Frequently Asked Questions

Frequently Asked Questions

Below you'll find answers to the questions we hear most often about kopelit, our products and the service we provide across the UK. Still stuck? Our customer service team is always glad to lend a hand.

1. Do you ship across the UK?

  • Yes — we ship within the United Kingdom only, with free delivery to homes and businesses right across the country.
  • It's worth double-checking your delivery details at checkout, as that helps us avoid any hold-ups.

2. How long does delivery take?

  • We process orders within 2–3 business days, and delivery takes a further 4–9 business days on top of that — so roughly 6–12 business days all in.
  • These are estimates, and the exact timing can shift depending on where you are and which carrier handles your parcel.

3. Is shipping really free?

  • Yes — every UK order ships free, with no minimum spend to worry about.
  • There are no surprise delivery charges waiting for you at checkout.

4. Can I return an item if I change my mind?

  • Absolutely — just request a return within 30 days of delivery, provided the item is unused, in its original condition and back in its original packaging.
  • You'll find the full details in our Return & Refund Policy.

5. How long do refunds take?

  • Once your return reaches us and gets approved, we process your refund to the original payment method within 10 business days.
  • Keep in mind your bank or payment provider may need a little longer before the money actually appears on your statement.

6. What should I do if my order arrives damaged?

  • Reach out within 48 hours of delivery with your order number and some clear photos of the damage.
  • We'll take a look and offer a fair solution, in keeping with UK consumer-protection law.

7. Are your products covered by a guarantee?

  • Yes — everything we sell is covered by the statutory guarantee under the UK Consumer Rights Act 2015, meaning goods should match their description, be of satisfactory quality and fit for their purpose.
  • That covers any fault present at the point of delivery, though not damage that comes from misuse or mishandling.

8. Which payment methods do you accept?

  • All the major credit and debit cards, including Visa, Mastercard, Maestro and American Express.
  • And depending on what's available at checkout, you can also use Apple Pay, Google Pay, Shop Pay, Klarna and UnionPay.

9. Is my payment information secure?

  • Yes — every payment runs through trusted third-party providers over encrypted connections.
  • kopelit never keeps your full card details on its own servers.

10. How can I contact customer service?

You can reach us using the details below:

Support hours
Monday – Friday: 09:00 – 17:00 (GMT)
Weekends: 11:00 – 16:00 (GMT)

We aim to respond to all enquiries within 24 hours.

If your question isn't covered above, don't hesitate to get in touch — we're here to make your experience with kopelit simple, transparent and enjoyable.