Customer Service

Customer Service

We would like to acknowledge and thank you for your purchase order. With acceptance of your order and dispatch of your package, we confirm your package is on its way with a special unique tracking ID to the shipping address provided by the customer.

For all orders placed before 12noon(GMT) on a business day (Monday to Friday) we aim to ship the same day, providing card security checks are complete, and stock availability is confirmed. Orders placed after 12noon(GMT) will be shipped the following business day. Any orders placed over the weekend will be shipped on the Monday with the only exception of Bank Holidays where the item will be processed and shipped the following day.


You will only ever pay one delivery charge per order processed. Our estimated times for postage delivery and standard charges are:

All deliveries will require a signature.

  • UK – Next Day Delivery - £6.95
  • UK – Saturday Delivery (Royal Mail ) - £8.95
  • EU Countries -2 to 4 days delivery - £19.95
  • Non EU European Countries - 2 to 4 days delivery - £19.95
  • North America – 2 to 4 days delivery - £19.95
  • Asia and Australia -3 to 5 days delivery - £24.95
  • South America and Russia - 4 to 7 days delivery - £29.95

Postage cost will increase exponentially dependent on the number of heavy items added to a single order.

The Delivery Address cannot be changed after an order is dispatched, however, should the package still be in our possession, we will endeavour to make any required amendments.

A signature will be required for any shipment, before signing for a package please inspect for any damages. Once signed for you accept full liability and we cannot be held responsible for any missing goods.

Stock Availability

In the unusual event that something that has been ordered is out of stock or oversold, we will part–ship and give you the option of a refund/exchange on the outstanding item/items.

Order Tracking

Our main Couriers are UPS, DHL and Royal Mail.

Your tracking number will be provided in your dispatch email along with the courier's website.

If you should have any problems, please don’t hesitate to contact the store on (+44)1224 626002

Collect in-store

For all collection orders, please correspond with [email protected] to notify our E-Commerce department of your preference of collection, who will inform you when your items are ready for collection.

When you arrive please be sure to bring a copy of your order confirmation, the payment card and identification for security purposes. If the payment cardholder is not collecting in person, the person collecting on their behalf must present a printout or e-mail of the order confirmation, as well as their own photo identification (passport or photo driving licence only) for security purposes.

Promotions and Sales

Order returns are accepted regardless of promotion or sale, here the 28 day return period applies.

When a promotion or sale period ends it is final. We reserve the right to end a promotion or sale at any time.

During sale or promotion periods we aim to work to standard delivery guidelines, however, please allow for a small delay during very busy times.

Your Right Of Cancellation

When you are buying goods online, you are entering a legally binding contract. The UK law is the applicable law and our guarantee valid within the UK.

If you change your mind about your purchase, you have an allocated time period to examine the goods and exert your right to cancel your order or part of your order.

If you have had an item tailored or customised in KAFKA or elsewhere then these goods cannot be refunded on return.

Cancellation Period

You must choose options of a refund, replacement, exchange or online credit. You must ensure that reasonable care is taken of any goods and you return them to us by post.

The cut off date for return is 28 days for a refund or exchange. After this period we will offer to repair fault, or in certain circumstances an exchange. If this is not available, only then will we issue a refund. This repair and exchange guarantee excludes faults caused by neglect, misuse, accident or normal wear and tear, and failure to follow instructions of care.

This does not affect your statutory rights.

Payment Validation

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment, then we will notify you by email and we will not dispatch the order. In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. At all times where we disclose your information it will remain secure. If you believe your details are incorrect you may correct those details by contacting [email protected]

We reserve the right to refuse any order.

If there are any issues with your order we shall contact you via the contact information you have provided.


If you are not satisfied with your order, please visit and complete the online returns request form, and send back to us with your prefered courier. Or, alternatively, any items purchased on our site can be returned in person to our Kafka store. Please take your Online order confirmation with you as proof of purchase.

To be entitled to a refund or exchange an items must be returned within 28 days of the original order. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. Returned items must be unused and in the relevant packaging where ever possible. Garment tags should not be removed.

Any items which have been seen or displayed on any Social Media platforms will also be refused refund and returned to the customer. 

All shipping, and shipping related charges for the return of goods will be paid for by you and we will incur the cost of redelivering the exchanged goods ( UK only ).

We ask that customers outwith the UK mark any returned packages with "Returning to Country of Origin" to prevent any delays at the relevant customs authorities.

Return Address :
AB10 1YD

Refund Time
We will try to get the refund through on the same day that we receive the goods back instore. Refund timings should be same day with Paypal, 2 - 3 working days with regular credit cards and ApplePay can take up to 10 working days. 

Your item will be refunded within at least two weeks of receiving your goods and within 30 days of receiving a written notice of cancellation.

We shall re-imburse delivery only if goods are deamed faulty after inspection.

Faulty Items

If the item you received is faulty, please contact customer support ([email protected]) quoting your order number, your name and address, details of the product and the fault. We will respond to you as soon as possible to acknowledge your issue and from there will request that you send us a few photographs of the fault. The photographs will be sent across to our representatives from the appropriate brand to determine the course of action.

Please note that we may not be required to provide a refund if you continue to use the goods after discovering the fault.

This does not affect your statutory rights.

Privacy Policy

We are committed to protecting your privacy. We use the information you give to us to process orders and to help us provide an improved service.

When you order we need the following information:

  • Your name
  • Email address
  • Delivery address
  • Credit card or debit card number
  • Card expiry date
  • Security code
  • Telephone number (for urgent contact if there is a problem with your order and for delivery purposes)

We do not share any of your details with other companies other than those that are needed to provide your delivery.

Our website may contain links with other websites that are outside our control and are not covered by our privacy policy. If you access other sites using our links please be aware that they may have different privacy policies to Kafka.


You are entirely responsible for any and all activities that occur under your account and you agree to notify us immediately of any unauthorised use or any other breach of security.

Trade Description

We have made every effort to ensure photography, description and details are correct and accurate. However, slight differences in colour and texture may occur and manufacturers’ specifications may change slightly on garments. Please note all measurements are approximate.

Price Matching

In most circumstances we are happy to offer a price match with our online competitors.

The following conditions must be considered when Price matching:

  • The item must be full price and not subject to any promotion or sales offers.
  • The item to be price matched has to be identical to the one listed on and currently in-stock on both sites.
  • We reserve the right not to alter our listed price, or price match.
  • Price matches can not be offered after goods have been purchased.

To Enquire about an items price, please contact our E-Commerce department at [email protected] before placing your order.

Customs, Duties and Taxes

Customer's ordering from outside the United Kingdom will receive a 20% VAT discount on their order. This is applied at checkout once your delivery details are complete. If you select your delivery destination from the dropdown, the price will adjust to show correct VAT rate.

Since Brexit we Euro customers have the option of ordering with the tax and a door to door, no hassle delivery and this can be put in place at the delivery options page.

If you have any further queries please use our “Contact Us” form ensuring you state your Name, Email Address and Order Number.

Depending on the value of your order, your parcel may or may not be charged customs, import duties or handling fees. If your parcel is charged, it is up to the recipient to cover these costs. Unfortunately, these charges are out of our control and tend to vary from country to country so we’re unable to predict what your particular charges may be.

For more accurate and current information, we suggest contacting your local customs office who will be able to explain a break down of your duties.

Customers must take full liability for parcels returned to us due to unpaid customs charges and should expect to have postal charges, return shipment costs, customs charges and handling deducted from any refund due.

Newsletter Subscriptions

We will use our newsletter to inform you occasionally of new products, editorials, promotions, and seasonal sales. If you decide to cancel your subscription to our newsletter, you can unsubscribe at any time by clicking the unsubscribe link at the bottom of the mailer, or contacting [email protected]

We aim to send content that is suitable and engaging, your email address will never be passed on to a third party.

Contact Us

If you have any questions regarding queries, feedback, product information etc please give us a call during UK business hours at (+44) 1224 626002 or email our Customer support at [email protected]