FAQ

Frequently Asked Questions (FAQ) – Ketorn

Below you’ll find answers to the most common questions about our products, services, and policies.

Need help with something else? You can reach us anytime:

  • Email: info@ketorn.com

  • Phone: +44 808 502 0330

  • Address: 2 Cockermouth Close, Leamington Spa, CV32 6NZ, England, United Kingdom

General Questions

How can I contact Ketorn customer service?
You can email us at info@ketorn.com or call +44 808 502 0330. Our support team is ready to help during business hours.

Orders & Shipping

How do I place an order?
Browse our collection, select your size and colour, add products to your cart, and follow the secure checkout process.

Which payment methods do you accept?
We accept:

  • Credit/debit cards (Visa, Mastercard, American Express)

  • Digital wallets (Apple Pay, Google Pay)

  • Other cards (Discover, JCB)

How long does delivery take?

  • Handling time: 1–2 business days (Mon–Fri)

  • Transit time: 3–7 business days (Mon–Fri)

  • Total estimated delivery time: 4–9 business days

Do you offer international shipping?
Currently, we only ship within the United Kingdom.

Is shipping free?
Yes — we offer free standard shipping on all UK orders, with no minimum spend.

Returns, Refunds & Exchanges

What is your return & exchange policy?
We accept returns and exchanges for both defective and non-defective products within 30 days of delivery. All eligible returns and exchanges include a free downloadable pre-paid return label.

How do I return or exchange a product?

  1. Email info@ketorn.com within 30 days of delivery.

  2. Include your order number, reason for the return/exchange, and photos if the item is defective.

  3. We’ll email you a free pre-paid return label and instructions.

  4. Pack your item in the original packaging and drop it off at your nearest Royal Mail or approved courier.

Are exchanges accepted?
Yes — exchanges are always accepted within the 30-day return period for a different size, colour, or even a different product.

When will I get my refund?
Once we receive and inspect your returned item, refunds are issued within 7 business days to your original payment method in British Pounds Sterling (£).

Products

Are your products high-quality?
Yes — our clothing is selected for comfort, durability, and timeless style.

How do I choose the right size?
Each product page includes a detailed size guide. If you need help, our support team can provide personalised advice.

Do you offer sustainable products?
We are committed to responsible sourcing and offer selected eco-friendly and sustainably made pieces in our collection.

Account & Privacy

Do I need an account to place an order?
No — guest checkout is available. However, creating an account allows you to track orders, save addresses, and speed up future purchases.

Is my personal information secure?
Yes — we use SSL encryption and trusted payment gateways to protect your data. Your privacy is also covered under our Privacy Policy.

How can I subscribe to your newsletter?
Enter your email address in the subscription box at the bottom of our homepage to receive updates on new arrivals, exclusive offers, and style tips.

Contact Us

If you have any questions or need assistance, our customer service team is here to help:

  • Email: info@ketorn.com

  • Phone: +44 808 502 0330

  • Address: 2 Cockermouth Close, Leamington Spa, CV32 6NZ, England, United Kingdom

  • Company Name: Mesa Support Limited

  • Company Number: 10371601

Opening Hours (UK time):
Monday to Friday: 9:00am – 5:00pm
Saturday and Sunday: Closed

Average Response Time: Within 1–2 working days