Frequently Asked Questions

• Select an item you’d like to buy.
• On the product page, select your preferred colour and size. 
• Click “Add to shopping bag”. 
• Once you’ve finished shopping, click "Go to Checkout” in your Shopping Bag.
• If you have a promo code, enter it here.
• Enter your email address. We will instantly recognise if you are a new or existing customer. New customers will have the option to create an account or continue without registering.
• Enter your shipping details and select a shipping method.
• Select a payment method and enter your payment details.
• Check that all the information entered is correct and in full, then click “Confirm”. 

We’ll send you a confirmation email for your order shortly after it has been placed. From here, our warehouse will take care of everything – selecting, packing and shipping your order. You’ll receive a notification email as soon as your order is on its way to you. 

ORDER STATUS
You can easily check the progress of your order at any time from your KARL.COM account. Alternatively, enter your unique Order Number in the Follow your Order page.
Here’s a breakdown of what each Order Status means:

ORDER CREATED
We have received your order – thank you.

ORDER CONFIRMED
At this stage, we will have sent you a confirmation email with your unique Order Number and our team will be working on preparing your items to send.

ORDER SHIPPED
As soon as we have shipped your order, you’ll receive an email containing a Tracking Number to follow the delivery of your parcel.

ORDER DELIVERED
Your order has been delivered – we hope you love it.

ORDER COLLECTED
Your order has been collected from a KARL store – time to take that new purchase home.

ORDER RETURNED
We’re sorry to hear your order wasn’t quite right, but we have received your return.

ORDER REFUNDED
Your refund has been processed.

We’re sorry to hear you haven’t received your order confirmation, but we can help you find it. The first place to look is your spam folder. To avoid future KARL communications being blocked, simply add [email protected] and [email protected] to your address book. 
If this doesn’t work, it may be that we don’t have your full or correct email address, in which case please contact us and we’ll look into this further for you.

The best place to start is to check that information has been entered into all “required fields” (*those with an asterisk next to them). Next, double-check that the payment details are correct for the selected payment method. If neither of those steps are successful, contact us so we can look into this for you.

After an order has been placed, unfortunately we’re unable to cancel it. This is because we start packing your order as soon as you hit the purchase button – the process really is that quick. But you can return any unwanted items to us straight away – just head to our Return Policy to find out how.  

As soon as you’ve placed your order, we start packing it straight away. Unfortunately, this means we can’t make any changes to your order after it has been placed.
But if you want to return an unwanted item, that’s easy to do; head to our Return Policy to find out how. Alternatively, if you’d like to buy additional items, simply create a new order. 

We start packing each order as soon as it is placed, which unfortunately means we’re unable to combine two or more separate orders in one shipment – even if they’re being delivered to the same address.
But keep an eye on your emails as we’ll send you unique tracking numbers and invoices for each order, so you can follow their progress.

Absolutely. You can enjoy on-the-go shopping from your phone or tablet via our fully responsive and mobile-optimized website.