Customer Service

FAQs

How to place your order

When will I receive confirmation that my order was successful?

Once you place your order you will receive an order confirmation email. This confirms that we have received your order request.

Once your payment has been successful and your items have been picked and despatched, you will then receive an e-mail confirming your order has left our warehouse.

When will I receive confirmation that my order is on its way to me?

Once your order has been confirmed, our warehouse will pick and pack your items and then you will receive a despatch confirmation email.

Your confirmation of despatch email will contain your tracking details. Details of how to track your parcel can be found at our Tracking Your Order section of the FAQs.

Do I Need To Create An Account And What Are The Benefits?

No you don't. You have a choice to create an account or check out as a guest. Creating an account is easy, you'll receive the following great benefits and shopping with us will be even easier:

  • Track your orders easily
  • Review your previous orders
  • Faster Check Out - save addresses and stored cards to your account for a quick and easy checkout

If you sign up to our Newsletter you'll also receive the following great benefits:

  • Regular style updates, straight to your inbox
  • Shopping our new season styles as soon as they arrive
  • Being the first to hear the latest news from kurtgeiger.com
  • Updates on the latest arrivals
  • Access to online exclusive promotions and offers

Why can't I sign into my account?

If you're having trouble signing in, please check you're using the same email address and password you used to register with us.

If you forget your password, you can reset it using the forgotten password link. You'll receive an e-mail containing a link to create a new password to the email address with which you registered.

Please check your junk mail folder in case it makes its way there. Please note for security purposes our Customer Relations team cannot reset your password.

You also have the option to check out as a guest on our website.

What if I forget my password?

Just follow the forgotten password link on the login page and we'll send you an email with a link to set up a new one. If you don't receive it right away, please check your junk mail folder in case it makes its way there.

What payment types do you accept online?

We accept Visa, MasterCard, Paypal, American Express, Visa Debit, Visa Delta, Electron, JCB cards and valid Kurt Geiger Gift Cards.

Payment is only debited from your card at time of dispatch, unless you are paying with Paypal or Gift Card when payment is taken at time of order. Please note, if you pay using PayPal or a Gift Card then payment is taken at the point of purchase. However if any goods are cancelled your PayPal account and gift card will be refunded back to you.

Is your site secure?

Shopping is secure on http://www.kurtgeiger.com

We utilise industry-standard secure sockets layer (ssl) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

  • Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
  • Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
  • Data integrity - this checks the data being transferred to ensure it has not been altered.

At what stage is payment taken from my card?

We ask your bank for authorisation of your debit/credit card when you place an order with us. However, your card will only be charged when we despatch your goods to you; you'll receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you'll only be charged for the items we do send.

Please note, if you pay using PayPal or a Gift Card then payment is taken at the point of purchase. However if any goods are cancelled your PayPal account and gift card will be refunded back to you.

Can I amend my order?

We are unable to amend any part of your order or change the delivery or payment method once your order is complete.

You may be able to cancel your order if this has not dispatched yet. Please contact our Customer Relations team who will be more than happy to look into your query.

For more information on how to return items to us, please see our Returns page.

Will I be charged VAT?

All prices on our website include VAT where applicable or any charges for the applicable sales tax in the country of delivery. Rates vary by country but our prices remain unchanged due to various supply chain factors.

I live outside the UK, will I have to pay import duties or taxes?

All Kurt Geiger orders are shipped from the UK, so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and are determined by your local customs authority and must be paid by the recipient of the order. If you have any questions related to customs charges, please contact your local customs office.

How will I know if you deliver to my country?

We deliver to over 60 countries; take a look at our delivery information page for the full list of countries, as well as delivery times and costs.

I've made a mistake with my order, can I change it?

Once you have completed your order, you can no longer change your order. Don't worry though, you can easily return any unwanted items to us for a refund. Alternatively please don't hesitate to contact our Customer Relations team who will be more than happy to look into your query further.

For more information on how to return items to us, please see our Returns page.

How do I cancel my order under the Distance Selling Regulations?

In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase. Order cancellations must be made in writing to Customer Services at customerservice@kurtgeiger.com quoting your order number. In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

I've just confirmed my order, can I add other items to it?

Once you've placed your order, you can no longer add items to this order. You will need to complete a separate order to purchase the additional items. If you then contact our Customer Relations team and let us know both order numbers, we'll be happy to refund you the additional delivery charge.

Can I place my order over the phone?

Yes, our Customer Relations team are more than happy to place your order over the phone if this is more convenient for you. Please call us on

+44 (0) 207 781 7480

and a member of our Customer Relations team can assist you.

Tracking your order

How will I know my when my order has been dispatched?

Once your order has been despatched from our warehouse, you'll be sent an email advising you that it's on its way.

The email will also contain your tracking number and a link to our courier's website that will tell you the current status of your delivery. You can also track your parcel through your account if you are registered with us.

If you any questions related to tracking your order please contact us and we'll be happy to help.

How can I track my order?

Once your order is despatched from our warehouse, you'll be sent an email containing your tracking number and a link to our courier's website that will tell you the current status of your delivery. Alternatively you can track your parcel here

If you any questions related to tracking your order please contact us and we'll be happy to help.

The status of my parcel says delivered but I haven't received it?

You will need to contact us in order for us to check with the carrier. Please quote your order number in any correspondence.

What do I do if there's a problem with my delivery?

If you have a problem with your delivery, you can contact us and we'll be able to look into this further for you.

Payment

What payment types do you take?

We accept Visa, MasterCard, Paypal, American Express, Visa Debit, Visa Delta, Electron, JCB cards and valid Kurt Geiger Gift Cards(UK Only).

Payment is only debited from your card at time of dispatch, unless you are paying with Paypal or Gift Card when payment is taken at time of order. Please note, if you pay using PayPal or a Gift Card then payment is taken at the point of purchase. However if any goods are cancelled your PayPal account and gift card will be refunded back to you.

Do you accept PayPal?

Yes we accept PayPal as a method of payment.

Will I be charged VAT?

All prices on our website include VAT where applicable or any charges for the applicable sales tax in the country of delivery. Rates vary by country but our prices remain unchanged due to various supply chain factors.

I live outside the UK, will I have to pay import duties or taxes?

All Kurt Geiger orders are shipped from the UK, so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and are determined by your local customs authority and must be paid by the recipient of the order. If you have any questions related to customs charges, please contact your local customs office.

Can I pay in my own currency?

Kurt Geiger products can currently be purchased in the following currencies

  • UK: GBP
  • Austria: EURO
  • Australia: AUD
  • Belgium: EURO
  • Cyprus: EURO
  • Estonia: EURO
  • Finland: EURO
  • France: EURO
  • Germany: EURO
  • Greece: EURO
  • Ireland: EURO
  • Italy: EURO
  • Luxembourg: EURO
  • Malta: EURO
  • Netherlands: EURO
  • Portugal: EURO
  • Slovakia: EURO
  • Slovenia: EURO
  • Spain: EURO
  • United States: USD

Outside of these countries, the price charged will be in GBP and will be determined by the exchange rate applied by the customer's credit or debit card company, at the time the transaction takes place.

At what stage is payment taken from my card?

We ask your bank for authorisation of your debit/credit card when you place an order with us. However, your card will only be charged when we despatch your goods to you; you'll receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you'll only be charged for the items we do send.

Please note, if you pay using PayPal or a Gift Card then payment is taken at the point of purchase. However if any goods are cancelled your PayPal account and gift card will be refunded back to you.

Why hasn't my card payment gone through?

We're not always able to specify why card payments don't clear, as the card payment process involves both our system and your bank's.

If a card payment fails please double check you've entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement.

Please make sure that your billing address on your account details is the same as the details that your payment card is registered to, otherwise your payment will be declined. This is for your protection.

If all else fails then please try an alternative card for payment - we accept all major credit and debit cards.

How Secure Is Your Website?

Shopping is secure on http://www.kurtgeiger.com

We utilise industry-standard secure sockets layer (ssl) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

  • Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
  • Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
  • Data integrity - this checks the data being transferred to ensure it has not been altered.

Returns

I have received a faulty item?

We want all our customers to receive quality goods so if you think there is a fault with an item you have received, you can return the item.

For details on how to return your faulty items, please see our Returns page. Alternatively please contact our Customer Relations team and a member of our team will be more than happy to look into your query further.

Payment is only debited from your card at time of dispatch.

Will my return postage be refunded?

For returns within the UK sending items back is free if you use the Freepost via any UK Post Officetm. Please note that Kurt Geiger does not cover the cost of international returns.

Please contact us if you have any questions regarding returning your order and we would be happy to look into this further for you.

I've sent some items back to you, how will I be refunded?

Once we have received and processed your returned items, your online refund will be made to your original method of payment.

As soon as your return has been processed by our warehouse, we'll email you to let you know. Once your refund has been confirmed on email, please allow up to 3-5 working days for the amount to appear on your payment card.

How long after I've sent my parcel back to you will I be refunded?

Returns made via the Post Officetm can take up to 21 days to process. You must include a completed Returns Note in your parcel, stating the reason for the return.

As soon as your return has been processed by our warehouse, we'll email you to let you know once your refund has been confirmed on email, please allow up to 3-5 working days for the amount to appear on your payment card.

My parcel gets lost on the way back to you?

Whenever you send a parcel back to us via the UK Post Officetm or if from outside the UK you use your local Postal Service, please make sure that you obtain a Proof of Postage. We will need this to investigate your parcel if it gets lost on its return to us. Please contact usif you have any questions regarding your return and we would be happy to look into this for you.

I've lost my returns note, what can I do?

You can print off and include your dispatch confirmation email indicating your reason for returning your items as well as confirming if you would like a size exchange or a refund.

Alternatively you can send a covering letter in your parcel clearly stating the following:-

  • Your Name and Address
  • Your Order number
  • The reason for returning your order

How will I know when my order has been refunded?

As soon as your return has been processed by our warehouse, we'll email you to let you know.

Why not return to one of our stores?

We are pleased to accept any return or exchange in selected Kurt Geiger stores around the UK. Please bring all order documents included in the package as these are needed to perform the store exchange or refund.

Unfortunately, concessions and airport stores do not accept online returns.

Paypal Orders cannot currently be refunded in stores. Stores are unable to process returns where the original payment method was PayPal and these should be sent back to the warehouse via our Free Returns service. To print out a replacement label http://www.kurtgeiger.com/media/customer/returns.pdf

Please note you cannot return purchases made online to any of our international stores.

Product And General Information

I've seen an item in a magazine that I really like, how can I find out when and where it will be available?

Our Customer Relations team will be more than happy to look into your enquiry further. Before contacting them, please make a note of the magazine, page number and the issue you've seen it in as this will help them try and find the particular style you are looking for more quickly.

Where can I find information about Kurt Geiger sizing?

Please refer to our size guides for information regarding our sizing

Do you have a catalogue you can send me?

We don't have a catalogue. As we constantly update our ranges, the best place to see what's available is our website.

How can I be kept up to date with all things Kurt Geiger?

You can subscribe to receive all the latest fashion news and updates from Kurt Geiger any time by entering your email address in the sign-up box at the bottom of our website pages. You can also opt in to our email newsletters when you create an account or place an online order; just tick the box to sign up.

You'll receive the following great benefits when you sign up to our Newsletter:

  • Regular style updates, straight to your inbox
  • Shopping our new season styles as soon as they arrive
  • Being the first to hear the latest news from kurtgeiger.com

Technical

I am having general problems accessing or buying from your website?

If you are having problems accessing our website, get in touch with our customer services team who will be able to help you. To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not technically minded and are unsure about the below, just give us as much information as you can and we can still help you):

  • What operating system you use (e.g. Windows Vista, Mac OS X)
  • Internet Browser (e.g. Internet Explorer 9, Firefox, Safari, Chrome)
  • What URL you were trying to access (e.g.https://www.kurtgeiger.com/customer/account/login/)
  • A description of the problem and what time the problem occurred
  • If you get an error message, please include it in your message to us.

Why hasn't my card payment gone through?

We're not always able to specify why card payments don't clear, as the card payment process involves both our system and your bank's.

If a card payment fails please double check you've entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement.

Please make sure that your billing address on your account details is the same as the details that your payment card is registered to, otherwise your payment will be declined. This is for your protection.

If all else fails then please try an alternative card for payment - we accept all major credit and debit cards.

Why can't I sign into my account?

If you're having trouble signing in, please check you're using the same email address and password you used to register with us.

If you forget your password, you can reset it using the forgotten password link. You'll receive an e-mail containing a link to create a new password to the email address with which you registered.

Please check your junk mail folder in case it makes its way there. Please note for security purposes our Customer Relations team cannot reset your password.

You also have the option to check out as a guest on our website.

Store Information

Do you have stores outside of the UK?

Outside of the UK, we have stores in Ireland, Italy, Germany as well stores throughout Asia, the Middle East and Europe.

Promotional Codes

Can I enter more than one promotional code?

Not at this time. You can only use one promotional code at a time.

If you enter more than one promotion code, only the last code you enter will be applied to your order.

What format must I enter the promotion code?

You must enter the promotion code without any spaces between any of the letters or numbers. Promotional codes may be case sensitive. You can check the T&C's of each promotion for further format information.

I forgot to add my promotional code before I confirmed my order...can the discount still be applied?

It is not possible to apply the discount after you have placed your order. Please check that the discount has been applied before you click "Confirm order". However please contact our Customer Relations team and they will be more than happy to look into your query for you further.

International

Will I be charged VAT?

All prices on our website include VAT where applicable or any charges for the applicable sales tax in the country of delivery. Rates vary by country but our prices remain unchanged due to various supply chain factors.

I live outside the UK, will I have to pay import duties or taxes?

All orders are shipped from the UK. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We are unable to predict the charges and the recipient is liable for the payment of import duties, customs and local sales tax. Contact your local customs office for more information on potential charges.

Can I pay in my own currency?

Kurt Geiger products can currently be purchased in the following currencies

  • UK: GBP
  • Australia: AUD
  • France: EURO
  • Germany: EURO
  • Ireland: EURO
  • Netherlands: EURO
  • Spain: EURO
  • United States: USD
  • Austria: EURO
  • Belgium: EURO
  • Cyprus: EURO
  • Estonia: EURO
  • Finland: EURO
  • Greece: EURO
  • Italy: EURO
  • Luxembourg: EURO
  • Malta: EURO
  • Portugal: EURO
  • Slovakia: EURO
  • Slovenia: EURO

Outside of these countries, the price charged will be in GBP and will be determined by the exchange rate applied by the customer's credit or debit card company, at the time the transaction takes place.

I live outside the UK, will I have to pay import duties or taxes?

All Kurt Geiger orders are shipped from the UK, so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and are determined by your local customs authority and must be paid by the recipient of the order. If you have any questions related to customs charges, please contact your local customs office.

How will I know my when my order has been despatched?

Once your order has been despatched from our warehouse, you'll be sent an email advising you that it's on its way.

How can I track my order?

Once your order is despatched from our warehouse, you'll be sent an email containing your tracking number and a link to our courier's website that will tell you the current status of your delivery. Alternatively you can track your parcel here

If you any questions related to tracking your order please contact us and we'll be happy to help.

How do I return unwanted items (from outside of the UK)?

We hope you'll love every Kurt Geiger purchase you make, but if you ever need to return an item you can do so within 20 days of receipt. Please refer to our Delivery and Returns section for full details on how to return your items back to us.

I received a faulty item, I'm based outside of the UK, what can I do?

We want all our customers to receive quality goods so if you think there is a fault with an item you have received, please contact our Customer Relations team who will be more than happy to look into this further for you.

Will my return postage be refunded?

Please note that Kurt Geiger does not cover the cost of international returns. Please contact our Customer Relations team who will be more than happy to look into any returns query further for you.

Can I return my item to a store outside of the UK?

Outside of the UK we have stores in Ireland, as well as franchise stores throughout Asia, the Middle East and Europe. Please note you cannot return purchases made online at kurtgeiger.com to any of our international stores.