Frequently Asked Questions

Is it easy to shop online at kisskate.com?

When designing the website, we wanted to ensure that the customer was forefront in our minds. We have developed the website in a way that is easy to navigate, browse and purchase. This is done to make sure that the customer enjoys using the website as well as having complete peace of mind that everything is secure and discreet.

Are you discreet? I don’t want anyone knowing about this

We are great at keeping secrets! You have nothing to worry about, all our orders are sent out in plain packaging. Our return address gives nothing away and even your credit card statement will only show Coann Ltd. Your secret is safe with us and we are happy to keep it that way.

Can you advise me on any of the products?

You will find quite a lot of information on the product descriptions on the website, and we have tried to include as much information as we have been given by the manufacturers. If more detailed information is needed we are more than happy to help. Feel free to contact customer services with you enquiry.

Do you only deliver to the UK?

Not at all, we are happy and able to deliver not only throughout the UK, including the Scottish Highlands, Isle of Man and the Channel Islands but we also deliver to overseas countries using a number of currencies. Some of our items, such as Baci are only available for purchase within the UK.

Do the goods take long to arrive?

Providing that the goods you have ordered are in stock (we will keep you informed),

• Royal Mail 1st Class Delivery within the UK can take up to 2 working days.

• Royal Mail 2nd Class Delivery within the UK can take up to 4 working days.

• Special Delivery can be selected if required. If you order before 11.00am, your order will be delivered the next working day. Special delivery is not available on orders to be delivered outside the UK.

• Delivery outside of the UK but within Europe can take up to 7 working days.

• Deliveries to the rest of the world can take up to 10 working days.

What are the delivery charges?

Delivery

We will send out your order as soon as we can subject to payment authorisation and stock availability.

Delivery

Cost

Delivery Time

Standard Delivery

£3.95

Orders under £30

Your order will be delivered using Royal Mail First Class. Expected delivery within 2-5 working days.

FREE Standard Delivery

FREE on all orders over £ 30

(UK orders only)

Your order will be delivered using Royal Mail First Class. Expected delivery within 2-5 working days.

Special Delivery

£ 4.95

This option is available on UK orders only. Your order will be delivered the Next Working Day in UK, if ordered before 11.00am Mon-Fri, excluding Bank Holidays, Saturdays and Sundays.

A signature will be required for this delivery.

Ireland Delivery

£ 4.95

Up to 7 working days.

European Delivery

£ 9.95

Up to 10 working days.

USA, Canada & Mexico

£ 19.95

Up to 10 working days.

Rest Of The World

£ 19.95

Up to 10 working days

How do I make payments?

We accept the following Debit and Credit cards: MasterCard, Visa, Visa Debit.

What currency can I use on kisskate.com?

We can accept Pound Sterling (£GBP), Euro (€) and US Dollar ($) for payment. You will be billed in the currency based on the location you have selected.

Can I return items?

Within 7 working days of the day of receipt of an order, consumers within the EU have a right to cancel the contract of the purchase of an item. Should you want to cancel an order within that 7 day period, under the Distance Selling Regulations, we will reimburse you for the complete order, including any delivery charges you may have incurred.

Should this be the case after the 7 days we will exchange products for other products or for credit to be used on kisskate.com, if you return the products within 28 days. Delivery charges will only be refunded if you are returning the complete order. If you are only returning part of the order, you will not be reimbursed for any delivery charges.

Goods can only be returned and exchanged if they are in the condition you in which received them. In addition to your statutory rights and as a sign of good faith, faulty goods can be returned for up to 3 months from the date of purchase for garments and 1 year from the date of purchase for sex toys.

Goods that were on sale or clearance items may not be returned unless they are faulty. Toys, Lingerie, Lubricants, Oils and candles will only be accepted for return if they are deemed to be faulty, unfit for purpose, incorrectly described or of a quality that is unsatisfactory. Body stockings are also non-returnable.

This does not affect your statutory rights.

How can you be notified about returns or cancellations?

Under the Distance Selling Regulations, please contact our Customer Service within 7 working days of receiving your order. Provide us with your name, order number and order details. If this is for a product exchange, contact us within 28 days providing us with the same details as listed above along with the details of the product(s) you wish to receive as a replacement. You can contact us by email or by post:

Email: customerservices@kisskate.com

Coann Limited, Customer Services, 189 Castleblayney Road, Keady, Co. Armagh, BT60 3SL.

Where do I send items that I wish to return?

Items that are to be returned should be sent to the following address, along with your delivery note:

Coann Limited, Customer Services, 189 Castleblayney Road, Keady, Co. Armagh, BT60 3SL.

Please ensure that you keep your proof of posting for goods you have returned. You will get this from your post office at no extra charge. We cannot be held responsible for the exchange or credit of goods if we do not receive them from you.

Does it take long to process a refund?

It can take up to 7 working days from receipt of a return to process a refund or exchange. You should also allow another 5-10 working days for refunds to be credited to your account. This delay is out of our control as it is determined by the banks and card issuers. The card you used to place the original order is the card that will receive the refund.

Can I have my goods Gift Wrapped?

Yes, if your order is a gift we can wrap it for you!   When viewing your item simply select the gift wrap option, this will automatically add the standard price of £3.50 to your shopping basket. Your special item will be wrapped in our tissue paper and placed in our Kiss Kate gift box, so your gift looks beautifully presented.