Common Kipling Customer 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 customer 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 account when placing an order, it will be saved in your order history.
You need to be a registered customer to be able to edit your contact details. Please login to your account and change the password in the Personal Details section.
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 send us a query using the ‘Contact us’ section. We will try to find the details of the monkey for you.
Placing an Order
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.
Payment & Billing
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. This can be emailed as an attachment to: firstname.lastname@example.org.
Please contact us to check the order status.
Deliveries are sent via ACS Courier. Please contact us with your order number, we will provide information regarding your delivery.
If you are out and ACS Courier is 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 ACS Courier in case you have any questions or would like to make alternative arrangements.
Please contact us and we will try to find the best solution for you.
Online orders can be returned at the official Kipling stores in Cyprus (Kipling store at Nicosia Mall & Kipling store at My Mall Limassol) within 30 days from the delivery date (14 days for sale items) from date of delivery with proof of purchase.
Products can be exchanged at the shop, if you wish a refund, it will appear in your account within 10 business days.
30 days for full price items from date of delivery.
14 days for sale items from date of delivery.
It will take around 5 working days for the parcel to arrive back with us and the return/refund will be done within 1-2 working days. Sometimes it can take up to 10 working days for the money to appear on your account. Please contact your bank should you not be able to see the refund. Please contact us is you need further assistance and we will escalate the issue.
You can ask for a new password by clicking on ‘password forgotten’ in the log in screen.
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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 service.