FAQS
Frequently Asked Questions (UK, US & Canada)
Find answers to our most common questions below. If you can’t find what you need, email us at support@kettl.shop and we’ll be happy to help.
How long does shipping take?
Orders are typically processed within 1–2 business days (excluding weekends and public holidays). Delivery times vary by location:
- United Kingdom: Usually 3–7 business days after dispatch
- United States: Delivery times vary by destination; estimated times are shown at checkout and in your order confirmation
- Canada: Delivery times vary by destination; estimated times are shown at checkout and in your order confirmation
Please note: delivery estimates can be affected by peak periods, carrier delays, weather, and customs processing for international shipments.
How do I track my order?
Once your order ships, you’ll receive a tracking email with a tracking link. If you created an account at checkout, you can also view tracking information by logging into your account.
What if I receive a damaged, defective, or incorrect item?
If your order arrives damaged, defective, or incorrect, please email support@kettl.shop as soon as possible with:
- Your order number
- Clear photos (and video if helpful) of the issue
- A brief description of what’s wrong
We recommend contacting us within 48 hours of delivery so we can resolve the issue quickly. Where appropriate, we’ll arrange a replacement or refund in line with our Returns & Refunds Policy.
Can I cancel or change my order?
If your order hasn’t been processed or dispatched yet, we may be able to cancel it or update details (such as the shipping address). Please contact us as soon as possible at support@kettl.shop.
If your order has already shipped, you can still follow the return process after delivery (and UK customers may have additional cancellation rights under applicable consumer rules).
Do you offer refunds?
Yes. Refund eligibility depends on the product type and return reason. Please review our Returns & Refunds page for full details, including timeframes and conditions for UK, US, and Canada customers.