Below you'll find answers to the most common questions about Ken & Glen, our clothing and our service across the UK. If you need any further help, our customer service team is always happy to assist.
1. Do you ship across the UK?
- Yes, we ship to England, Scotland, Wales and Northern Ireland, with free delivery to both residential and business addresses.
- Please double-check your delivery details at checkout to help avoid any delays.
2. How long does delivery take?
- Orders are processed within 2–3 business days, with delivery taking a further 4–9 business days (around 6–12 business days in total).
- Orders are dispatched from our fulfilment partner's warehouse outside the UK. Delivery times are estimates and can vary depending on your location and the carrier.
3. Is shipping really free?
- Yes, we offer free shipping on all UK orders, with no minimum spend. The total price of your order is shown at checkout before you pay.
- For orders of £135 or less, you will not be charged any import VAT, duties or handling fees on delivery. Orders above £135 may be subject to import VAT and customs duties, collected by the carrier. See our Shipping Policy for details.
4. Can I track my order?
- Yes. As soon as your order has shipped, you'll receive a confirmation email with your tracking number.
- Haven't received it, or is your tracking not updating? Email us at info@kenandglen.com and we'll check it for you.
5. Can I cancel or change my order?
- You can cancel or change your order free of charge as long as it hasn't been shipped yet. Just email us with your order number.
- Once your order has shipped, you can still return it under our 30-day return policy.
6. What is your return policy?
- You have 30 days from the day you receive your order to request a return. This includes your statutory right to cancel within 14 days under UK consumer law.
- Items must be unworn, unwashed and unused, with the original tags attached and in their original packaging. If you return an item because you changed your mind, the return postage is your responsibility; for faulty or incorrect items, we cover it. Read our full Refund & Return Policy for all details.
7. How do I start a return?
- Email us at info@kenandglen.com with your order number and the item(s) you'd like to return.
- Once your return is approved, we'll send you clear instructions on how and where to send your package. Please don't send items back without contacting us first.
8. When will I receive my refund?
- We'll let you know by email once we've received and inspected your return.
- Approved refunds are issued to your original payment method in GBP within 14 days of receiving your return. Your bank may need a few extra days to process it.
9. Can I exchange an item?
- We don't offer direct exchanges.
- If you'd like a different size or colour, simply return your item and place a new order for the one you want.
10. How do I choose the right size?
- Check the size information on each product page and compare it with a piece you already own and love the fit of.
- Between two sizes, or planning to wear layers underneath? Consider sizing up, or email us and we'll gladly help you choose.
11. Which payment methods do you accept?
- We accept Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay and Shop Pay. All prices are shown in pounds sterling (GBP).
- Our checkout is fully encrypted and PCI DSS compliant, and we never see or store your full card number. See our Payment Policy for more information.
Still have a question?
Our customer service team is available Monday to Friday from 09:00 to 17:00 and on weekends from 11:00 to 16:00 (UK time). Email us at info@kenandglen.com, call +44 20 8040 1050 or visit our Contact page. We aim to reply within 24 hours on business days.