FAQ

Frequently Asked Questions

Have a question? Below you’ll find answers to the most common inquiries we receive from our customers. If you still need help, feel free to contact us at info@bykenna.com.

Shipping & Delivery

1. Do you offer free shipping in the UK?
Yes, we offer free standard shipping across the United Kingdom on all orders. Every parcel is securely packaged to ensure it arrives in perfect condition and on time.

2. Can I have my order delivered to a parcel locker or collection point?
At this time, we only deliver to residential or business addresses provided at checkout.

3. What are your typical delivery times?
Orders placed by 6:00 PM (GMT) on weekdays are processed within 1 to 2 working days. After dispatch, delivery usually takes 5 to 7 working days depending on your location. Please allow 6 to 9 days during peak periods.

4. How can I track my delivery?
As soon as your order has been dispatched, you will receive a tracking number via email. You can follow the progress of your delivery at any time using our Order Tracking page

5. Which couriers do you use?
We work with reliable UK delivery services including Royal Mail, DHL, and other trusted partners.

6. My order hasn’t arrived. What should I do?
First, check the tracking link in your shipping confirmation email. If there’s no update or the parcel seems delayed, contact us at info@bykenna.com. If the package is lost, we will arrange a replacement or issue a full refund.

7. What if my parcel arrives damaged?
We are sorry to hear that. Please contact us within 7 days of receiving your order. Send an email to info@bykenna.com including your order number and clear photos of the damaged item and packaging. We will resolve it right away.

Returns & Refunds

8. How do I return an item?
If your item is not quite right, email us at info@bykenna.com within 30 days of delivery. Items must be unused, in their original condition, and returned with all tags and packaging.

9. When will I receive my refund?
Once we have received and inspected the returned item, we will initiate the refund process. Your refund will be issued within 7 business days, and you will receive a confirmation email as soon as the refund has been successfully completed.

10. Who pays for return shipping?

If the item you received is incorrect, faulty, or damaged, we will cover the return shipping costs in full.

However, if you are returning an item for other reasons – such as a change of mind or an unwanted gift – the cost of return postage will be your responsibility.

We kindly ask that you contact us before returning any item, so we can assist you with the appropriate return process.

Privacy

11. Is my personal information safe?
Yes, absolutely. We use SSL encryption on our website to protect your data and payment information. We never store card details and we do not share your information without your consent.

12. Do you share customer data with third parties?

We never sell or share your personal data. Your details are used solely to process your order and to assist you with customer support queries.

For a full explanation, please refer to our Privacy Policy.

Payments

13. What payment methods do you accept?
You can securely pay using:

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Paypal

14. In what currency will I be charged?
All payments are processed in GBP (£ – British Pounds). If you are using a non-UK card, your bank may apply currency conversion charges.

15. Is the checkout process secure?

Our payment system is secured with SSL encryption, which ensures that your personal and financial details remain fully protected throughout the entire checkout process.

16. How will I know my payment was successful?
You will receive an email confirmation with your order details once payment is complete. If you do not receive it, please check your spam folder or contact us.

17. What should I do if my payment fails?
Please check your card details and available funds. If the issue continues, try a different card or contact your bank. For assistance, you can email us at info@bykenna.com.

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

E-mail address: info@bykenna.com
Phone number: 0141 255 0756
Contact form: Contact page

We thrive to respond within 24 hours during our opening hours.

Business name: By Kenna
Address:  158 Kilmarnock Road, Glasgow, G41 3PG, United Kingdom

Customer service available hours

Operating Hours (Monday to Friday):
09:00 AM to 18:00 PM (GMT+1 London)
Operating Hours (Saturday to Sunday):
10:00 AM to 16:00 PM (GMT+1 London)