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Frequently Asked Questions

If the questions below did not provide you with the necessary assistance, please contact customer service here

 

I do not live near any of the Kith locations, how can I place an order?

For any in-store purchase, please contact the store directly. You may find the locations at https://kith.com/pages/locations or email manhattan@kithnyc.com

 

I just placed an order, can I cancel it?

We understand that errors can happen when checking out. If you need to cancel an order, we will do our best to do so, however, once the order is acknowledged by our warehouse we cannot stop the process.


I only received one of the items in my order, where is the rest?

Web orders can come from multiple warehouses. If you only receive part of your shipment, don’t worry, you’ll receive tracking on your other goods as they ship.


I didn't receive a confirmation email, did my order go through?

On large releases, order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.


Why was my credit card charged multiple times?

When you complete a checkout, your credit card company puts an authorization for the order amount on your card. This money has not been paid to KITH, rather your card company has put a hold on it for you while you check out. If your address information fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 3-5 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.


I didn't receive a tracking number, when should I expect it?

If you are a domestic customer, you should receive a shipping confirmation email within 3-5 days of your purchase. If you are an international customer, you should receive a shipping confirmation email within 5-7 days of your purchase. If you don't have it, it's possible that it got sent to your spam folder.



Why isn't my order showing up on the tracking page?

Orders that haven't been shipped or scanned by UPS won't show up on the tracking page. Please allow 3-5 business days for this information to appear.


Tracking is telling me my label has been created, but it's not telling me where it is? Why is this?

This means one of two things: It is being processed currently or UPS missed the initial scan when they picked up your order. Tracking will be updated as soon as UPS scans the shipment. If it does not update for multiple days please contact customerservice@kith.com to locate your package.


I made two orders today. Can you combine them into one and refund the balance?

Unfortunately, we are unable to combine shipments on multiple orders.


I emailed customer service, how long will it take them to respond?

For an immediate answer you can contact a representative on Live Chat during business hours. For E-Mail, expect a response within 24-48 hours from our representatives. Please allow more time during Ronnie Fieg footwear releases or Kith Capsule collections. Our representatives are available Monday-Friday.


Which countries do you ship to?

For a list of all the countries we currently ship to, please follow this link.


I'm from a country outside of the U.S. What is my footwear size in U.S. measurements?

For international size conversions, please follow this link here.

Note: This is not standard across all brands and should be used as a guideline


Can I change the address that my order is shipped? Can I pick it up at a UPS store?

No, Kith only ships to the customer's billing address and cannot be rerouted to a local store. However, my signing up for UPS My Choice you can customize your domestic deliveries.


I noticed I entered the wrong postal code/apartment # and the package is now being returned to sender, what are the next steps to have my package reshipped to me?

Once the package has been returned to our Warehouse, we will reach out to the customers in regards to any address issues. Once the package is returned to us, please allow 2-4 business days to reship.


Can I pick up my online order at the store?

Due to items being fulfilled in multiple warehouses, we cannot accept in store pickups


Can I use an online credit in store?

Unfortunately, Kith online credits can only be used on Kith.com, and can not be used in store.


I just received my online order. Can I return it for a full refund?

Unfortunately, we do not issue refunds. To make the return process as easy as possible for you, Kith returns are now powered by Returnly. We offer a store credit, minus a $8 shipping fee, for online returns. This credit can only be used online, not in either of our physical locations. Please refer to our Return/Exchange Policy, located within our Terms & Conditions. If you need to make a return, simply click the link here and follow the instructions on the page.


Can I exchange my item for a higher priced item if I pay the difference?

No. Exchanges are only for items of equal and lesser value. If the exchange is of lesser value, we will provide an online credit for the difference.


Can I use my online credit for a phone/email order?

No. Online credits must be used for web purchases only.


Will my online gift card expire?

No, fortunately the gift card that we issue online store credit to will never expire. If by any chance it does, please email customerservice@kith.com