Quick answers to the questions we get asked most. For delivery prices and times by country, and the full returns process, see our Delivery & Returns page. If your question is not here, email info@kidfromthewest.com and we will reply within one working day.

Delivery

Do you deliver at weekends?

Royal Mail Tracked 24 and Tracked 48 can arrive on a Saturday. DPD delivers Monday to Friday. We dispatch Monday to Friday, so an order placed on Friday afternoon or at the weekend goes out on the next working day.

What happens if I am not in when it arrives?

Royal Mail will leave it with a neighbour or in a safe place if they can, or leave a card so you can rearrange or collect from your local delivery office. DPD will text you a one-hour window on the day and let you change the date, leave it in a safe place or send it to a pickup shop.

My tracking says delivered but I do not have the parcel

Royal Mail sometimes scans a parcel as delivered up to a day before it actually arrives, so in most cases it turns up the next working day. Check with neighbours and any safe place first. If it has not arrived by the next working day, email info@kidfromthewest.com with your order number and we will take it up with the carrier.

My tracking has not updated for a few days

Tracking can sit still for a day or two, especially on international services. If nothing has moved for more than three working days, email info@kidfromthewest.com with your order number and we will chase it.

My order has not arrived at all

Email info@kidfromthewest.com with your order number. We will check the tracking, raise it with the carrier and, if it is confirmed lost, refund or resend it.

Something is missing from my order

Email info@kidfromthewest.com with your order number and tell us what is missing, and we will sort it.

Will I get a confirmation and a tracking link?

Yes. You get an order confirmation as soon as you order, and a dispatch email with your tracking link as soon as the parcel leaves us. We also email you with updates as it moves.

Orders and pre-orders

Can I order without creating an account?

Yes. You can check out as a guest. Creating an account just lets you see your orders and tracking in one place when you are signed in.

Can I cancel a pre-order?

Yes, while it is still unshipped. Email info@kidfromthewest.com with your order number and we will cancel and refund it in full.

How long do I have to return a pre-order once it ships?

A pre-order is a normal order once it ships. Your 14 days to request a return start from the day it is delivered, not from the day you ordered.

Will you restock a sold-out piece?

Some pieces are restocked and some are one-off drops that do not come back. Select the size you want on the product page and use the notify me option, and we will email you if it returns.

Sizing and care

Is your sizing unisex?

Our sizing is unisex and cut relaxed. Go by the measurements in the size guide on each product page rather than your usual high-street size.

What size is the model wearing?

The model height and the size they are wearing are listed at the top of every product page, just under the product name.

Will my piece shrink in the wash?

Wash cold, inside out, on a gentle cycle and avoid tumble drying and it will hold its shape. Heat is what shrinks cotton and damages print.

Payment

Is it safe to pay on your site?

Yes. Payments are handled by Shopify Payments and the wallet providers, so your card details are never stored on our side and the checkout is encrypted.

Why is my order showing in a different currency?

Prices are shown in your local currency where we support it, and that is what you are charged in. US orders are priced in dollars. Your exact total is shown at checkout before you pay.

Do you have a discount code or a sale on?

Any live offer is shown on the site and applied at checkout. We do not have a standing code. Sign up to our emails from the pop-up or the footer and you get new drops and offers first.

Can I use more than one discount at once?

No. Only one discount can be applied to an order.

Do you sell gift cards?

Not at the moment.

How do your rewards points work?

You earn points when you order and can redeem them against future purchases. Sign in and open our loyalty page to see your points and what they are worth.

Returns and refunds

Can I return part of an order?

Yes. Select only the items you want to send back when you start your return in the portal.

Can I return a gift?

Yes, under the same 14-day window, which runs from when the order was delivered. The refund goes back to the original payment method, so it returns to whoever bought it. Email info@kidfromthewest.com if that is a problem and we will help.

Do I have to pay to return a faulty item?

No. If an item is faulty, damaged or not what you ordered, we cover the return postage and there is no return fee. Email info@kidfromthewest.com with your order number and a photo.

How do I know you have received my return?

The returns portal updates as your return moves, and we email you when it reaches us and again when the refund is issued. Keep your tracking number until the refund comes through.

Can I exchange for a different piece rather than a different size?

The portal handles exchanges for a different size of the same piece. For anything else, return it for a refund and place a new order, which is quicker than waiting for us to process a swap.

Your account and the brand

How do I reset my password?

Use the forgotten password link on the sign-in page and we will email you a link to set a new one.

How do I stop marketing emails?

Use the unsubscribe link at the bottom of any of our emails. It does not affect order and delivery emails, which we still need to send you.

Do you have a physical store?

No. We sell online only at kid-west.com and ship from our UK warehouse.

Who are KIDWEST?

KIDWEST is a British luxury streetwear label, Kid From The West Ltd, based in Manchester. We design and release our own collections and ship worldwide from the UK.

Do you take wholesale or stockist enquiries?

Yes. Email info@kidfromthewest.com with your company details and the territory you cover.

How do I contact you, and how fast do you reply?

Email info@kidfromthewest.com. We usually reply within one working day. Include your order number if your question is about an order.