Kelmere Living
Frequently Asked Questions
Clear answers about ordering, delivery, returns and getting help.
Where do you deliver?
We deliver to eligible addresses in the United Kingdom only.
How much is delivery?
Standard UK delivery is free on every order, with no minimum spend.
When will my order arrive?
Orders are normally processed within 1–3 working days. Transit after dispatch normally takes 5–12 working days, giving a total estimate of 6–15 working days. Weekends and public holidays are not working days.
What is the daily order cut-off?
Our cut-off is 5:00 pm Europe/London, Monday to Friday. An order placed after the cut-off, at a weekend or on a public holiday begins processing on the next working day.
Will I receive tracking?
When tracking is available, we send the tracking link after dispatch. If you have not received it or the tracking has stopped updating, contact support with your order number.
Can I change or cancel an order?
Contact us as soon as possible. We cannot promise a change after processing has started, but your statutory cancellation rights and our returns policy still apply where eligible.
Can I return an item?
Yes. You may request a return within 30 days after delivery. Contact us before sending anything back so we can provide the correct instructions.
Who pays for return postage?
For a change-of-mind return, you arrange and pay the return postage. For faulty, damaged or incorrect goods, we cover reasonable return costs and provide the remedy required by law.
Do you charge a restocking fee?
No. We do not charge a restocking fee.
Do you offer exchanges?
We do not offer direct exchanges. Return the eligible item and place a new order for the alternative you want.
How and when will I be refunded?
Approved refunds are issued in GBP to the original payment method. Where statutory cancellation rules apply, the refund is processed within 14 days after we receive the goods or evidence that they were sent back, whichever occurs first.
What if an item arrives faulty, damaged or incorrect?
Contact support promptly with your order number and a clear description of the issue. Photographs may help us assess the problem. We will provide the remedy required by applicable consumer law and cover reasonable return costs where a return is required.
How can I contact Kelmere Living?
Email support@kelmereliving.co.uk or call +44 20 3496 2309. Please include your order number when your question concerns an existing order.