Help & FAQs
Got a question? Here are the answers to the things we get asked most. If you cannot find what you need, our team is always happy to help at hello@kiwli.com.
Payments
How can I pay for my order?
We accept all major debit and credit cards (Visa, Mastercard and American Express), plus Apple Pay, Google Pay and Shop Pay. You will see every available option at checkout.
I have paid but not received an order confirmation. What should I do?
Order confirmations usually arrive within a few hours. If you cannot see yours, please check your spam or junk folder first. Still nothing? Email us at hello@kiwli.com with the name and email address you ordered under, and we will sort it out.
Can I get an invoice for my order?
Your order confirmation email works as your receipt. If you need a separate invoice, email us at hello@kiwli.com and we will send one over.
How are refunds paid?
Refunds always go back to the original payment method you used to place the order.
Orders
Estimated delivery time (Monday to Friday)
After your order is dispatched, delivery usually takes 7 to 14 working days, Monday to Friday. Most orders arrive within 10 to 19 working days of being placed. Occasionally things outside our control, such as customs checks, weather or strikes, can add a little time.
Processing your order
We process and dispatch orders within 3 to 5 working days (Monday to Friday) of your payment being confirmed. Our order cut-off time is 5pm (UK time): orders placed before then on a working day begin processing the same day, and orders placed after 5pm, at weekends or on public holidays are processed from the next working day.
How can I track my order?
Once your order ships, we will email you a shipping confirmation with your tracking number. You can follow it on our Track Your Order page, or enter the number on the carrier's own site. If anything looks off, email us at hello@kiwli.com.
Can I cancel my order?
Yes. You can cancel any time before your order is dispatched for a full refund, with no cancellation or restocking fee, just email hello@kiwli.com. You also have a statutory 14-day cooling-off period under the UK Consumer Contracts Regulations, which runs until 14 days after the day you receive your order, and you can cancel within that period too. If your order has already arrived, return it in line with our Returns & Refunds Policy and we will refund you. After the cooling-off period, you can still return an item within 30 days of delivery.
How do I return something?
You can return an item within 30 days of delivery. Email us at hello@kiwli.com first and we will send you the correct return address and instructions. Full details are in our Returns & Refunds Policy.
Where is my order confirmation?
It lands in your inbox within a few hours of ordering, at the email address you gave us. If it is not there, please check your spam folder, and if you still cannot find it, email us at hello@kiwli.com.
How do I change my delivery address?
Email us at hello@kiwli.com within 24 hours of placing your order and we will update it if we can. Once your order is on its way, we are not able to change the delivery address.
Product information
Where do I find details about a product?
Everything we know about a product, including materials, dimensions and finish, is on its product page. If something is not clear, email us at hello@kiwli.com and we will help.
I have a question about a light fitting
For our lighting, the product page tells you whether a bulb is included and which bulb fitting it takes. If you would like to dim a light, choose a dimmable bulb in the right fitting. Not sure which one? Email us and we will point you the right way.
Will the item look exactly like the photos?
We work hard to show our products as accurately as we can. Even so, screens and photography can shift colours slightly, and measurements are approximate, so please allow for small natural variations between the photo and the item.
Still need help?
If you have not found what you are looking for, email our team at hello@kiwli.com. We are here Monday to Friday, 9am to 5pm (UK time), and we aim to reply to every message within one working day.