FAQ
Ordering & Payment
What payment methods do you accept?
We accept all major credit and debit cards, plus PayPal, Apple Pay, Shop Pay, and Klarna. You can choose your preferred method at checkout.
Can I pay in instalments?
Yes. Klarna is available at checkout, so you can spread the cost where eligible. The options shown to you depend on Klarna's own approval and your location.
Can I change or cancel my order after placing it?
Orders move to processing quickly, usually within 1–3 business days. If you need to change or cancel, contact us as soon as possible and we'll do our best to catch it before it ships. Once an order has shipped, it can't be cancelled, but you can return it under our returns policy.
Is checkout secure?
Yes. Payments are processed through Shopify's secure, encrypted checkout. We never see or store your full card details.
Delivery
Where do you ship?
We ship worldwide from the UK. Delivery times and any import charges vary by destination.
How long will my order take?
Orders are processed within 1–3 business days, and delivery typically takes 5–10 business days after that. Timings can vary during busy periods or for international destinations.
How much does delivery cost?
Delivery costs are calculated at checkout based on your location and order. You'll see the full amount before you pay.
Will I be able to track my order?
Once your order ships, we'll send a confirmation with tracking details where available so you can follow its progress.
Returns & Refunds
What is your returns window?
You have 30 days from the day your order arrives to request a return. Items should be unused and in their original condition and packaging.
How do I start a return?
Contact us with your order number and we'll guide you through the process. Please wait for our confirmation before sending anything back.
Who pays for return postage?
For a change-of-mind return, the cost of return postage is yours. If an item is faulty, damaged, or not what you ordered, we cover the return and put it right at no cost to you.
What if my item arrives damaged or faulty?
Contact us within a reasonable time of delivery with your order number and a photo of the issue. We'll arrange a replacement or a full refund, including any return postage, at no cost to you.
How long do refunds take?
Once we've received and checked your returned item, we'll process your refund to your original payment method. Refunds are typically issued within a few business days of us receiving the return; it can then take a little longer for your bank or provider to show the funds.
Product Care
How should I care for my pieces?
Care depends on the material. Where specific care is needed, you'll find guidance on the product page or with the item itself. As a general rule, wipe clean rather than soak, keep natural materials like oak out of prolonged direct sunlight and away from excess moisture, and avoid harsh chemical cleaners.
Will products match the photos exactly?
We photograph pieces as accurately as we can. Slight variation in tone or grain is normal, particularly with natural materials, and is part of the character of the piece rather than a fault.
Contact
How do I get in touch?
Email us at support@kallda.com and we'll get back to you as soon as we can.