Order Confirmation & Tracking

Once your order is placed, you will receive an order confirmation email straight away. Please make sure you check your junk mail and social folders in case your email gets trapped. As soon as your order has been shipped, you will receive a shipping confirmation email from our courier providers with your tracking information. 

 

UK SHIPPING METHODS & COSTS

We currently offer two shipping methods:

Shipping Method	Carrier	Shipping Charge	Order Processing	Estimated Delivery
Standard	Parcelforce	Free over £50   £4.99 under £50	Takes up to 72 hours (excluding Sunday)	Order is delivered 2 to 4 business days after processing, pending availability and credit card verification.
Express	DHL	£10	Takes up to 72 hours (excluding Sunday)	Delivery is guaranteed the next business day after processing when placed Monday-Friday before 13:00 (excluding holidays).

Due to legal restrictions, orders containing fragrances can only be shipped via Parcelforce standard ground service within the United Kingdom.

Please note: orders being shipped to remote locations will incur an extra charge of 15 GBP.

If you have questions, please contact our customer service team directly by email at info@kellymacpepple.com 

REFUSED DELIVERIES

If you refuse delivery of any order you placed it will be returned to our warehouse. You will receive a refund for the merchandise. However, VAT, and shipping costs are non-refundable for undelivered packages or refused deliveries, whether that be a non-existent address or un-paid duty & tax by your country’s government for orders that are returned to us.

SHIPMENT OF ORDER

All orders will be shipped to the delivery address specified at the time of purchase. Shipment is the responsibility of DHL or ParcelForce once it has left Kelly MacPepple London HQ. For any lost shipments, international duty charges or damaged shipments you will need to file a claim with DHL or ParcelForce directly.

SHIPPING ERRORS OR DAMAGED PRODUCTS 

In the event that we processed an order incorrectly or you received a damaged or defective item, we will gladly replace or take back that item for a full refund at our expense. Kelly MacPepple London will provide a pre-paid shipping label to expedite the return. Please get in touch by email with your name, address, order number, details of the damage and attach the photo of the damaged item to your email. All cases of damage will be handled on an individual basis. To receive your shipping label and arrange to replace your product, please contact Kelly MacPepple London Customer Service by email at info@kellymacpepple.com

EXCHANGES

We cannot process exchanges at this time. To exchange an item, please return the item you do not want and place a new order on kellymacpepple.com. You may place your reorder at any time. 

If you would like to return merchandise you received as a gift that was purchased on kellymacpepple.com the original form of payment will be refunded that was submitted by the person who placed the gift order. 

INTERNATIONAL ORDERS

You are responsible for any and all import duties, taxes and charges that your country’s customs & imports office may impose when your order enters your country. These fees and taxes are not included in the order price or shipping fee. Any delay in arrival as a result of your shipment held by customs & imports is not the responsibility of Kelly MacPepple London. All taxes and duty fees are calculated by the destination country’s customs & imports office and are the buyer’s responsibility to pay. We cannot refund any order or shipping fees if you do not pay any taxes or duty to your country, resulting in your order being returned to us.

PRICING

Pricing is in British Pounds (GBP) for orders within Europe and all other countries are charged in US Dollars (USD).