Klass FAQ

On the top, left hand side of our website you will see Sign In / My Account. If you click this link, you can fill out an online form to create an account. Please note - the reward card and online account are completely separate. If you register your reward card, it will not create you an online account.

If you have forgotten your password, we can reset it for you. To do this you need to scroll to the bottom of any page of our website and click on the link Forgotten Password. This will take you to a page where you need to enter your email address, tick the “I’m not a robot” box and click send.
You will then receive an email from us. Click on the link in the email that says Reset Your Password and it will take back to our website where you can generate a new password.

If you are having trouble placing an order, please contact us at info@klass.co.uk with a screenshot of the problem and a member of our team will look into this for you.

Once you sign up you will receive an an email from us with a code which will give you 15% off your purchase.
This is a one-time code but is not time sensitive, so you can use it at any point. If you do not receive the email after 24 hours, please contact us and we will investigate.

Free delivery is automatically applied you spend £30 or over for orders in the UK.

Type in your promotional code into the promotional code box and click redeem. If the promotional code has been processed successfully, you will see a green message saying, “voucher accepted for this order”.

Genuine codes, if typed in correctly should work on our site. If you’re trying to use a code that you’ve found on a voucher code website, it is most likely that this will not work as it’s not an authorised discount code from us. If you’ve received a code on an email from us, then please ensure that you copy the code exactly as you see it being mindful of any spaces.
If your code still isn’t working, then please contact us on 0333 996 0014 so we can resolve the issue

You can see your order history when you log into your account. You will find details of what you have ordered in the Order History tab. If you have not yet received your order you can track the progress of your order by clicking on the link.

We are experiencing some technical difficulties with our emails. Your order has been placed, but there is delay in our confirmation emails being sent. Please bear with us. Your confirmation email will be sent as soon as possible.

When your order has been dispatched, you will receive an email telling you your order is on its way. This email will also include a unique tracking number. If you click on that tracking number, it will show you the progress of your parcels journey with the Royal Mail. You can also log into your account and you can track any orders not yet received through Order History

If you have made a mistake on your order, whether it’s ordering the wrong item, or putting in an old delivery address, please contact customer service on 0333 996 0014 Mon – Fri 9am – 9pm or email info@klass.co.uk and we will do our best to amend the order before it’s been despatched.

All our parcels are delivered with the Royal Mail.

We cannot influence delivery times or days with the Royal Mail or advise the Royal Mail where to leave your parcel. In most cases you will receive a notification from Royal Mail prior to delivery where you will be able to change the date of delivery, nominate a safe place or choose to deliver to a neighbour.

You can return any unwanted from online orders here at head office within 28 days of receipt using the free returns label included in your parcel. Simply peel off the return sticker and place it over the original label; pack up your unwanted item still with the tags and in perfect condition and leave at the post office. Once we receive your returned parcel we will process your refund as soon as possible and send you an email when it’s been done.

Christmas Returns Policy We’ve extended our usual limit for returns. Any purchases made online between 1st of November and 24 December 2024 can be returned as late as 12 January 2025. For purchases made from 25 December 2024 onwards, our normal refund policy will apply.
N:B You return must have reached our warehouse by the 12th of January so please allow 2-3 days for delivery when returning your items.

If you have lost your returns label you can print a new one by visiting https://www.royalmail.com/track-my-return/create/695 you will need to know your order number to complete this.

Once we have received your return you will receive an email from us to say it has arrived, when your refund is processed you will receive a second email letting you know your refund is on the way.

If you have an online account, you can log in and arrange your exchange before you send the parcel back. If you placed a telephone order or checked out as a guest, you will not be able to request the exchange online. Write a note on your paperwork stating what item you would like to change and send this back with the parcel. We process all of our returns manually and all notes are read. We will then process the exchange and get this sent out to you.

If you think an item you have received is faulty then please contact info@klass.co.uk please provide details of when the item was purchased, the problem in addition to attaching photographs. We will then be able to advise you of next steps. As per the Consumer Rights Act 2015 we may ask you to return the item for inspection.

Only our Klass standalone stores accept VIP cards. If you are shopping in a department store or select garden centres, you will not be able to use your VIP card. This is because concessions do not have a Klass till and therefore do not have the facility to process the points. However – you can always contact customer service with a copy of the receipt, and we will add the points on for you. If a standalone store refuses the card, please contact customer service immediately so we can investigate.

Once you reach 100 points on your reward card you will become eligible for a £10 voucher. We process vouchers 3-4 times a year. Please give us a call to find out when the next voucher run will be. If the next voucher run is a couple of months away, you can still accrue more points and possibly receive a higher voucher. For example, if you have 250 points at the time of the voucher run you will receive a £25 voucher. We do not issue vouchers once you hit 100 points.

You can return items that you’ve purchased online to a standalone store. Please check the store finder for more details.

Once your online account has been created, if the same email has been used to register your reward card and set up your online account, these two sets of information should automatically sync. This can take 24 hours to complete. If it has been longer than 24 hours and your points still aren’t showing, please contact customer service so we can automatically sync them.

The online account and reward card are two completely separate things. If you have a reward card and registered it online, this does not create you an online account. You must create an online account separately. This is very easy to do and takes very little time. If you have any issues, please contact us via email.

At the bottom of every page on our website, there is a link to the Reward Card page. If you click this you will be given the option of requesting a new card or registering the one you have. If you click "Register existing card" you just enter your details into the form and your card will be registered. If you have any trouble registering the card, please contact us on info@klass.co.uk

Only our Klass standalone stores accept VIP cards. If you are shopping in a department store or select garden centres, you will not be able to use your VIP card. This is because concessions do not have a Klass till and therefore do not have the facility to process the points. However – you can always contact customer service with a copy of the receipt, and we will add the points on for you. If a standalone store refuses the card, please contact customer service immediately so we can investigate.

Vouchers are sent out at set times across the year, to receive your first voucher you must have over 100 points

You should be able to check your points by logging into your account area online, or if you are in store the assistant will be able to tell you.

Please contact us to convert your reward card voucher for online use. Please be aware that this takes 3 - 5 working days to process and the code will be sent the next working day.

If you have lost your VIP card, please contact customer service on info@klass.co.uk with your full name and postcode and we will send you out a new card. This will not affect your points balance.

You receive 1 point for every £2 you spend in store and online. When you register your card, you receive 25 bonus points. This is the amount of points you would receive if you made a £50 purchase. Once you have 100 points you become eligible for a voucher. For more information on this, please refer to "My account is showing over 100 points. When will I receive my voucher?"

The opening times for our standalone stores are listed in the individual stores page which you can find using our store finder locater at the top and bottom of the page.

You can find your nearest store by searching using your post code in the Store Locator tab on the website.

We do not currently offer a click and collect service online. However, if you are in store and see something you like but they do not have your size, the store may be able to contact head office and order this for you. Please note this is completely at Head Office’s discretion.

We currently offer 24 and 48 hour delivery services with Royal Mail.
48 hour tracked delivery is free on orders over £30 and £3.99 for orders under £30.
24 hour tracked delivery is £4.99
Delivery to Ireland is £14.99

You can find any products by clicking the “search” box at the top of the website and typing in a description of the item you want. If you have seen the item in a look book or brochure, make a note of the style code (this will be located next to the item) and search this. This will bring you straight to the item. If you require further help, please contact us.

We welcome any and all feedback from our customers. If you have feeadback regarding our level of customer service, you can leave a review on our TrustPilot page which can be found at the bottom of any page on our website. Alternatively, you can contact us at info@klass.co.uk to tell us about your experience. If you have specific feedback regarding a style that you have ordered, you can leave a product review on the website by clicking on the product review section on the product pages.

We deliver to anywhere in the UK and Ireland. We do not currently offer international delivery, however this is something we are looking to add in the future.

Gift cards can be purchased online or instore. You can redeemed gift cards in Klass Collection standalone stores or online by contacting info@klass.co.uk

Unfortunately, once an item has released and sold out, we rarely replenish it due to new styles constantly launching. Keep an eye out on the website as we are always releasing new lines and sometimes, we have similar styles in different collections.