FAQs

Can I track the status of my order?
Log in to My Account to see the status of your order.

Can I shop online with a credit note/store card?
We are currently unable to accept KRISP store credit note/store card.

I’m a student, can I get NUS discounts online?
Unfortunately we do not currently accept NUS discounts online. However, we do accept student discounts in our KRISP stores.

Is it safe to shop online at KRISP?
Absolutely! Our top priority is keeping you safe. We use the latest SSL (Secure Sockets Layer) technology to ensure your data is protected.

The personal information you provide to us is used for our records and our own marketing purpose. We do not give or sell your details to third parties.

We also do not store any credit/debit card details as your card details are dealt with directly by HSBC or PayPal.

Do you accept orders over the phone?
For your security we do not currently accept telephone orders. Please remember, you can use any debit/credit card or pay using PayPal. If you're still having trouble completing the checkout please contact us.

I’ve ordered the wrong item/size/colour! Can I amend my order?
Unfortunately, once your order has been placed, you won’t be able to amend your order, so please ensure you review your order summary carefully during checkout before confirming the order.

You may cancel an order at anytime provided the status of your order hasn’t changed to ‘Despatched’. Please contact us ASAP (providing your order number) and we will issue you a full refund provided we have not dispatched your order.

What delivery options do you offer?

Please see our Delivery section for full details.

What is a ‘working day’?

Working days are classed as Monday to Friday, and does not include Saturday, Sunday, or Public Bank Holidays.

I have a discount voucher code, where do I go to redeem it?
If you're fortunate enough to have a discount voucher code, simply go to your shopping bag and enter it in the 'Vouchers' section (bottom left hand side). Don't forget to click the 'Submit' button to apply your voucher code. Your shopping bag summary will update with the new total (after discount) if your voucher code is correct/valid.

My computer crashed during checkout! Has my order gone through?
If you receive a confirmation email, then your order has been processed successfully. If you haven't had any emails from us, please go to the My Account section of the website and click on 'My Orders'. If your order doesn't appear on the list, you'll need to place it again.

Can I have my order sent to an alternative address, such as a work address?
Yes, you can ask for your order to be delivered to an address that is different to your home address when you go through the checkout process. You can even maintain several different addresses within the My Account section of the site to make this easier.

Please note however that, for fraud prevention purposes, orders which are £100 or over can ONLY be delivered to the billing address.

Can I have my order sent to a KRISP store?
Unfortunately we are currently unable to offer this service at present.

Do I have to sign for the package once it arrives?
If you chose UK Express delivery option, someone at the shipping address will need to sign for it. This is also true for Europe & Ireland, and World Wide shipping.
UK Standard delivery will not require a signature.

What happens if no one’s in when my parcel’s being delivered?
You should receive a ‘While you were out’ card if no one is available to collect your parcel. Your parcel will be sent to your local Post Office sorting office, ready to be collected.

For UK Standard orders, your parcel may have been left with a neighbour or in a obscured location (such as in the shed, or behind the bin, etc).

Can I have my order left in a place as instructed by me?
We can ask our delivering partners to leave your order in a place as instructed by you. Sometimes this is not always possible but we will do our best to fulfil your requirements.

PLEASE NOTE: Orders left as instructed by you are at your own risk and we will not be liable to compensate orders that are damaged or lost.

It’s been X number of days and I still haven’t received my order.
If your order status has changed to ‘Despatched’ and you haven’t received your order within 5 working days, please check that you haven’t been sent a ‘While you were out’ card from Royal Mail. It may have been delivered while no one was in to collect the parcel.

Also, check that your parcel hasn’t been left with the neighbours or in an obscured location (such as under a shed, or behind the bin, etc).

If your order status has not changed to ‘Despatched’ there may have been a problem with your order. We will contact you should an issue arise with your order and keep you updated with any delays which may have occurred. Please contact us, providing us with your order number, should you have any queries regarding your order.

What do I do if my order is missing?
Please contact us (stating your order number) if you believe your order is missing. Please note that for UK standard orders, at least 10 working days (2 weeks) must have passed since date of dispatch before we can claim a package is lost in the post.

We strongly recommend you contact your local Royal Mail sorting office as they may be holding your order for you, even if you haven't received a 'While you were out' card.

Do I get charged custom or import charges?
Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country.

We would advise that you find out what these charges may be before you place your order.

What is your returns policy?
You can return any unworn non-sale website purchases to us within 14 days of the dispatch date provided the item(s) are in mint sellable condition and all tags are intact. For reasons of hygiene, lingerie and pierced jewellery are non-refundable. Please be aware that sale garments are non-refundable.

Please see our Returns Policy for full details.

I’ve returned some items to you, but why wasn’t I refunded the delivery cost?
We will only refund your postage cost if your item is damaged or faulty and it is the only item on your order. If you have kept any items on your order, we will not be able to refund your postage.

I’ve sent some items back to you for a refund but I haven’t heard anything from you.
We will inform you once we receive your returned item(s) via email. You will also be notified once we have issued you a refund.

We recommend you obtain a proof of postage when returning item(s) to us as we are unable to accept responsibility on lost returned parcels.

If you still have not heard anything from us it is most likely your package is lost. We recommend you contact your courier (i.e. Royal Mail) as they may be able to compensate you.