FAQs
So not to take up your time we thought we would try to save you some effort by personally putting together a list of your most frequently asked questions with the answers.
Of course if you still want to give us a call that is fine too we are always delighted to chat to any of our customers anytime……and please keep all your ideas and feedback coming. Tori x
Why don’t you do boys clothes and will you be doing them in the future?
We are a relatively new company and the reason we haven’t introduced a boys range from the outset is very simply due to the increased financial risk created by producing two collections rather than just one. There is no particular reason for choosing to do girls first instead of boys except that the girls market felt slightly bigger and easier to introduce ourselves into - so we chose to stick with girls only at first. I have a little boy myself who will turns 7 this year so I can assure you that we absolutely do not see boys as low priority and I completely understand that there is a big gap in the market for high quality, fun and practical boys clothes.
The good news, I am delighted to announce is that - due to popular demand - we will be introducing a boys range from Autumn 2012 onwards and I promise it will be fantastic!
I really wanted an item that is sold out on the website – do you have any extras floating about?
If an item is showing as sold out on the website we will generally not be planning on restocking it. However it is worth giving us a call as sometimes we are able to double check the stock levels on the system are correct – or we can offer you a returned item (things are often sent back just to exchange the size) for a reduced price.
Alternatively, you might want to check our stockists page – there may be a shop near you that is selling just the item you are looking for.
What is the returns policy and returns address?
Items must be returned in perfect condition within 21 days. The address is: Returns, 47 Rutland Drive, Harrogate, HG1 2NX
(don’t forget to get a proof of postage certificate from the post office)
I bought my item at a show/event, can I still return it?
Absolutely – of course you can, just send it back with your contact details, your receipt and a note stating which show you bought it from.
We regret that show ‘reduced price’ items cannot be refunded – but if the size is wrong and we have the correct size still in stock we will do our best to exchange the item for you.
I bought my item from a shop – can I return it?
You need to take it back to the shop where you bought it from where their own returns policy will apply.
How do your sizes compare to other brands?
Children come in an amazing array of shapes and sizes and grow at different rates. We try very hard to ensure that our sizes come up as average as possible – although you might find our sizing comes up slightly smaller than many mainstream high street brands. Most of our waistbands have genuine drawstrings so they will securely stay up around narrow little waists whilst also having the capacity to stretch to comfortably hug those lovely squashy tummies. Where full length trousers are concerned you might find ours slightly longer than average – this was a conscious decision in order to cater for the taller children as long trousers can be taken up but there is not a lot can be done with trousers that are too short.
Our sizing is completely unique and one of the things we are passionate about getting right as we know how important this issue is to you. We are learning all the time, and any feedback is greatly appreciated and will be noted.
The sizing charts page on the website will give you more information on this issue.
If I return an item for an exchange, how long will it take to get the new item out to me?
We will get it out to you as soon as we possibly can – usually in less than 10 working days, often even sooner.
If I received an item as a gift can I return it?
Yes – we will do our absolute best to help in this scenario. You may need to find out where the gift was purchased. If you haven’t got a receipt please include info about who bought the gift for you so that we can try to trace it through our order book and get the exchange out to you. We are only able to offer refunds to the purchaser themselves.
Why do you want my email address/telephone number etc
We ask for these in case we need to contact you in case there is a problem with your order. We also email our customers special offers and information about new products ahead of everyone else.
We never make the details of our customers available to other companies.
How do you keep the information safe
All Kiss Katch online purchases take place in a safe environment using the latest security technology to protect our customers. We use Worldpay and Streamline in partnership to ensure that your transactions with us are as private and protected as they possibly can be.
If you are concerned about the safety of shopping online we are always happy to take orders over the phone – 07802 249875
