FAQs

Product Information 

Q : Do you have a size chart?

Yes we have a size chart for footwear and clothing located here.

 

Q : Do you ship outside the UK?

Yes, we ship worldwide

 

Q : I've found the product I want but can't select my size.

This usually means we are out of stock in that size. We do re-stock some of our lines however so it may be worth dropping an email to our info team, quoting the product name and we’ll let you know if the item will be available again.

It’s worth noting that products which have been reduced in Sale are very unlikely to be restocked.

Alternatively, you could send an email to our info team and we will let you know if we have anymore stock in your size.

 

Q : I cannot find the product I’m looking for. Does this mean you don’t stock the item?

Possibly, or it may mean we’re temporarily out of stock. Send an email to our info team an email with as much information about the product as possible and we’ll let you know if we stock the item and if it will be available again.

 

Q : Can you give me any more information on a product?

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.

If you do need any more info send an email to our info team and we'll do our best to help you out.

 

Q : What materials are your products made from? 

Each product is made from a different material, depending on the style of the shoe and what materials are needed to get the best performance.

But we always use synthetic man made materials when it comes to leathers, suedes and other animal based materials. We do not believe that 'Genuine' leathers are better quality, at Kaizen we believe in giving you best quality materials and products while still protecting the lives of animals around the world. 

 

My Order

 Q : Has my order been sent yet? 

We understand you want your Kaizen products as soon as possible, we will send you a confirmation email when we have sent out your order, as well as a tracking number if you chose Tracked Delivery.

 

Q : Can I change or add items to my order?

We try to send out your order between 1-5PM (GMT), if you want to change your order please make sure you contact us before 1PM. If you order after 5PM your product will be shipped the next working time, so there is time to change it.

 

Q : You've sent me the wrong items.

If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our info team and let us know.

 

Q : Part of my order is missing?

Sometimes we don’t send everything you ordered at the same time. Please check your despatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all the items in your order we’ll email you to let you know and only take payment for what we have despatched.

If the delivery note says an item should be in your parcel but isn’t, please contact our info team and we’ll look into it.

 

Delivery 

Q : How long does shipping take? 

UK Standard Delivery: Delivery within 4 working days - £10 (For Footwear)  or FREE on orders over £150.

UK Tracked Delivery: Delivery within 1-3 working days - £15 (For Footwear)

International Standard Delivery: Within 10 working days - £16 (For Footwear)

International Tracked Express: Within 6 working days. Tracked service for orders outside EU. From £21 (For Footwear) (price dependant on location).

(Our shipping carrier does not allow tracked shipping to China, only signed for delivery. And only tracked delivery for Australia, no signed for delivery).

 

We are not responsible for loss of products or damage during transit. Tracked delivery is preferred so that we will know if you have received your product. 

 

Q : Can I track my order?

When we ship your order we will send you an email explaining that your order has been despatched, and a link so that you can track your order.


Please remember that what you see on the carriers tracking system will be behind where the consignment really is due to the delay in the information being received by our couriers when they collect from us. As a guideline for UK orders please allow up to 12 hours for your information to be received. For orders to Ireland please allow up to 24 hours.

Tracking may not be available on some International orders. Please allow the full delivery time before contacting.

 

Q: Do I need to pay customs duty/taxes on my order? 

Our products are sold on a DDU (Delivery Duty Unpaid) basis. Additional taxes, fees or levies may apply according to local legislation.

 

Payments and Security

Q : What payment methods can I use? 

You can pay using any of the following methods. 

American Express, MasterCard, VISA, PayPal, Shopify Payments.

We take security very seriously so you can rest assure when you enter any of your details they’ll be safe with us.

 

Q : I have a discount code. How do I use it?

You can enter any promotional codes you have in the basket. Enter the relevant number and click redeem. The total should then update. If the code doesn’t work please check that it is in date and you have the added the correct products to your basket to qualify for the discount.

If you have any problems please contact our info team.

 

Q : Is it safe to order online?

Yes. When you input your name, address or credit/debit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit can not be read in the unlikely event it is intercepted.

If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.

 

Returns 

 

For all information on our returns policy, please click here.