FAQ
Frequently Asked Questions
How does personalization work?
Choose the personalization options available on the product page and enter or upload the requested details, such as a name, initials, date, number, photograph, drawing, logo, or other information.
Please review all personalization details carefully before placing your order. Personalized products are created based on the information you submit.
Can I see a preview before my order is made?
Preview availability depends on the product. If a preview option is available, it will be shown on the product page.
Please make sure all spelling, dates, numbers, images, and personalization instructions are correct before submitting your order.
Can I change my personalization after placing an order?
Contact us as soon as possible at support@kinselle.com.
Because personalized orders may enter production shortly after purchase, we cannot guarantee that changes can be made once production has started.
Can I cancel a personalized order?
Please contact us as soon as possible at support@kinselle.com if you need to request a cancellation.
Personalized products may enter production shortly after an order is placed, so cancellation cannot be guaranteed once production has started.
How long does it take to prepare my order?
Many Kinselle products are personalized and made to order.
Processing times may vary by product. Please check the estimated delivery information shown on the product page for the most current timing.
How long does shipping take?
Shipping time is separate from processing time and may vary depending on the destination and shipping carrier.
The estimated delivery information shown on the product page provides the most current delivery estimate for your order.
How can I track my order?
Once tracking information becomes available, you can track your shipment using our Track Your Order page.
You can search using your tracking number or the order information requested on the tracking page.
Where can I find my tracking number?
Tracking information is provided after your order has been shipped and a tracking number becomes available.
If you have questions about your shipment, contact us at support@kinselle.com.
Can personalized items be returned?
Because personalized and custom-made products are created specifically for you, they generally cannot be returned or exchanged because of a change of mind, personal preference, or incorrect personalization information submitted by the customer.
If your item arrives damaged, defective, incorrect, or materially different from the personalization details you submitted, please contact us at support@kinselle.com.
Please see our Return and Refund Policy for full details.
What should I do if my item arrives damaged or incorrect?
Contact us as soon as possible at support@kinselle.com.
Please include your order number and clear photographs showing the item and the issue. We will review the situation and, where appropriate, arrange a replacement, correction, or refund.
Can I add a gift box to my order?
For eligible products, you may have the option to add a Kinselle Walnut Gift Box during personalization or purchase.
Availability is shown directly on the applicable product page.
Do you ship internationally?
Shipping availability depends on the destination and the products in your order.
Available shipping options and any applicable charges will be shown during checkout.
Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, or other fees depending on the destination country.
Unless otherwise stated at checkout, these charges are determined by local authorities and are the responsibility of the customer.
How do I contact Kinselle?
For questions about products, personalization, orders, shipping, or returns, contact us at:
support@kinselle.com
Kinselle is operated by EVOLUTION COMMERCE LTD, United Kingdom.