronological order:

• Awaiting Carrier pick up/Drop off: The return has been booked online, but not yet given to the carrier. Depending on method chosen, or available in your region, please either wait for the carrier to pick it up or drop off your package to your selected location.
• On its way: your return has been picked up by the carrier and is being transported back to our warehouse.
• Delivered: the return has been received in our warehouse, ready for processing and refund.
• Exception: Please contact Customer Care for more information.
  
  

Please contact us and we will try to find the best solution for you.

Unfortunately not, all online orders need to be returned to our warehouse. We offer free returns on all orders. Please follow the return instructions in our Return Policy.

Kipling offers a free returns service. Follow the instructions online to print out a returns label and arrange collection or drop the parcel off.

30 days from date of delivery.

If you are unable to print a returns label, please contact us.

It will take around 3-5 working days for the parcel to arrive back with us and the return/refund will be done within 1-2 working days. Generally it will take 2 - 3 weeks for the refund to appear on your bank account. Please contact us If you have further questions to your refund status.

Sometimes it can take up to 7 working days for the money to appear on your account. Please contact your bank or PayPal should you not be able to see the refund. Please contact us if you need further assistance and we will escalate the issue.

Please contact us with the return tracking number and we will investigate the status of your return.

Please visit our Warranty page for more information.

Unfortunately not, our Kipling stores are not able to take telephone payments or post items out to you.

We value all feedback. We would ask you do send us your feedback using the contact us section. Please describe your experience in store and let us know any relevant details like store name and location, the item you purchased and when you visited the store. We will escalate the issue.

First you can double check if you have filled in your birthday on in your profile. Secondly you can have a look in your profile if you have ticked the box 'Yes I want to receive Kipling communication'.

First you can double check if you have filled in your e-mail adress correctly. Secondly you can have a look in your profile if you have ticked the box 'Yes I want to receive Kipling communication'.

You go to My account via our website.
You can ask for a new password by clicking on 'password forgotten' in the log in screen.

You can resubscribe via our website. If this doesn't work please contact Customer Care.

You can unsubscribe via our website or via a link in the newsletter. The link is placed on the bottom of the newsletter. If this link doesn't work please contact Customer Care.

You can find the general conditions on the website with all the Kipling Loyalty Policy.