Click on one of the links below to jump to the listed section:
- ORDER PROCESSING
- ORDER STATUS
- ORDER CANCELLATIONS
- MAXIMUM PURCHASE POLICY
- TEMPORARILY OUT OF STOCK
- PAYMENT OPTIONS
- SECURITY ONLINE
- PROMOTIONAL OFFER CODES
- GIFT WRAP SERVICE
- Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays).
- Orders placed on Holidays or Weekend Days will be processed the following business day.
- Orders with standard delivery are processed within 2 - 5 business days.
- Orders with next day delivery will be processed the same business day if the order is placed by 3:00 PM.
What if I don't feel comfortable providing my credit card information online?
You may submit your order via telephone at 0808 164 5842.
Where is my order?
Check the status of your most recent orders at bykilian.co.uk. Click on the Order Status link and login to your Account to view the status of your orders.
To track your order, click on the tracking number next to the order to view the delivery status of your order.
*Please note: Some carriers may not have tracking information available for up to 24 business hours after the order is shipped.
If you would like to cancel an online order after it has been placed, please contact us by phone at 0808 164 5842 within one hour of placement. We will do our best to accommodate your request. Once an order is processing, we regret that it cannot be changed or cancelled.
An order, or part of an order, may be cancelled because:
- Item(s) are not available
- Difficulty in processing payment information
- Cannot ship to the address provided
- A duplicate order was placed
- By customer request
- Purchase limits have been exceeded
If your order is cancelled, you will receive an email notice to advise you of the cancellation. You will not be billed for any cancelled items. If you have questions about a cancelled order, please contact our Online Service Experts at 0808 164 5842.
If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item.Please be assured that you will not be charged for any item until it is dispatched. If for any reason you wish to cancel a backordered item prior to its shipment, please contact us at 0808 164 5842 and we will be happy to assist you.
We must limit orders to six (6) of any single item, with a maximum purchase of £5000 and 12 items per customer. Orders exceeding these limits are subject to cancellation. In addition, we must also limit orders to no more than three (3) orders per customer per day. If you have any questions Contact Us and we will be happy to assist.
We accept the following payment methods:
- American Express
Important information: For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
All purchases are subject to bank authorisation prior to processing. Only authorised purchases will be processed and dispatched.
If an order is cancelled, the authorization hold will be removed by the issuing bank as per their policies. Each bank determines the time an authorisation hold is kept on an account before it is released. For details on the removal of authorisation holds, please contact the issuing bank’s customer service.
At Kilian, we understand how important security is to you. When you place an order at bykilian.co.uk, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We employ government approved encryption software. To find out more about SSL encryption software go to:
In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:
- AOL 5.0 and higher
- Internet Explorer 5.0 and higher
- Mozilla Firefox
- Netscape 6.0 (Windows only)
- Google Chrome
Simply enter your offer code in the text box marked “Offer Code” on the Billing page during the Checkout process. When an offer code is accepted, it will be displayed on the “Order Review” page. Only one offer code may be used per online order.
Gift Wrap is complimentary on all orders.
Gift orders always receive special care at Kilian Online. We will be happy to create a beautiful gift package and include a note card with your personal greeting.
If you wish to have your Kilian Online order packaged as a gift, simply click on the "Gift-Wrap" option during "Checkout". If you wish to include your personal greeting, please enter it in the text box provided.
Please note: Multiple items within a single gift order will be presented as one gift package.