FAQ

 

Q: Do you offer free shipping?
A: Yes! We offer free shipping for orders over a certain amount, depending on the delivery location:

UK: Free shipping for orders over £100

US, Europe & Australia: Free shipping for orders over £400

Rest of World: Free shipping for orders over £500

Q: How long does it take to ship an order?
A: UK shipping takes 1-2 working days. US and EU shipping takes 2-3 working days. Rest of World and remote area shipping takes 3-10 working days. SHIPPING TIMES ARE ESTIMATES ONLY AND MAY VARY. More accurate shipping estimates can be viewed during the checkout stage.

**This is in addition to any processing time (if any) stated on product page**

Q: When will my pre-ordered item be dispatched? 
A: All "pre-order" items will have the estimated shipping date in the product description. This date is an ESTIMATE ONLY and is subject to change on short notice depending on current circumstances.

Q: My order has been shipped but I haven't received it yet, what should I do?
A: If your estimated shipping time has passed and you haven't received your order, please contact us NO LATER THAN 20 DAYS after your order dispatch confirmation. If you contact us later than this, we cannot guarantee that we can assist in locating your order. If you contact us later than this and your order turns out to be lost during transit, we cannot guarantee a reimbursement or replacement. 

Q: How can I know which items are ready to be shipped immediately and which ones have a lead time?
A: 'Made to order' items will always have a disclaimer at the bottom of the description, stating the processing timeline for that item. The items that can be dispatched right away will NOT have the disclaimer at the bottom of the product description.

Q: Why have I been requested to pay customs? 
A: We are a British company and are shipping from the UK. International shipments do at times attract Import Duties and Taxes according to your country's import tax policies. This is something we have no control over and you will be required to pay. Please see more information on our Purchase Policy here: https://thekemist.com/pages/purchase-policy

Q: Why has my basket total changed during checkout? 
A: For many international shipments, we are able to collect customs duty & tax during the checkout stage. During checkout, you will have the option to pay the duty and tax in advance, or you may opt not to pay this with your order. If you opt not to pay during the checkout stage, the carrier will contact you directly whilst your package is in transit. 

Q: I live in the USA, do I have to pay customs?
A: To our knowledge, all orders from UK to the US which are UNDER $800 USD (all items and shipping combined) DO NOT incur customs fees.

For orders over $800 including shipping, you will be required to pay duty and tax for this international shipment. 

Q: Why is the price different after I checkout?
A: All of our products are sold in Great British Pounds as we are a UK brand based in London UK. Therefore, our order confirmation and basket summary is shown in £GBP. When you make an international purchase the price will be converted into your local currency on your bank statement. Our payment gateway does these conversions using their exchange rate, which varies daily.

Q: Is my order eligible for an exchange or a return?
A: You are eligible for a refund or an exchange for all non-discounted / non-sale items. See our full returns & exchanges policy here:

https://thekemist.com/pages/shipping-returns 

Q: How easy is it to return an item for an exchange or refund?
A: We have made it super easy with a paperless option for returns via our returns centre.

If any of your (non sale) items are not suitable for whatever reason, you may return them in their original state, unworn and without damage, for an exchange, store credit or refund.

You can simply go to our returns centre https://thekemist.returnscenter.com/ and complete a few easy steps to start your returns.

Q: Is there a time limit for returning my order?
A: All returns/exchanged must be requested within 14 days of delivery. Any requests sent after this time window will not be accepted. 

Q: Can I return an item purchased on sale?
A: All sale purchases are final & therefore not eligible for a return or exchange under any given circumstances.

Q: Why is your stock so limited on certain pieces?
A: As a brand, our core values are uniqueness and quality, keeping a low stock level allows us to provide that with every piece.
 
Q: How do I know if an item is back in stock?
A: You can sign up to a back in stock alert, if you subscribe to the email alerts, you will be notified when an item in your size is back in stock.

Q: How do I receive updates on my order?
A: Once you place your order, we will update you via email when an order is confirmed, completed and shipped. You can also track your order via 'My Account'

Q: Do you offer any extended sizing options?
A: Yes we do offer extended sizing options on some styles, which you can find in our “Kemist Kurve” category. and we are working on extending the sizes in more pieces.
 
Q: How can I know my size?
A: All of our products are in UK sizing. Please use our size guide chart for international conversions. You can find this on a tab on every product page and at the bottom of the website. The size guide chart is in INCHES.

Q: Can the inseam on pants be extended?
A: The inseam on signature pants can only be extended if that has been stated within the product description. This option is limited for certain styles as extending the inseam can affect the style/cut of the item.
 
Q: Where do you ship from?
A: We are UK based, we ship from London.