FAQs

Here you can find our most frequently asked questions.

If you can’t find what you’re looking for, please contact our Customer Service Team at koocares@kingdomoforigin.co.uk who will be happy to help.

Delivery & Shipping

Do you ship to my country?

Yes we ship worldwide, if you don’t see your currency listed in our currency calculator, or if there is a problem at check out, please email us and we will look into this for you.

How do I find out the cost of delivery?

The shipping charge will automatically be calculated and added to your order total at checkout. The shipping is based on the weight of the package and the final destination country. We offer standard UK delivery for £5.95 and next day UK delivery for £10.  European delivery is £25 and Rest of World delivery is £30.

When will I receive my order?

For standard delivery, we aim to despatch all orders in 2-3 working days. Orders are not shipped on weekends.

Any order received on a Friday will be despatched the following Monday (excluding Bank Holidays). All items will be shipped via our courier, DHL and you will receive an order tracking number when you place your order.

Can I send my order to a different delivery address?

Yes, you can fill out a different delivery address at checkout.

Customs & Taxes

Do I have to pay international taxes and duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country.

Kingdom of Origin cannot control, and is not responsible for any duties / taxes applied to your package upon delivery. We cannot give you any detailed information on what the costs will be, as custom policies vary widely from country to country.

You will be responsible for paying any additional charges for customs clearance; please contact your local customs office for further information. Please note, on rare occasions, customs agents may delay delivery of some packages and Kingdom of Origin cannot be held responsible for such delays.

Can you declare my order order as a ‘gift’ for customs purposes?

No. We have a legal obligation to correctly declare the full value of the goods for customs purposes. If an item is on sale we will declare the sale price and not the full price of the item.

Can you change the value of my order for customs?

No. By law we must declare all items at their full selling price (or sale price if the item is in the sale) and cannot alter this amount to decrease international custom fees.

Order Tracking

Can I track my order?

Yes, you will receive a DHL tracking number with your shipping confirmation. This will be emailed to you.

My tracking number does not work

It can take a day for the DHL tracking number to be activated, but please contact us at koocares@kingdomoforigin.co.uk if you need any help tracking a parcel.

My order is missing

Please contact koocares@kingdomoforigin.co.uk and we will investigate it for you.

Some pieces are missing from my order

All orders are packaged with the upmost care and attention but if you do find anything missing, please contact us immediately at koocares@kingdomoforigin.co.uk

I received the wrong items

If you have received the wrong items, contact our customer services team at koocares@kingdomoforigin.co.uk specifying which incorrect items you have received and which items are missing. You can return the incorrect items free of charge via our courier DHL, we will email you instructions for collecting the parcel from you. We will send you the correct items without any further postage costs to you.

I have received a faulty item

Please contact us as soon as possible after receiving the item via email at koocares@kingdomoforigin.co.uk stating what the defect is. We may ask you to send us photographs of the defect. If we deem the product to be faulty, we will action a refund or replacement for you and email you details of how you can send the faulty product back to us.

Stock

I cannot find the colour or size I’m looking for

The colours and sizes available in the online shop reflect what we currently have in stock, however we do get frequent deliveries and we may be getting the size or colour you’re looking for soon. Please contact us at koo@kingdomoforigin.co.uk if you have any questions about specific products.

How often do you re-stock sold out items?

If an item sells out, we are often able to re-stock it within a few weeks due to our factory being in the UK.

You will be able to input your email address on our product page, and be added to a waiting list to be given priority notification when the item is back in stock.

Please get in touch with us if you have any questions about stock levels of an item.

Sizing & Garment Care

How do I know what size to order?

We have a size chart with body measurements to help you choose the right size. This can be found by clicking the ? symbol next to the size choices on any of our product pages. Our sizing is dual sized as is designed to fit your child all the way through to the upper size age. For example: If your child is aged 8 and would normally take a size 8 years, you may find our size 8-9 years a little bit big, but our garments are designed to last and we want to make sure your child gets plenty of wear out of them.

If, after measuring your child and consulting our size chart, you are still unsure what size to buy please contact us for advice at koocares@kingdomoforigin.co.uk

Where do I find care instructions?

You find care instructions for each product on the sewn inside the seam of the garment. For machine washable items, we would advise you to wash at 30 degrees and do not tumble dry. Please follow all care instructions carefully.

I need a spare button

If you need a replacement button for any of our styles please email us as at koocares@kingdomoforigin.co.uk stating which style you need the button for. We hold some in stock and we can send to you upon request.

Company Information

Where else can I buy Kingdom of Origin products?

Kingdom of Origin products are exclusively available via the online boutique www.kingdomoforigin.co.uk. We do not wholesale. If you see a Kingdom or Origin style being sold anywhere other than via our website, please advise us by emailing koo@kingdomoforigin.co.uk as it may be a counterfeit item.

Where are your clothes produced?

We are very proud to say that all our clothing, labels and packaging are produced here, in the UK. This is very important to us.

What payment methods can you accept?

We accept online card payments via Visa, Mastercard, Paypal or Kingdom of Origin Gift Vouchers.

Returns

What is your returns policy?

If you decide you would like to return an item, you have 14 days upon receipt of the item to request a RMA (Return Merchandise Authorisation) number and send the item back to us.. You can get your RMA by logging on to your customer account and selecting ‘orders’ then clicking on the item you wish to return, stating a reason and clicking ‘return’. The RMA will automatically be generated on screen. 

We offer free returns within the UK, via our courier DHL. You will receive a pre-paid returns label and information on how to return your parcel enclosed within your parcel.

All items being returned are subject to inspection and provided the item is received with the original tags, clean and unworn and in re-saleable condition, you will receive a full refund for the item, excluding the cost of the original postage. We will refund you using the same payment method you used to pay. Please allow up to 14 days for this to reach your account.

If you live outside the UK and would like to request a return, you will have 30 days to return the item to us and are responsible for all return postage, tax and duty charges.

How long does it take to process returns?

Please allow up to 7 days for us to process returns, although we aim to do this for you as soon as we can.

How do I know that you have received my return?

We will always try to handle your return as fast as possible. We will send you an email once your return has been processed and if we need any additional information from you in order to complete the returns process. You are always welcome to email us or give us a call to check the status of your return.

Shopping Online

Do I need an account to place an order?

Yes. By creating an account you will be able to see at a glance your order history, request a return online and view the status of your order.

Can I change my order once it has been placed?

We start working on your order as soon as it has been placed, so there is very little time frame in which you can amend or cancel it. If you would like to make any changes, please contact our Customer Services Team at koocares@kingdomoforigin.co.uk as soon as possible after placing your order.

If your order has already been dispatched from our warehouse we will be unable to change your order.

Can I add items to my order?

Unfortunately we cannot add items to an existing order Please place a new order for the item.

I did not receive an email confirmation

As soon as your order is placed, an order confirmation goes to the email address you entered. If you don’t receive this, double check your spam folder and add koo@kingdomoforigin.co.uk to your contact book for future purchases.

How do I use a voucher code?

If you’ve received a voucher code or gift voucher code for the online shop, you can input this on the checkout page in the order process. Simply write the code (case sensitive) in the field at checkout, and the total amount of your order will be recalculated.

Do you offer free shipping?

Sometimes we may run special offers whereby we will offer free shipping. Sign up to our newsletter to be the first to her about these offers.