How can I get a VAT receipt for my order?
For Non Account Customers
A VAT receipt will be sent with the goods.
For Account Customers
A VAT receipt (invoice) will be sent at the end of the month.
How can I reclaim VAT for my order? (Channel Island customers only)
We do not have the facility to deduct VAT when charging for goods. Customers who are resident in the Channel Islands and qualify for a VAT refund should contact our Sales team by email or telephone us on +44 (0) 1529 415551 any time between 8am and 5pm, Monday to Friday after delivery.
For Account Customers
For Account Customers, we can assign a VAT exempt code to the account. Proof of residency/export/VAT exemption qualification will be needed prior to acceptance.
How do I change my online account information?
If you wish to change or update your online account information (including your email address, password or communication preferences) simply login and click on `My Account' in the top bar menu and you will then be able to change the details that you originally gave.
If you would like to subscribe or unsubscribe from our mailing list, then you should contact our Sales team by email or telephone us on +44 (0) 1529 415551 any time between 8am and 5pm, Monday to Friday.
Will I get an order confirmation ?
We will send you a confirmation email detailing the exact order received shortly after your order is placed.
What if my order hasn't arrived?
If yur order has been dispatched and has not arrived within the expected time period, please contact our Sales team by email or telephone us on +44 (0) 1529 415551 any time between 8am and 5pm, Monday to Friday.
What if only part of my order has arrived?
If you have ordered more than one item on your order, please bear in mind that products may be sent out from multiple locations and therefore may arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please contact our Sales team by email or telephone us on +44 (0) 1529 415551 any time between 8am and 5pm, Monday to Friday.
What if my order arrives damaged?
Please contact our Sales team by email or telephone us on +44 (0) 1529 415551 any time between 8am and 5pm, Monday to Friday.
Click here to view a PDF of our returns procedure.
How long will it take to receive a refund from returned products?
The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund. We will refund the price of the item to the purchaser or exchange it as soon as it is received by us. This will usually reach that account within 7 working days. Timings will, however, depend on the speed with which your credit/debit card company process the credit. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.
Due to the technical nature of some of our products, goods returned as faulty may have to undergo extensive tests, this may delay the acceptance of the return and any subsequent credit or exchange. Customers seeking continuity of supply can purchase a replacement immediately, the cost of any goods deemend faulty by Kiowa will then be credited to compensate the new purchase. Click here to view a PDF of our returns procedure.