Online Shop FAQs

General

Do you have a query about a specific item? 

If you have a question about an item on our online store which you're unable to find the answer for, please feel free to reach out to us via email Hello@kilosale.co.uk 

Orders

How do I add a discount code to my order?

If you have a special discount code you will be given this in an email or on a floyer, you can simpy enter this code at checkout, this will show on your order summary. 

There are times of the year when we hold special Flash Sales, when this happens, we update our website to show that the sale discount will be automatically applied when you reach the checkout. If we have a larger scale sale, items will show the discounted price before you reach checkout. 

How can I pay for my order? 

We accept numerous different payment methods as shown in the lower footer bar of our online store. These payment methods include Mastercard/Maestro, Visa Debit, Credit Cards, Google Pay, Apple pay & more!

How do I amend/cancel my order? 

If you need to amend any information on an order, please reach out to us via email  hello@kilosale.co.uk

What if my order has already been despatched? 

If you wanted to amend details on your order such as your address, we can only do this if we have not already sent the parcel. However if this happens to you & you gave us your incorrect address, you can rearrange delivery using your tracking reference to your updated address. If we have made a mistake we will do everything we can to put things right for you. 

How long does it take you to dispatch an order? 

We pride ourselves on dispatching orders as quickly as possible, however we're only a small team, so at busier periods such as Sales/Christmas, orders may take longer for us to ship.  Orders are typically processed and shipped within 3 business days after your payment is verified. 

If you place an order on a Friday after 2pm, it will not be dispatched until Monday. If the Monday is a bank holiday your order will be sent on the Tuesday. 

If for any reason there are unforeseen delays, we will always reach out to you by email to keep you up to date.  

Delivery

Can I track my order?

All our online shop orders are sent via Royal Mail Tracked 24 hour service, you will receive a tracking reference via order shipping confirmation email, you can use this to track your order. 

My order is yet to arrive, what can I do? 

If you have tracked your order & cannot seem to get an update, please feel free to reach out to us, where will be more than happy to assist with your query. 

How do I find out about postage and delivery?

We have a delivery policy which can be found here

For online orders over £50  (excluding all wholesale orders) we offer free shipping. For any UK orders below £50 we have a flat rate cost of £4.99.

How do I know if my order has been sent? 

You will receive a shipping confirmation email which includes your tracking reference

What postal service do you use for orders? 

We use Royal Mail Tracked 24.

Condition Information

Do you clean your clothes?

We lovingly handpick items to be sold online, we then either wash these in one of our on-site washing machines or hand-wash more delicate items. The garments are then steamed, to take photographs & list them online for sale. 

Items such as leather coats, suede or wool cannot be washed in our machines, so we freshen these up for you, spot clean any stains & steam the ones we can steam without damaging them. 

What sort of condition are your items in?

All our items are vintage or second hand/preloved unless stated. Vintage and second-hand clothing by nature may show signs of wear and ageing depending on how it has been worn and washed over the years including bobbling, slight marks, small holes and damage to the garments lining. Our team only hand pick items that are deemed wearable and functional with any minor flaws only visible on close inspection and / or not seen when worn.

Sizing

We understand that sizing varies from brand to brand and era to era, so we have made a sizing chart to help you with your purchases. Please use this size chart to check your own measurements against our product listings. We always measure items & give our suggested size based on this chart. You can find our size chart here  

Returns

What is your returns policy? 

We have a 14 days returns policy, this means you have up to 14 days to return your item rom the date of receiving it. Items must be returned in the same condition sent and remain unworn with tags still attached. A full refund minus our incurred shipping costs will be given. Items must be returned in their original condition. 

Who pays to return an item?

The customer is responsible for paying the return shipping, unless an item is faulty/not as described.

My item arrived damaged. What do I do?

If you have received something that is not as described or faulty, please email us hello@kilosale.co.uk we will investigate this & arrange to put things right. 

I have received the wrong item, what do I do?

Sometimes mistakes may happen, although this is very rare at Worth the Weight, we are always on hand to assist! Please email us hello@kilosale.co.uk 

How long does my refund take? 

As soon as we receive your return, we will inspect the item & issue a refund straight away. Refunds can take up to 10 business days to appear on your bank statement.

Could I exchange an item?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Sustainability

We're constantly looking at ways we can improve our approach towards sustainability. As a Vintage & Preloved clothing company we have a circular approach to the fashion industry, we do not rag any of our clothing & we're always thinking of ways to be more sustainable. 

Some examples include our Make & Mend events at our head office, where we sell damaged vintage clothing in need of repairs at a low prices to makers. 

We also offer reworked wholesale bales, clothing that would otherwise be destined for landfill is sold to makers who rework vintage & preloved fashion!

Do you use sustainable packaging? 

We do! We aim to be a completely circular company by 2030. We use Biodegradable packaging for our parcels, we also do not include paper packing slips to save on overusing paper. 

Your order & shipping confirmations are all sent by email to save paper as well. 

We only ever include 1 small flyer in our orders. 

If you have any queries about our approach to sustainability or suggestions around this then we’d love to hear these! Please get in touch.