Can I modify my order?

If you realise you need to amend your order after it has been placed, you will need to contact us as soon as possible. We request that you call us immediately as if your order has not yet left us, we will be able to amend it for you. Please be aware that this will delay your order by around 48 hours from the original delivery estimate.

If the required change involves adding an alteration, you will need to allow an additional 4 working days for this to be completed by our Tailoring Team, then your order will be sent out.

If the order has left us already, we will advise you on how best to return the item(s) you needed to change and complete the exchange.

How do I cancel an item or order?

The first step in cancelling an item from your order (or the order in full) is to contact us as soon as possible. The best way is to email us at [email protected]. If your order has not yet left us, we may be able to stop it or change it for you. If the order has already left our warehouse and is on the way to you, you can simply return it to us for a full refund.

How long does it take for my order to arrive?

Your order should arrive within 2-5 working days. Generally, an order that requires custom tailoring or includes a Kapok Made to Measure item takes longer than a ready-made item.

Do I need to create an account to place an order?

You can place an order without creating an account. However, we do suggest that you check the ‘Create an Account’ checkbox during checkout as that will allow us to store your information and save you the hassle of entering your information again if you wish to order again in the future.

Can I choose a different address for delivery?

Yes. If it is easier, you can give us an alternative delivery address (e.g. your work address) to ensure your parcel reaches you safely.

Please be sure to check your order confirmation email to ensure the delivery information is all correct, to avoid any inconvenience when the delivery occurs.

What if I need to change my shipping address?

Unfortunately, we are unable to redirect orders once your items have been dispatched. Therefore, please ensure that you provide a suitable shipping address for the specified delivery time.

Can I track my order?

Once your order has been processed, we will send you a tracking code via email. You can use the code to track your order.

What payment methods do you accept?

At the moment, we only accept cash on delivery. Other modes of payment will be added in the future.

I have a coupon code. Where can I spend it?

There is an option to add the coupon code on both the cart page and the checkout page. Place the code in the ‘Coupon code’ box and click on ‘Apply Coupon’.

How much does delivery cost?

Different locations have different delivery costs. A flat rate is calculated instantly during the checkout process.

What is your return policy?

Kapok offers free returns and exchanges on all orders made at within 14 days of the purchase.

Only items that are faulty or sent incorrect will be returned. Please make sure a written record of valid reason must be provided for return or exchange within 24 hours when the product is received.

You can read about our return policy here.

What are the exceptions in the return policy?

Custom, oversize, or hazardous items cannot be returned. Used items will not be recognized as returns or exchanges. Items which have any stains, emit body odours or perfume scents, have any kind of marks, damages or water stains will not be accepted for returns or exchanges.

What if an item is faulty?

We are truly sorry if this is the case, because this means our stringent Quality Checking processes have failed. We will need to investigate this immediately so please get in touch with us directly.

Provided the item is still within our 14 day return period, we will have a replacement checked and sent out to you as quickly as possible. Of course, if you prefer, we will issue a full refund. Additionally, you will receive our sincere apologies.

How do I make a complaint?

We are sorry that you even had to ask this question. You can email us at [email protected] to file a complaint or use our contact us form so that we can resolve the issue for you.

Still have a question?

Please contact us for more information.

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