FAQ's

Order Queries

How can I track my order?

Once your order is dispatched from our warehouse, you will receive an e-mail notification with your tracking details enclosed. It will include a clickable tracking link to the selected courier website.

If you don't receive a confirmation e-mail after placing your order, please contact us.

If you haven't received your parcel, you must contact us within 14 working days of dispatch so that we can investigate any lost/stolen parcels with the courier. If any claims are made after this date, Kalibre will not be held accountable to refund or reship.

Can I make changes to my order once I’ve placed it?

Unfortunately, we are currently unable to make amends or changes to your order once you've hit the "place order" button, this includes the following:

- Changing the item or size
- Delivery and/or billing address
- Adding items to your order
- Altering your shipping method

If you have made an incorrect order, don't worry. Once received, this can be easily returned for a refund.

Can I change my delivery address?

Unfortunately, we are unable to make any changes to your order once you have hit the "place order" button.

Should you enter the incorrect delivery address, please contact us for assistance as soon as possible. In some circumstances the relevant courier may not be able to change the delivery address for you, and so in this case your parcel will continue its journey to the incorrect address you input. In this case, unfortunately HERA Clothing are not liable to reship the parcel. 

I’ve received a faulty item, what should I do?

We're sorry if you receive an item that is faulty within your order. We aim for high standards of quality control in our products and are more than happy to remedy this as soon as possible for you.

If upon receipt of a damaged/faulty item, please ensure you contact us within 7 days of delivery and we will be able to resolve this for you, you can speed up the process by providing us with the following details in your initial enquiry:

- Your order number
- Photo of the swing tag of the product (showing barcode and description)
- Photos of the fault(s) as clearly as possible

I’ve received an incorrect item, what should I do?

If you have received an item that you did not order, please contact us and provide the following information:

  • Your order number
  • The missing and/or incorrect item from your order
  • Photos of the swing tag (showing the barcode and description) of the item in question
  • Photos of the garment bag (showing the barcode and description) of the item in question

I’m missing an item from my order, what happens now?

If you have received an order that's missing an item, please contact us immediately and we will be happy to assist you. You can speed up the process by providing us with the following details in your initial enquiry:

  • Your order number
  • The name of the item missing from your order
  • Details of the condition of the package when it arrived with you (e.g - damaged)

Our team will work their hardest to resolve the issue for you.

I didn’t receive an order confirmation, what should I do?

Confirmations are typically sent to the e-mail address used when ordering within a few hours of completing your order.

If you haven't received your order confirmation (and you've checked your spam folders) don't worry, simply contact us and let us know and we'll investigate for you.

Returns

What is your return policy?

At Kalibre we understand that sometimes you may need to return your items from time to time. As a result, Kalibre offers a 30 day returns periods for all customers. Upon recite of your item in the same condition it was sent to you we will aim to process your return within 10 working days of it arriving back at our warehouse.

All returns are at the customers personal expense and is up to the customer how they return the item, we recommend using a tracked service as we aren’t responsible for any lost parcels.

How do I return an item?

Please ensure you return as below:

  • Please ensure the order slip is included with your order, if this has been misplaced or not received, please add a note to your return. If this is received without this, we may not be able to process your return.
  • Items must be returned to us in an unused, unaltered condition and returned with their original tags attached with packaging.

 

I haven’t received a refund, how long does it usually take?

Returns can take up to 14 working days (excluding weekends & public holidays) to be received and processed by our returns team.

If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.

Your refund will then be actioned and can take 5 working days to appear into the account you paid with via the original payment method*

If you need to get in touch with Customer Support about your return, please contact us at customerservice@kalibreclothing.co.uk

Can I exchange an item?

 We don’t currently offer exchanges, however you can return your item and repurchase the item you are wanting.

I have paid using Clearpay, how do returns work?

Once a refund has been processed by us, Clearpay instantly updates the customers’ payment schedule. It can take up to 10 business days for the funds to restore funds to the customer’s original payment method. In some cases after your store has processed the refund, the customer will be prompted to follow a guided pop-up in our app to apply the refund to the original order.

 

Shipping

What are your UK & Ireland delivery options?

UK Standard Delivery is free on orders above the value of £90.

UK Next Day Delivery is free on orders above the value of £150.

Delivery: U.K & IRELAND 

EVRI Express Delivery - £5.50
Order by 22:00 Monday - Saturday  for next-day delivery.

Delivery next-day (excl. Sundays/public holidays).

EVRI Standard Delivery - £4.50

Delivery takes 2-4 working days.

Tracking number sent via Email - Text.

2-hour delivery window.

SMS notifications are available.

This is a non-signature service.

 DHL Express Delivery - £6.99

Estimated delivery is next working day from date order is dispatched (excludes weekends + bank holidays).

Order by 6PM Monday - Thursday for next working day delivery.

Estimated delivery is next working day from date order is dispatched (excludes weekends + bank holidays). 

DPD Next Day TRACKED & SIGNED FOR - £6.99

Tracking number sent via email - Text.

IRELAND DHL Express Delivery - £19.90 ( FREE WHEN YOU SPEND OVER £95)

What are your worldwide delivery options?

DHL EXPRESS ON DEMAND USA / DUBAI / AUSTRALIA - $25.00 

Delivered within 2-4 working days.

  • USA - $25
  • AUSTRALIA - $38 AUD
  • DUBAI - AED 95 
  • REST OF THE WORLD - $25 

If you choose Express Delivery, you will receive a notification from DHL EXPRESS ON-DEMAND DELIVERY and it will provide you with email/SMS updates about your shipments progress and estimated delivery date/time. If the shipment doesn’t fit your schedule the 100% free service enables you to choose the time and place of delivery. Giving you maximum flexibility and greater control over your shipment.

DHL On Demand Delivery offers flexible delivery options:

  • Delivery my package to another address: alternate delivery to work or family
  • Deliver my package at a safe place: authorize shipment release to appointed safe place
  • Deliver my package with neighbour: Leave the package at your neighbours, reception or guard specified
  • Delivery my package at DHL Service Point: hold for pick-up collection
  • Request to store my package: Vacation hold for safekeeping your parcel up to 30 days
  • Deliver my package on another day: Scheduled Delivery