Frequently Asked Questions
General Questions
What is Kickilo?
Kickilo is an online chairs and home furniture retail store serving customers throughout the United Kingdom. We are owned and operated by MIDSET LTD (Company Registration No. 17407016).
Where do you operate and ship to?
We ship exclusively to addresses within the United Kingdom. All prices and transactions on our store are quoted and processed in British Pounds (£ / GBP).
How can I contact customer support?
You can reach our support team by email at [email protected] or by phone at +44 7828 785030. Our team is available Monday through Friday, from 9:00 AM to 5:00 PM (GMT).
Orders & Cancellation
How do I place an order?
Simply select your desired chair and quantity, click “Add to Cart”, proceed to our secure checkout page, enter your delivery address and payment details, and click “Place Order”.
Will I receive an order confirmation?
Yes, an automated order confirmation email containing your order details and receipt will be sent immediately after successful payment authorization.
Can I cancel or change my order?
If you wish to cancel or modify an order, please contact us immediately at [email protected]. If the order has not yet been processed or dispatched, we will cancel it and issue a full refund. If it has already been dispatched, our standard return procedure will apply.
Shipping & Delivery
How long does order processing take?
Orders are processed and packaged within 1 to 3 business days (Monday through Friday).
What is the order cutoff time?
Our daily order cutoff time is 5:00 PM Greenwich Mean Time (GMT). Orders placed after 5:00 PM will begin processing on the following business day.
How long does shipping take?
Transit time across the UK is 5 to 10 business days (Monday through Friday).
What is the total estimated delivery time?
The total estimated delivery time is 6 to 13 business days (1–3 business days handling + 5–10 business days transit).
How much does shipping cost?
We offer Free Shipping (£0.00) on all orders across the UK with no minimum spend required.
Will I receive tracking information?
Yes, as soon as your order is dispatched, you will receive a shipping confirmation email containing your tracking number and carrier link.
What should I do if my package is delayed?
If your order has not arrived within 13 business days, please email [email protected] with your order number, and we will investigate the package location with the courier service.
Returns & Refunds
What is your return policy window?
We accept returns within 30 days from the delivery date for new, unused items in their original packaging.
Who pays for return shipping?
If the return is due to a defective, damaged, or incorrect item sent by us, Kickilo covers 100% of the return shipping costs. If the return is due to personal preference or change of mind, the customer covers the return shipping cost.
Are there any restocking fees?
No, we charge £0.00 restocking fees.
How long does it take to receive a refund?
Once your returned item is received and inspected, approved refunds are processed within 5 to 7 business days back to your original payment method.
What if I receive a damaged or wrong item?
Please email us immediately at [email protected] with your order number and clear photos of the damage or issue. We will arrange a replacement or full refund at no extra cost to you.
Payments & Security
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, and PayPal.
Is my payment information secure?
Yes. All transactions are encrypted via 128-bit SSL security protocol and processed through certified third-party payment gateways. We never store complete credit or debit card numbers on our servers.
Need More Help?
If you have any other questions, please contact our support team:
Trading Name: Kickilo
Legal Entity: MIDSET LTD (Company No. 17407016)
Registered Office Address: Unit A 82 James Carter Road, Mildenhall, Bury St Edmunds, Suffolk, IP28 7DE, United Kingdom
Email: [email protected]
Phone: +44 7828 785030
Support Hours: Monday – Friday: 9:00 AM – 5:00 PM (GMT)