FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
Shipping
Where do you ship to?
We currently ship across the UK and offer international delivery to selected countries. If you’re outside the UK, shipping options will appear at checkout based on your location. If you're unsure whether we ship to your country, feel free to get in touch — we’re happy to help!
How long does shipping take?
For UK orders, shipping typically takes 2–5 working days.
International orders may take 7–14 working days, depending on your location and local customs.
You'll receive a tracking number as soon as your order is dispatched so you can follow its journey to your door.
How do I track my order?
Once your order has been dispatched, you’ll receive a confirmation email with a tracking number and link. Simply click the link to follow your parcel in real time. If you haven’t received your tracking info or need help, feel free to contact us — we’re happy to assist!
Returns
How do I return an item?
We hope you love your order, but if you need to return it, no problem!
Please contact us within 14 days of receiving your item to request a return. Items must be unused and in their original condition. We’ll provide return instructions and the return address.
Buyers are responsible for return shipping costs unless the item is faulty or incorrect.
How long does it take to process my return?
Once we receive your returned item, please allow 3–5 working days for us to process it.
We’ll inspect the item and issue your refund or exchange, then send you a confirmation email.
Refunds will be returned to your original payment method — timing may vary slightly depending on your bank or card provider.
Can I exchange for a different item?
Yes — you can request an exchange for a different style/colour/size within 14 days of receiving your order, as long as the item is unused and in its original condition. Because many of our pieces are one-of-a-kind, availability can be limited, so we offer two options:
– send your item back, and once it’s received and checked, we’ll ship your chosen replacement (subject to stock).
– purchase the new item now to secure it, and we’ll refund the original once it’s returned and approved.
General
Are your products sustainable?
Yes — sustainability is at the core of everything we do. Our products are made using upcycled leather and recycled textiles, helping to reduce waste and give new life to materials that would otherwise go to landfill. Each item is handmade in small batches by skilled artisans who are paid fairly, ensuring our process is as ethical as it is eco-conscious.
By choosing our bags, you're supporting slow fashion, traditional craft, and a more sustainable future.
Do you offer wholesale?
Yes, we do! If you're a retailer interested in stocking our products, we'd love to hear from you.
Please get in touch via our contact form or email us directly at hello@kitandhop.com to request our wholesale catalogue and terms.
Are all your bags one-of-a-kind?
Yes — each bag is completely unique. Because we use upcycled and hand-printed fabrics, no two items are exactly the same, making your purchase truly special.
How should I care for my bag?
We recommend spot-cleaning with a damp cloth and avoiding harsh chemicals. Store your bag in a cool, dry place, and keep it out of prolonged direct sunlight to preserve the colours and fabric quality.