FAQ
Frequently Asked Questions (FAQ)
Welcome to the ByKenna Frequently Asked Questions Page
We're here to answer your questions and ensure you have the best shopping experience. Have a question? We've compiled answers to our most common customer inquiries below. If you can't find what you need, don't hesitate to contact us at info@bykenna.com.
Shipping & Delivery
1. Do you offer free shipping in the UK?
Yes! We provide free standard delivery across the United Kingdom on all orders. Each package is handled with care to ensure secure and timely arrival.
2. How long will it take to receive my order?
Here are our estimated delivery times:
- Handling time: 1-2 business days
- Transit time: 6-8 business days
- Estimated delivery time: 7-10 business days
3. Can I have my order delivered to a parcel locker or collection point?
Not currently. We only ship directly to the residential or business address provided at checkout.
4. How can I track my order?
You can track your order through the Track Order page on our website. Once your order ships, we'll email you a tracking number so you can follow your parcel's progress.
5. My order hasn't arrived. What should I do?
Start by checking the tracking link in your dispatch confirmation. If the tracking hasn't updated or your parcel seems delayed, contact us at info@bykenna.com. If your item is confirmed lost, we'll send a replacement or issue a full refund.
6. What if my parcel arrives damaged?
We're sorry to hear that. Please email us at info@bykenna.com within 7 days of receiving the package. Include your order number and photos of the damage and packaging. We'll take care of it immediately.
Returns & Refunds
7. What is your return policy?
We have a simple and hassle-free return process. You can return items within 30 days of receiving your order. Items must be unused, in original condition, and returned with all packaging and tags intact.
8. How do I return an item?
If something's not quite right, contact us at info@bykenna.com within 30 days of receipt. We'll provide you with return instructions and the appropriate return address.
9. When will I get my refund after returning a product?
Once we receive and inspect your returned item, your refund will be processed. Refunds typically appear on your original payment method within 7 business days, depending on your bank or payment provider. We'll send a confirmation email once your refund is issued.
10. Who covers return postage?
If the item is defective, incorrect or damaged, we'll cover return shipping. If you're returning it for other reasons (e.g. change of mind), the return costs are your responsibility. Please contact us before sending anything back.
11. What if I receive a defective product?
If you receive a defective item, we'll replace it at no cost. Please contact us and return the item within 30 days.
Orders & Cancellations
12. Can I cancel my order after it's placed?
Yes, we offer a 24-hour cancellation window. To cancel your order within this timeframe, please contact us immediately at info@bykenna.com.
13. Can I place a bulk order for my business or organization?
Yes, we accept bulk orders. Please contact our customer support team at info@bykenna.com for details and special pricing.
Payments
14. Which payment methods do you support?
You can pay securely using:
- Visa
- MasterCard
- American Express
- PayPal
15. What currency are payments made in?
All payments are processed in GBP (£ – British Pounds). If you're using a non-UK card, your bank may apply currency conversion fees.
16. Is checkout secure?
Yes — our payment system is protected by SSL encryption to keep your card details and personal info completely secure. We never store card details on our servers.
17. How will I know if my payment went through?
Once your payment is successful, you'll get a confirmation email with your order details. Didn't receive one? Please check your spam or contact us.
18. What should I do if my payment fails?
Double-check your card details and available balance. If issues persist, try another card or contact your bank. Need help? Drop us an email at info@bykenna.com.
About ByKenna
19. Where is ByKenna located?
ByKenna is a United Kingdom-based lighting and lamp store brand. We proudly offer a curated selection of high-quality lamp and lighting products, with shipping available exclusively within the United Kingdom.
20. Do you offer any warranties or guarantees on your products?
Yes, we provide a 30-day warranty on all purchases.
Privacy
21. Is my personal information protected?
Absolutely. We use SSL encryption to safeguard all transactions and data. We never store card details and won't share your personal information without your explicit consent.
22. Will you share my details with third parties?
No. We do not sell or trade your data. Your information is used solely for order fulfilment and support. You can read more in our Privacy Policy.
Customer Support
23. How can I contact customer support?
You can reach our customer support team through the Contact Us page on our website, by emailing us at info@bykenna.com, or by calling 0141 255 0756.
Contact Information
Still have questions? We're here to help:
Email: info@bykenna.com
Phone: 0141 255 0756
Contact Form: Visit our contact page
Business Address:
ByKenna
158 Kilmarnock Road
Glasgow, G41 3PG
United Kingdom
We aim to respond within 24 hours during business hours.
Customer Service Hours:
Monday to Friday: 9:30 AM to 17:30 PM (UK time)
Saturday & Sunday: Closed