FAQ

General Information

HOW DO I KNOW THE DIMENSIONS OF MY NEW PIECE?

We provide as much information as we can on the details and the dimensions of your piece. Depending on the piece we also provide images with different angles and the piece in a lifestyle setting to help you better understand the dimensions. We advice that all customers confirm the dimensions of their space for the products entry to your home.

HOW DO I KNOW WHICH ITEMS ARE IN STOCK?

We work closely with our boutiques to make sure all pieces listed on the site, including some one-off made to order pieces are in stock and available for purchase. On rare occasions your chosen item may not be available, in this case we will be in contact with you. Please note that placing a piece in your shopping cart does not reserve it for you.

WILL NEW BOUTIQUES BE ADDED TO THE WEBSITE? IF SO, WHEN?

We are always discovering new boutiques and pieces to add to The Kairos Collective. We send out bi-weekly newsletter which also informs our users of the new boutiques and products added to The Kairos Collective.

HOW DO I MAKE A PURCHASE ON THE KAIROS COLLECTIVE?

Once you discover a piece you can add the item to your basket and checkout. Ideally you can also save your item in your bag for a later check-out time, assuming the item will still be available for purchase at that time.

CAN I MAKE A SPECIAL REQUEST ON MY ORDER, FOR EXAMPLE, CUSTOMISE AN ITEM?

We understand that you are looking to discover the perfect piece for you, The Kairos Collective will aim to make sure you receive this and can work with designers and merchants to create that bespoke piece. Contact us at support@thekairoscollective.com to discuss a special request piece.

CAN I RESERVE A PIECE TO BUY LATER?

At the moment we do not provide a holding service at our boutiques. However contact us at support@thekairoscollective.com to discuss potentially reserving a piece.

HOW LONG WILL IT BE BEFORE I RECEIVE MY ORDER?

Shipping time varies, this is dependent on the piece you order and boutique. Please contact our customer service team at support@thekairoscollective.com and a team member will be able to further assist you. 

Payments

WHAT PAYMENT METHODS DOES THE KAIROS COLLECTIVE ACCEPT?

Bank Transfer, Paypal, Credit & Debit Cards.

WHEN DO I MAKE THE BANK TRANSFER ? WHAT IS THE BANK TRANSFER PROCESS?

Our customer service team will be in contact with you once your order is confirmed with details on how to proceed with a bank transfer payment.
Please transfer the grand total within 5 days after placing the order to the following bank account:

HSBC Notting Hill Gate
25 Notting Hill Gate
London, W11 3JJ, UK

Account Name: The Kairos Collective Limited
IBAN: GB92MIDL40050921644750
BIC: MIDLGB2141N

IS IT SAFE TO USE MY CARD ONLINE AT THE KAIROS COLLECTIVE?

Your online security is very important to us, our payment process uses advanced coding methods. Your card data is submitted using SSL technology. In this way, all personal information that you send to us is encrypted and cannot be viewed by others.

WHICH CURRENCY CAN I BUY IN?

When checking out, you will be charged in GBP (£) as per listed on The Kairos Collective.

WHEN WILL I BE CHARGED?

Payment will be taken once your order is approved and ready for shipping. Please be aware that your bank or card issuer may reserve the money, meaning that you can't use it for a short period. If you cancel your order before it is processed, we will simply cancel the transaction and there will be no need to process a refund.

Taxes & Duties

WILL THERE BE ADDITIONAL DUTIES OR TAXES PAYABLE ON MY PURCHASE?

All orders are sent with DDU (Delivery Duties Unpaid). You will be responsibility for paying any duties or taxes.

Shipping & Returns

HOW WILL I KNOW MY ORDER STATUS?

Once we confirm the availability of your purchase with our boutiques, you will receive an email.

HOW DO I TRACK THE DELIVERY OF MY ORDER?

The Kairos Collective always tries to use tracking services. You may track your order using the tracking ID if supplied on the courier's website.

CAN I CANCEL MY ORDER?

The Kairos Collective can accept cancellations, for any reason, up to the moment your order has been processed. After that, you cannot cancel your order, but you may return it (please see returns section). For instructions on how to do this, please contact our Customer Service team - support@thekairoscolletive.com.

HOW MUCH WILL I BE CHARGED FOR SHIPPING?

Shipping is defined per item and per merchant for UK customers. When the shipping cost is POA, shipping will be calculated and our customer service team will be in contact with a quote which needs to be accepted by you for your order to be complete. For international shipping please contact support@thekairoscollective.com.

MY ORDER IS INCOMPLETE. WHEN WILL MY REMAINING ITEMS BE DELIVERED?

If you have ordered pieces from more than one boutique the items will arrive in separate shipments and may not be delivered to you simultaneously. Please contact our customer service team at support@thekairoscollective.com and a team member will be able to assist you.

HOW CAN I EXPECT TO RECEIVE THE GOODS?

Each boutique will coordinate shipping their pieces to you and aim to deliver your order in the best possible condition.

DO YOU SHIP TO MY COUNTRY?

We only ship pieces around the UK at the moment, however we will work with boutiques and customers to accommodate shipping pieces outside the UK if requested. Please contact our customer service team at support@thekairoscollective.com and a team member will be able to assist you.

CAN I RETURN MY ORDER?

Please refer to our returns section.

MY ORDER WAS CANCELLED. WHEN WILL I RECEIVE A REFUND?

If a cancellation is made before the order is processed you will not have been charged. If your order has been processed we will refund you through your original payment method. Please be aware that your bank or card issuer may reserve the money, meaning that you can't use it for a short period.

WILL CUSTOM DUTIES, SALES TAX OR VAT BE REFUNDED ON A RETURN?

The Kairos Collective does not include duties in our prices. All customers will be refunded the cost of your order including any VAT or sales tax that were applicable at the time of your purchase, but excluding the original shipping cost. You may be able to recover import duties for returned items by contacting your local customs bureau directly.

CAN I EXCHANGE MY ITEM?

Please contact our customer service team at support@thekairoscollective.com and a team member will be able to further assist you. 

Customer Accounts

I FORGOT MY PASSWORD. HOW CAN I GET A NEW ONE?

Click on the “Forgot your password?” link when you sign in. Enter your email address and then "Submit." You will then receive an email to reset your password.

Security

WILL MY PERSONAL INFORMATION BE KEPT PRIVATE?

We guarantee that all personal data will be kept private and confidential, and that we will never give out any of your information without your authorisation. Your card data is submitted using SSL technology. In this way, all personal information that you send to us is encrypted and cannot be viewed by others.
For further details, please see the The Kairos Collective privacy policy.