It can be frustrating when an order doesn’t arrive as expected. Don’t worry, we’ve got your back!

Loss

An untracked order will be considered lost if it has not been delivered within 14 days in the UK, or 30 days for the rest of the world. 

As long as there are no errors in the shipping address supplied by the customer, we’ll be happy to send out a complimentary replacement. Just let our customer support team know and we’ll take it from there. 

Damage

If a product arrives damaged, we’re happy to send out a free replacement. Please send photographs of the damage along with the order reference number to support@kite.ly and our customer support team will take care of it for you. 

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