FAQ
Find answers to some of the most common questions about ordering, shipping, tracking, returns, payments, cancellations, and customer support at Kaltza.
1. How long will my order take to arrive?
Orders are processed within 1–3 business days, Monday to Friday.
Once your order has been dispatched, the estimated transit time is 7–10 business days, with shipping and delivery taking place Monday to Friday.
Estimated total delivery time: 8–13 business days.
Saturdays, Sundays, and public holidays are not counted as business days.
Delivery times are estimates and may occasionally be affected by carrier delays, weather conditions, public holidays, high-volume periods, or other circumstances outside our reasonable control.
2. What is your order cutoff time?
Our daily order cutoff time is 5:00 PM (GMT+0).
Orders placed before 5:00 PM (GMT+0) on a business day may begin processing that same business day.
Orders placed after 5:00 PM (GMT+0), during weekends, or on public holidays will normally begin processing on the next business day.
3. Can I track my order?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where tracking is available.
You can use the tracking details provided to monitor the progress of your shipment.
Please allow some time for the carrier's tracking system to update after your order has been dispatched.
4. Is shipping free?
Yes. We offer free shipping on all orders within the United Kingdom.
There is no minimum order value required to qualify for free shipping.
5. Where does Kaltza ship?
We currently ship within the United Kingdom only.
Orders are delivered to the customer's address provided during checkout.
We do not currently offer international shipping outside the United Kingdom.
6. My order is delayed. What should I do?
If your order has not arrived within the estimated 8–13 business day delivery timeframe, please contact us at contact@kaltza.com and provide your order number.
Our support team will review the available shipping information and assist you.
Occasional delays may occur because of carrier disruptions, public holidays, weather conditions, increased shipping volumes, or other circumstances outside our reasonable control.
7. I received a damaged, defective, or incorrect item. What should I do?
If you receive an item that is damaged, defective, incorrect, or not as described, please contact us at contact@kaltza.com as soon as possible.
Please provide your order number and clear photographs of the product and packaging, where appropriate.
We will review the issue and provide an appropriate solution.
Eligible damaged, defective, or incorrect items can be returned using the free return label provided by Kaltza.
8. Can I cancel my order?
You may request to cancel your order within 8 hours of placing the order.
To request a cancellation, contact contact@kaltza.com and provide your order number.
Please note that submitting a cancellation request does not guarantee that your order can be cancelled.
If your order has already entered processing, fulfilment, or dispatch, cancellation may no longer be possible.
Cancellation requests submitted during weekends or public holidays will normally be reviewed on the next business day.
For more information, please review our Cancellation Policy.
9. Can I return an item?
Yes. We accept returns for eligible defective and non-defective products.
You have 30 days from receiving your order to request a return.
Returned items must be new, unused, unwashed, with original tags attached and, where applicable, in their original packaging.
Approved returns are sent by mail, and we provide a free downloadable and printable return label.
We do not charge restocking fees.
For full information, please review our Return & Refund Policy.
10. Do you accept exchanges?
Yes. We accept exchanges for eligible products.
Exchange requests must be made within 30 days of receiving your order, and the item must meet the same eligibility requirements as a standard return.
To request an exchange, contact contact@kaltza.com with your order number and details of the item you would like to exchange.
11. How long does a refund take?
Once your returned item has been received, inspected, and approved, your refund will be processed to your original payment method within 7 days.
Your bank, card issuer, or payment provider may require additional time before the refunded amount appears in your account.
12. What payment methods do you accept?
Subject to availability at checkout, Kaltza currently accepts:
- American Express
- Apple Pay
- Diners Club
- Discover
- Google Pay
- Maestro
- Mastercard
- Shop Pay
- UnionPay
- Visa
All prices and transactions are displayed and processed in British Pounds (GBP / £) unless otherwise stated at checkout.
Customer Support
Need assistance? The Kaltza team is here to help.
Whether you have a question about your order, would like more information about a product, or need support with anything else, please don’t hesitate to get in touch.
Choose the contact option below that works best for you, and our team will be happy to assist as quickly and carefully as possible. Your experience with Kaltza matters to us.
Email: contact@kaltza.com
Phone: +44 7473953371
Address: 364B Green Street, London, E13 9AP, United Kingdom
Customer Service Hours:
Monday – Friday: 09:00 AM – 5:00 PM (GMT+0)
Saturday & Sunday: 10:00 AM – 2:00 PM (GMT+0)
We aim to respond within 24 hours.