Common Kipling Customer Questions

My Account

You need to log into your account online using your existing password, pop to the Personal Data section and you will be prompted to put your old and new password in. Click the confirm button when this is done.

You need to be a registered Kipling customer to be able to view your order history. Maybe you checked out as a guest when you last ordered? As long as you always login to your online account when placing an order, it will be saved in your order history.

You need to be a registered customer to be able to edit your contact details. Please login to your account and change the password in the Personal Details section.

Please keep in mind, that passwords are case sensitive. When you still have trouble logging in, we suggest you click the ‘Forgot Password’ button to get an automated password. You can change the password again in the Personal Details section of your account.

Product

Care instructions for leather bags: Our leather products have been made with care from genuine high quality leather. The leather texture is naturally generated and will develop a rich patina over time. Any variations in the color and grain are a result of the natural characteristics of the leather. Care should be taken when wearing light colored garments to prevent color transfer (a natural risk with leather). Keep the product dry and avoid contact with damp or wet surfaces. Limit the exposure to direct heat or sunlight. To clean the product, just wipe it with a soft, dry cloth. Do not use any chemical cleaners to care for the product. Optional care, not essential: with a soft brush, a colorless cream can be applied regularly to leather areas (not for Nubuck leather). The product can be protected by applying a waterproofing agent, following the recommendations given by the manufacturer. Care instructions for fabric bags: Clean the outside fabric with a slightly wet cloth. Do not bleach. Do not soak in water. Hang in a shady place. In case of a deep stain, clean the fabric with a cloth or soft brush using water and neutral soap. A universal-use protective spray (i.e. Scotchguard – found in most shoe or handbag departments) may be used to keep the product looking clean. When your fabric bag is combined with leather, avoid moistening the leather when cleaning.
Please send us a query using the ‘Contact us’ section. We will try to find the monkey for you.

Please send us a query using the ‘Contact us’ section. We will try to find the details of the monkey for you.

Please send us a query using the ‘Contact us’ section. Please let us know which bag you have and where you bought it.
Stock varies between stores and online. What you see in store may not be what you see online and vice versa. The Kipling retailers or franchisee and website only stock the latest ranges. The item you are looking for might belong to an order line. Please contact us and we will try to find the item or an alternative for you.
Please contact us and we will try to locate the item for you. We might be able to suggest an alternative from the current range.

Placing an Order

Sometimes your PC settings can stop you adding to basket. We recommend updating your browser options or trying to order using a different device or browser.

Please contact us, we will try to find the product for you.

Please make sure you created a Kipling Online account. Accounts are only ever created if you choose to do so when placing the order. We do offer an option to checkout as a guest, when an account is not being created. Please make sure you are using correct login details. Please bear in mind, that passwords are case sensitive. If you have forgotten the password, you can click the ‘Forgot Password’ button and an automated password will be emailed to you.

Payment & Billing

We recommend you to contact your bank to check why the payment has been rejected. Please contact us when you have further questions.

Please contact us to describe the error you are getting. If possible please send us a screenshot of the error message. This can be emailed as an attachment to: marketing@mp-group.com.

Please contact us to check the order status.

Delivery

Please contact us with your order number, we will track the order for you and advise you of the current order status.

Deliveries are sent via ACS Courier. Please contact us with your order number, we will provide information regarding your delivery.

If you are out and ACS Courier is due to deliver your order, they will either leave the parcel with a neighbour, take it to your local access point or try to deliver the next working day. In any of these cases, a note will be put through the door to tell you what action has been taken. It will also have the contact details for ACS Courier in case you have any questions or would like to make alternative arrangements.

Return

Please contact us and we will try to find the best solution for you.

Online orders can be returned at the official Kipling stores in Cyprus (Kipling store at Nicosia Mall & Kipling store at My Mall Limassol) within 30 days from the delivery date (14 days for sale items) from date of delivery with proof of purchase.

Products can be exchanged at the shop, if you wish a refund, it will appear in your account within 10 business days.

 

Please check the Returns Section for more information.

30 days for full price items from date of delivery.
14 days for sale items from date of delivery.

Warranty

Please contact us and let us know the details of the damage. Please let us know the product name and when / where you bought the item. We would also appreciate if you could email us a photo of the damage to marketing@mp-group.com.

For more information visit our warranty page.

Refund

It will take around 5 working days for the parcel to arrive back with us and the return/refund will be done within 1-2 working days. Sometimes it can take up to 10 working days for the money to appear on your account. Please contact your bank should you not be able to see the refund. Please contact us is you need further assistance and we will escalate the issue.

Please contact us with the return tracking number and we will investigate the status of your return.

General Assistance

Unfortunately not, our Kipling stores are not able to take telephone payments or post items out to you.

Customer Experience

We value all feedback. We would ask you do send us your feedback using the ‘Contact us’ section. Please describe your experience in store and let us know any relevant details like store name and location, the item you purchased and when you visited the store. We will escalate the issue.

Kipling Communication

You can resubscribe via our website. If this doesn’t work please contact customer service.

You can unsubscribe via our website or via a link in the newsletter. The link is placed on the bottom of the newsletter. If this link doesn’t work please contact customer service.