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Frequenty Asked Questions

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I've Forgotten My Password

Don't worry if you've forgotten your password, it's really easy to get back into your account.

  • Click the 'Account' icon in the top right-hand corner of the website. 
  • Click the 'Forgot Password' link
  • Enter your email address and complete the Random Character Human Verification Test. 

We'll then email you a link directly to your registered email address to reset your password.

How can I cancel my order?

We are happy to cancel your order and provide a full refund for your purchase. Contact us via email at info@kularfashion.com or by telephone on 028 71261326 with the order reference number. Respectfully note that once orders have been dispatched they cannot be cancelled.

Please be aware that once your order has been confirmed, payment has been taken via your chosen method. Therefore, in the case you wish to cancel your order, please allow up to 7 working days for a refund to appear in your account - the speediness of this depends on who you bank with.

Are My Details Safe With Kular Fashion When Ordering Online?

We take security very seriously at Kular Fashion, so you can be rest assured that your details are safe with us.

Payments made through this website are handled using secure socket layer (SSL) technology that allows sensitive data to be encrypted so that any information exchanged cannot be read in the event of interception. This technology covers authenticity, encryption, and data integrity issues.

Your payment information will not be retained by us and will not be disclosed to anyone under any circumstances. Follow this link to find out more about our Privacy Policy.

In the unlikely event that fraudulent activity occurs with your details, report the incident immediately to your credit card provider.

Can I amend my order after I've placed?

We try to process orders as quickly as possible and, therefore, may be unable to make any amendments to your order should it have already been processed. However, please contact us via email at info@kularfashion.com or by telephone on 028 71261326, and we will try our best to amend your order before dispatch at 2pm.

What should I do if I receive a faulty item or incorrect item in my order?

We apologise for any faults with our items. As soon as you discover a fault, please contact our Customer Service team where you will receive advice on how to proceed so that we can resolve this issue straight away. Contact us via email at info@kularfashion.com or by telephone on 028 71261326the following:

    - An image of the fault.
    - The order reference number.
    - The faulty item's name and number and a description of the fault.

Goods are classified as faulty where a manufacturing fault occurs within 6 months of purchase. Please note, refunds are only issued once the manufacturer has verified the fault.

Should you receive an incorrect item, please contact us soon as possible after receiving your order with an image of the incorrect received. We will the investigate this and help resolve the issue at the earliest convenience.

Why Have I Received An Email Stating That The Item I Have Ordered Is Out Of Stock?

We apologise if you have received an email saying an item from your order is out of stock. This simply means that a systemic error has occurred so that the item appeared to be in stock when you placed your order and we have since realised that it has sold out and is no longer available.

Our team at Kular Fashion are dedicated to helping you find a similar item and on occasion will restock items and can, therefore, let you know when the next re-stock date will be. 

To opt to be notified via an Automated Email when out of stock items become available to buy all you need is a valid email address! Our "Back In Stock Notification" is available where an item's stock level has reached Zero. Simply click the "Email Me When Back In Stock" button and enter a valid email address.


What is your returns policy?

All website orders must be returned to the returns address below with a complete returns form - missing information may lead to delays or the return not being processed at all. Please return all items to the following address:

Web Returns

Kular Fashion

19-21 Ferryquay Street

Derry~Londonderry

Northern Ireland

BT48 6JB

It is the customer's responsibility to cover all return postage and packaging charges, save for when an item has been dispatched incorrectly. Please ensure that the item(s) are securely packaged to avoid damage in transit. We recommend using a tracked and insured service as we cannot take responsibility for any items lost or damaged during transit- responsibility will lie between the sender and courier service. We are happy to offer an exchange or refund for any purchases returned within 28 days of date of purchase, provided that the goods adhere to our returns policy:

  • - All items must be unworn, unwashed and complete with all tags, labels and packaging.The returns tag (where present) MUST be attached.

    - All items must be in a re-saleable condition.

    - No evidence of make up, fragrance or deodorant marks or smells.

    - With boxed items eg. footwear or gift sets, the box must be protectively packaged as it is considered part of the item.

    - Underwear and fragrances cannot be returned for hygiene reasons.

Items that are received that fail to meet the above criteria will be returned to the customer and no exchange/refund will take place.

If you have any problems concerning your return, please contact us at info@kularfashion.com or telephone at 028 7126 1326 with your order number.

Can You Let Me Know When An Item Is Back In Stock?

Yes! Our "Back In Stock Notification" allows you to opt to be notified via an Automated Email when out of stock items become available to buy. All you need is a valid email address!

This feature is available where an item's stock level has reached Zero. Simply click the "Email Me When Back In Stock" button and enter a valid email address.

What Is 'Wishlist'?

Our 'Add to Wishlist' feature is perfect for browsing or 'virtual window shopping' if you aren't ready to commit to a purchase. It enables you to add products to a virtual 'wishlist' until you are ready to purchase them. Registered shoppers can also save wishlists for future site visits. Once items have been added to your wishlist, you can opt to purchase them or email your wishlist to your friends, family, or colleagues. This means you can keep an eye on the price and stock level of items you are considering for longer!

  • The 'Heart Icon' on each product represents our 'Add to Wishlist', so just click this to add an item to your wishlist.
  • You can then click the Heart Icon at the top left-hand corner to view your wishlist items at any time.

Please take note that this feature does not reserve items and items will not remain permanently in the wishlist.

How Can I Sign Up To Receive The Kular Fashion Newsletter?

When signing up to Kular Fashion you will be asked if you wish to join our newsletter as shown below.

Can I Order For In-store Collection?

Yes, your order will be held at our Ferryquay Street store for 14 calendar days, after which we will cancel your order and refund you via your chosen payment method. You will need to take a print out of your order confirmation email as proof of purchase and proof of ID (driving license, passport, ID card, utility bill or payment card etc). Please ensure your postcode begins with BT47/BT48 to avail of this option.

MORE ABOUT US

All email queries will be answered within 24 hours Monday - Friday.

Our online team are available for calls between 9:00 & 17:00 Monday-Friday.

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