FAQ

You need to log into your account online using your existing password, pop to the Personal Data section and you will be prompted to put your old and new password in. Click the confirm button when this is done.

You need to be a registered Kipling.Me member to be able to view your order history. Maybe you checked out as a guest when you last ordered? As long as you always login to your online Kipling.Me account when placing an order, it will be saved in your order history.

You need to be a registered Kipling.Me to be able to edit your contact details. Please login to your account and change the password in the Personal Details section.

Please make sure you use the same email address which you used while placing the order. Please ensure the order number is correct. Alternatively, you can track the order directly on the carriers’ website using the tracking number.

Please keep in mind, that passwords are case sensitive. When you still have trouble logging in, we suggest you click the ‘Forgot Password’ button to get an automated password. You can change the password again in the Personal Details section of your account.

Please check if you created a Kipling Online account when ordering. Maybe you checked out as a guest? Please make sure you are using correct login details. Please bear in mind, that passwords are case sensitive. Should you still struggle to do your return, please contact us to obtain a returns label.

Yes, you can.

Care instructions for leather bags:
Our leather products have been made with care from genuine high quality leather. The leather texture is naturally generated and will develop a rich patina over time. Any variations in the color and grain are a result of the natural characteristics of the leather. Care should be taken when wearing light colored garments to prevent color transfer (a natural risk with leather). Keep the product dry and avoid contact with damp or wet surfaces. Limit the exposure to direct heat or sunlight. To clean the product, just wipe it with a soft, dry cloth. Do not use any chemical cleaners to care for the product. Optional care, not essential: with a soft brush, a colorless cream can be applied regularly to leather areas (not for Nubuck leather). The product can be protected by applying a waterproofing agent, following the recommendations given by the manufacturer.

Care instructions for fabric bags:
Clean the outside fabric with a slightly wet cloth. Do not bleach. Do not soak in water. Hang in a shady place. In case of a deep stain, clean the fabric with a cloth or soft brush using water and neutral soap. A universal-use protective spray (i.e. Scotchguard – found in most shoe or handbag departments) may be used to keep the product looking clean. When your fabric bag is combined with leather, avoid moistening the leather when cleaning.

Please send us a query using the ‘Contact us’ section. Please let us know which bag you have and where you bought it.

Stock varies between stores and online. What you see in store may not be what you see online and vice versa. Please contact us and we will try to find the item or an alternative for you.

Please contact us and we will try to locate the item for you. We might be able to suggest an alternative from the current range.

Sometimes your PC settings can stop you adding to basket. We recommend updating your browser options or trying to order using a different device or browser.

Please contact us, we will try to find the product for you.

Please make sure you created a Kipling Online account. Accounts are only ever created if you choose to do so when placing the order. We do offer an option to checkout as a guest, when an account is not being created. Please make sure you are using correct login details. Please bear in mind, that passwords are case sensitive. If you have forgotten the password, you can click the ‘Forgot Password’ button and an automated password will be emailed to you.

We recommend you to contact your bank to check why the payment has been rejected. Please contact us when you have further questions.

Please contact us to describe the error you are getting. If possible please send us a screenshot of the error message. This can be emailed to: customerservice.pksb@primergrp.com

Please contact us to check the order status.

Please contact us and let us know the details of the damage. Please let us know the product name and when / where you bought the item. We would also appreciate if you could email us a photo of the damage to customerservice.pksb@primergrp.com