FAQs

Q What is the status of my order and how do I track it?

Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped we will send you another email along with the link to track your order. Dispatch emails could be sent in error to your junk email, therefore please add us to your address book.

You can also track the status of your order from your "order history" section on your account page on the website.

Q Can I change or cancel my order?

We can only change or cancel orders that have not been processed for shipping yet. To make changes to your order, please reach out by calling us on 02034420800, emailing info@kikibear.co.uk or filling out a contact form (found below).

Q When can I expect my order to arrive?

Couriers are currently working hard to ensure that all orders are delivered within the timeframe chosen by our customers.

In rare instances, it may take a little longer to arrive due to unforeseen circumstances.

Some orders may arrive separately if ordered through our partner companies. (Information relating to partner shipping will be available on the product page.)

Q Can I return an Item for a refund or exchange?

We do accept returns subject to our Return & Refunds policy (https://kikibear.co.uk/policies/refund-policy)

We can only accept your item as a return if is unopened and the packaging has not been tampered with. You have 14 days from receipt of purchase to return for a refund and 28 days for an exchange.

You would be required to ship your return to the following address:

Kiki Bear Head Office
Unit 131, M25 Business Centre
121 Brooker Road
Waltham Abbey
EN9 1JH

Return postage would be at the customer's expense and we would advise using a trackable option so that if the item goes missing in transit the customer (sender) can submit a claim to the relevant courier.

Once we have received your item, it will take up to 7 days for an exchange or a refund.

If we deem the products not fit for resale, we reserve the right to decline a refund or exchange. This includes any tampering with the product. We will request photo evidence of any products which a customer wants a refund or exchange for.

Q What payment payment methods do you accept?

You can purchase on our website using a debit or credit card. Additionally, we support Paypal, Apple Pay, Google Pay, Shop Pay, Klarna and other wallets. You can choose these payment methods at checkout.

Q How do I unsubscribe from the mailing list?

You can unsubscribe by clicking the right hand link at the bottom of the newsletter or by emailing us: info@kikibear.co.uk

Q How do I request a VAT receipt?

All of our invoices depict the VAT element of an order. You can access this in the "order history" section on your account page on our website. We also include a paper copy with your order.

Q How do I speak to a Customer Service Advisor?

You can either email us at info@kikibear.co.uk or call us on 020 3442 0800. Additionally you can contact us on WhatsApp on 07871 654868

Q Can I place an order online and collect it?

Yes - we are based at Unit 131, M25 Business Centre, 121 Brooker Rd, Waltham Abbey EN9 1JH.

Simply email us on info@kikibear.co.uk or call 0203 442 0800 and we will plan a collection time with you. The office is open M- F 9am to 5pm.

Any postage paid will be refunded if you would like to collect the order.

Q Do you provide a discreet gift service?

Yes - Please email us at info@kikibear.co.uk with your requirements and we will endeavour to help you the best possible way.