FAQ

Orders

How do I know if my order was placed successfully?

Once your order has been completed, you should receive an order confirmation by email. Please make sure the email address entered during checkout is correct and check your spam or junk folder if you do not see the confirmation.

Can I change or cancel my order?

Order changes or cancellations may be possible shortly after your purchase, depending on the status of your order.

If you need to make a change, please contact us as soon as possible at info@rossandkim.com. Once an order has entered processing or has been shipped, changes or cancellations can no longer be guaranteed.

What should I do if I entered the wrong shipping address?

Please contact us as soon as possible at info@rossandkim.com.

We cannot guarantee that an address can be changed once the order has entered processing or has already been shipped.

Shipping & Delivery

Where does Ross and Kim ship?

We currently ship throughout the United Kingdom.

How much does shipping cost?

We offer free shipping on all orders within the United States.

How long does processing take?

Orders are typically processed within 1–3 BUSINESS DAYS.

How long does delivery take?

After processing, delivery typically takes approximately 6–10 BUSINESS DAYS

Please keep in mind that processing time and shipping time are separate.

How can I track my order?

Once your order has been shipped, you will receive an email containing your tracking information.

You can also track your on our Track your Order page.

Tracking information may take some time to update after your package has been handed over to the carrier.

What if my order is delayed?

Occasional delays can occur because of carrier issues, customs processing, public holidays, weather conditions, or other circumstances outside our control.

If your order has not arrived within the expected delivery window, please contact us and include your order number.

Returns & Refunds

What is your return period?

You have 30 days from the date your order is delivered to request a return.

What condition must an item be in to qualify for a return?

Returned products must be unused, unworn, unwashed, and in their original condition. Original tags and packaging should remain intact where applicable.

You will also need to provide proof of purchase or your order number.

How do I start a return?

Please contact us at info@rossandkim.com and include your order number, the item you wish to return, and the reason for the return.

Please do not send your order back before receiving return instructions from us.

Where do returns need to be sent?

The correct return instructions will be provided once your return request has been approved.

Who pays for return shipping?

For returns caused by a change of mind, an incorrect size selection, or another reason not caused by an error on our part, the customer is responsible for return shipping costs and any applicable customs or handling fees.

We recommend using a tracked shipping method.

How long does a refund take?

Once your return has been received and inspected, approved refunds are normally processed within 10 BUSINESS DAYS

Refunds are issued to the original payment method. Your bank or payment provider may require additional time before the refund appears in your account.

What if my item arrives damaged, defective, or incorrect?

Please contact us as soon as possible at info@rossandkim.com.

Include your order number, a description of the issue, and clear photos or videos where applicable. We will review the issue and provide an appropriate solution.

Payments

Which payment methods do you accept?

We currently accept:

• American Express

• Visa

• Mastercard

• Apple Pay

• Google Pay

• Maestro

• Shop Pay

Available payment methods may vary depending on your location, device, or checkout configuration.

Is my payment secure?

Yes. Payments are processed through secure third-party payment providers.

We do not store your complete credit or debit card details.

Products & Sizing

How accurate are the product images and colors?

We make reasonable efforts to display our products as accurately as possible.

However, colors may appear slightly different depending on your device, screen settings, lighting, or other technical factors.

How do I choose the right size?

Please refer to the size guide provided on the relevant product page.

If you are unsure about sizing, feel free to contact our customer service team before placing your order.

Can products sell out?

Yes. Some products may be available in limited quantities and can become unavailable at any time.

Contact

How can I contact Ross and Kim?

You can reach our customer service team at:

Email: info@rossandkim.com
Contact us through our Contact Page

Customer Service Hours:
Monday – Friday: 9:00 AM To 9:00 PM
Saturday and Sunday: CLOSED

We aim to respond to customer inquiries within 24 hours.
If you are contacting us about an existing order, please include your order number so we can assist you more quickly.