Delivery & Returns

Delivery
Do you deliver to my country?

At the present time we deliver to all countries within the UK. Whilst we don’t currently deliver orders outside of the UK we plan to offer international delivery very shortly.

When will my order arrive?

This depends on the frames you've chosen and whether we have your prescription in stock.

If your order is placed before 15.00 Monday to Friday, the estimated processing and delivery times are:

Non-Prescription
Glasses/Sunglasses
Prescription
Glasses/Sunglasses
UK
Next Working Day
5-7 Working Days
Prescription
Glasses/Sunglasses
UK
5-7 Working Days
Europe
12-17 Working Days
Can the delivery country be different from the purchase country?

Unfortunately not. The delivery country must always be the same country in which the purchase is made.

Do I need to be at home to receive my delivery?

Our couriers will deliver your package to the specified delivery address. If you're out or unable to take your delivery, the package will be taken to your nearest DPD Access Point. The delivery note will say where to go for collection. Please visit https://www.dpdlocal.co.uk for more information.

Can I track my order?

Yes. You’ll receive a unique tracking number to follow the progress of your order via DPD in real time.

What if I receive faulty eyewear?

We dispatch eyewear in perfect condition. If you receive anything faulty from KITE, please email us here: [email protected]

Returns
What's your refund policy?

Everything from KITE is backed by our 100% guarantee. If you're not completely satisfied with your KITE purchase, please return it within 30 days of delivery. As long as your purchase is unused and in the same condition it reached you, we'll give you a full refund. Your statutory rights are not affected.

How do I return something I've bought?
  1. Return delivery is free when you use our prepaid return label. Please contact Customer Care (see Contact page for details).
  2. Make sure your old labels are removed from the packaging. Cut out the label printed on the 'Return Your Parcel' notice and securely attach it to your parcel. Choose the most convenient DPD Pickup Shop from the list shown on the notice to drop off your parcel. Please make a note of your parcel tracking number so you can track the whereabouts of your package on DPD's website.
Do I have to pay for returns?

Returns are free for UK customers.

How and when will I receive my refund?

When we receive the returned item, we'll send you an email to confirm arrival. Please allow us 3 business days to process your refund and credit this to the original payment type, for the original purchase price you paid. Remember payments to your credit card depend on your bank or building society.

What should I do if the refund amount is incorrect?

Please contact our Customer Care team (see Contact page for details).

Can I exchange?

You can exchange your purchase for something else within 30 days of delivery, if it is unused and in its original condition.