The customer service pangolin (by Cyndrekit) is here to tell you things you Don't Want To Hear But Need To Know.
Every year someone misses the post deadline and gets cross. Read this to avoid being cross!
MADE TO ORDER
If your item is made to order, we will do our best for it to get to you in time, but honestly, sometimes we can get a rush on so the sooner you order the best. This mostly affects Nearer The Moon, our corsets and capes, and Rose Noir Latex.
The deadlines for these are below - this includes for sending measurements if it's the latex!
USA, Canada, New Zealand & Australia - 20th November
EU - 26th November
UK - 28th November
For feather capes from Harlow and Fox, please order them NOW! (That is, before the end of October. Feathers are tricksy)
For the Viola set or Vivienne gown please order 3 weeks before the final postage date for your country (below). Broadly speaking between the start of November for Africa and by the end of November for the UK.
Please remember that anything by PP needs a week or possibly two extra to arrive. That affects Wolf & Whistle, Peek & Beau, Gabi Fresh, and Bettie Page items.
Officially, we are CLOSED from the 24th December to the 2nd inclusive. No postage and no customer service after the 22nd until all the national holidays are done. That's because everyone (by everyone I mean all two of us at KMD and the two people who usually tackle the post, plus Lou who does the Making of The Things) needs a chance to see their families. Or, in my case, recovering from seeing people.
This means also your returns will languish in boxes for a while and we may not be around to approve new returns.
PLEASE DON'T PANIC! The lack of reply to your email doesn't mean we're fraudsters out to mess you about. It just means we're with family arguing about whether nut loaf is acceptable and if fruitcake is really worth it. You never know, we might start dealing with queries just to excuse ourselves from card games, but I'm not guaranteeing it.
For any orders placed between 23rd November and 24th December, we're waiving our usual 14-day returns policy.
We know that many of you will be buying for Christmas presents, and we wouldn't want to spoil the surprise, plus we're away anyway.
If you're unlucky and the items don't fit, or just aren't quite right, just get in touch with us before the 13th January and we'll arrange an exchange, voucher or refund for you depending on the circumstances. As usual, please be aware that we can't accept returned stockings unless they are unopened and unworn, and may refuse returns on made to order items. Outside of that period, be aware that though we can refuse returns, if you ask nicely we will often accept them as long as it's for a gift voucher and the items are fit for resale.
Please bear in mind that we can't guarantee a delivery date for any order - we rely on national postal services, which may be disrupted without warning. These dates are only guidelines, and we do our best.
The postage guidelines Royal Mail have sent are as follows; our warehouse is open Mon-Fri, so orders placed at the weekend for in-stock items will be processed the following Monday, plus as usual anything ordered after 3pm GMT goes out the next day. I've tried to adjust for this aspect.
Order by midday on the following dates, preferably by 9am GMT.
Outside of the UK:
Monday 3rd December for Africa, Middle East
Thursday 6th December for Asia, Cyprus, Far East, Eastern Europe (except Czech Republic, Poland and Slovakia), Caribbean, Central and South America
Friday 7th December for Australia, Greece, Turkey, New Zealand
Thursday 13th December for Czech Republic, Canada, Italy, Poland and USA.
Friday 14th December for Germany, Finland, Sweden, Austria, Denmark, Iceland, Portugal, Netherlands, Norway, Slovakia, Spain, Switzerland.
Monday 17th December for Belgium, France, Ireland, Luxembourg,
Within the UK:
Thursday 20th December
After that we can still dispatch but to get it there in time you will have to pay for special delivery/couriers. They won't guarantee it, either, and we will have to charge you a small fortune. Sorry.
The extremely serious guide to gift buying is here. I would say this:
Personally, I'm ok with items that arrive after the 25th if I know they were ordered some time before the 20th December. Your recipient may or may not agree, and it might depend on if it's a limited edition, handmade, or customised garment.
Fit is the biggest issue there is when gift buying. There are lots of S-XL ranges to help, or our gift section is full of things that don't need much in the way of sizing. This year my top pick would be Cora Harrington's book, "In Intimate Detail". There really is something for everyone in there and it's just gorgeous.
I also recommend the Underpinnings Museum catalogues, cards and downloads. The downloads can be sent instantly anywhere in the world.
Seriously though, vouchers are totally a thing. And your discount codes and reward vouchers work on them.