Question 1

When will my item arrive?

Accepted Answer

Please be aware that our items are often made or finished completely by hand when your order is placed, we do not mass produce tools and cannot ship items immediately. Therefore, whilst we always try to get items out much sooner, we do ask for up to 5 working days for us to complete and then ship your order. The below shipping information relates to AFTER your item has left us. Please be patient when ordering from us due to the small nature of our business.

International shipping can take up to two weeks to be delivered dependant on the location, possibly more (We cannot take responsibility for your countries customs processing times). Shipping within the UK can take on average up to 3 days. 
 
Most of our larger items are sent via tracked delivery and tracking numbers will be provided by email once your item has been shipped.

Shipping times will vary at busy times of the year i.e. Christmas.

Question 2

Will my item be handmade?

Accepted Answer

Some of the products sold by us are completely handmade in our workshop. Some processes on a few of our tools are done elsewhere, for example the heat treatment of our relevant products, however all items will be either handmade or hand-finished by our small team at Kinetic Customs meaning a truly unique piece each time.

Question 3

Can my item be personalised?

Accepted Answer

We can personalise some of our items for an additional cost. Please see each products 'description' for confirmation as to whether a particular item can be personalised.

Question 4

Can I commission a specific item?

Accepted Answer

Unfortunately we are unable to assist with completely bespoke items. All items we currently sell, including all colours and options we are able to offer, can be found on our shop page.

Question 5

I've changed my mind. Can I cancel my order?

Accepted Answer

We always try and work with our customers as much as possible. If you do change your mind about something you've already ordered please let us know. However, please note that as our items are handmade/finished and are often personalised, refunds requested over 3 days from the original order, may be refused.

Question 6

I'm not happy with an order, can I request a refund?

Accepted Answer

Whilst we always try and make sure all our customers are happy, if you do receive an item you are not happy with, please contact us. We will always try to rectify an issue first if possible however, we will discuss refunds if appropriate.

Question 7

Where do you ship?

Accepted Answer

We ship internationally via our webiste!

Question 8

Can I change the colour or spec of an item once I have already placed an order

Accepted Answer

We will do our best to accommodate requests to change existing orders where possible. In order to keep an accurate count of our stock, we may do this by refunding your original order and asking you to re order the item in the colours or spec you require.

Please note, we cannot always guarantee that this can be done and changes requested after your item has been packaged, put together or personalised may be refused.

Please try to ensure you order the correct item at the time of placing your order.

Question 9

My address was added incorrectly when I placed the order. What happens now?

Accepted Answer

Please contact us as soon as you are aware of an incorrect address. If possible we will try to change this before shipping but it is your sole responsibility to ensure your address information is correct at the time an order is placed. This includes house numbers or names, street names, postcodes/zip codes etc...

We cannot take any responsibility for items that have been shipped to an incorrect address which was given to us by you and we will not refund or replace items that are missing due to misinformation provided to us at the time an order is placed. If an item is returned to us because it was sent to an incorrect address given by you when the order is placed, you may be asked to pay for the additional shipping costs of sending it again to your correct address.

Question 10

I am ordering outside the UK, will there be additional charges?

Accepted Answer

When you are placing an order from outside of the UK there may be additional import duties or customs charges. This can vary depending on your country and is a tax charged by your countries Government, not Kinetic Customs. If you are ordering from the USA or Canada, your import duties will be calculated at checkout & form part of the final cost, Kinetic Customs will then deal with payment of these during shipping.

We are unable to advise on or take responsibility for any additional import duties payable when ordering from other countries & we strongly recommend that you satisfy yourself regarding what import duties may be payable in your country prior to placing your order. There are helpful tools online to calculate these depending on your country.

If you refuse to pay these charges, should they be due, your item may be returned to us. Refunds will be processed once your item has been returned to us & will not include shipping charges.

Question 11

Will my item be assembled

Accepted Answer

The team assembles all modular parts as standard before shipping, meaning you will receive a fully assembled product.

If you do not wish for us to do this you must let us know by leaving instructions to do so in the notes section at checkout.

Frequently Asked Questions