FAQ

Founded in 1987, Kipling has since grown from a maker of fun, original high-quality backpacks for everyday adventurers into a worldwide casual bag brand with a highly distinctive fashion appeal.

Kipling - The Art of Being Outstanding Without Standing Out Your bag is an essential accessory and an integral part of your personality: Show me your bag and I’ll tell you who you are. Trendy, practical and casual, the Kipling bag is part of what it means to be a woman today, standing up for yourself and making a point - gently. Whether you’re just getting about, travelling, going out or working, you can hold your head up high and look great without ever being a fashion victim. You know better than anyone how to find the balance between looking smart and feeling comfortable. This has been the Kipling philosophy from Day One. In fact, it’s what the whole brand is about.

Kipling's international headquarters are based in Bornem, Belgium near fashion-forward Antwerp. Kipling is part of VF Corporation, a global leader in branded apparel and accessories, including jeans, outdoor, sportswear and contemporary brands. The principal brands include Wrangler, Lee, The North Face, Vans, Reef, Eastpak, Jansport, Napapijri, Nautica, John Varvatos, 7 For All Mankind and Kipling. 

The original designers wanted a name everyone in the world could pronounce – a name that wouldn’t have any strange or unexpected meanings in another language.

Say the word Kipling, and you automatically think of monkeys. That’s because a monkey mascot key ring dangles from every Kipling bag. Each collection has its very own unique monkey named after a Kipling employee somewhere in the world, making our monkeys a very covetable collectible.

As a Kipling partner, you are the owner of your own store backed by our full support. It’s the perfect entrepreneurial mix of independence and security. You manage your store as an independent partner with all our resources at your disposal. We help you plan and decorate your store, train your staff, and get you started in day-to-day management. We also provide you with our marketing, communications and business economic plans. Are you interested? Click here to find out more about opening a Kipling store.

• Kipling sells about 6,000,000 bags every year.
• This means that every minute, about 23 Kipling bags are sold somewhere in the world.
• More than 40 million people in the world now own at least one Kipling bag.
• There are more Kipling bags than there are people in Belgium.

All Kipling bags can be softly cleaned by hand only. See the product FAQ for more details on how to clean each type of bag.

Kipling’s customer service is available by email at italia@kipling.com from Monday to Friday, 9am to 5pm. Alternatively, you can click on “Contact Us” at the bottom of the screen, post a message and a subject, and we will do our very best to reply to you promptly.

Some Kipling monkey clips of the current collection can be ordered individually through Kipling’s online shop. Nevertheless, you can buy most monkey clips of the current collection in Kipling’s own stores or at most of Kipling’s dealers. Please refer to the store locator in the top navigation to find the address of Kipling stores and dealers or click here.

Your password is only required when you are ready to pay for your order. Once you have selected your bags in "My Shopping Bag", proceed to the "Check Out". Then click on the link "Forgotten password". You will receive an email with your updated password in the mailbox linked to your personal account. You can also update your password any time by selecting "My account", followed by "Personal details". You can then enter and confirm your new password.

Your delivery from http://www.kipling.com/it is limited to Italy, with exception of Vatican City and San Marino.

Yes, we understand that many customers are at work during the day and may like to receive delivery there or want to send their purchases as gifts.  You can have items sent to an address that differs from your personal address, as long as it remains within the delivery zones stated in point "Can I get my order delivered anywhere in the world?". Nonetheless, please note that it is not possible to change the delivery address once your order is confirmed.

All orders placed in our online shop have to be paid in advance.  We accept the following credit cards: Mastercard, Visa and Cartasi.  At the moment we are not able to accept any cheques or bank transfers.  

You can make any changes or cancellations you wish within your shopping bag until you confirm your payment. Once your payment has been made and your order confirmation received, it is no longer possible to make changes or cancellations.

A standard delivery to Italy takes between 3 to 5 working days from the time your package is picked up by our carrier to delivery at your chosen delivery address in Italy.

You can track your shipment by selecting the section “My account” on our site, then click on “Order History”. Alternatively, on the shipment confirmation, which you will receive by email from us, you will be able to click directly onto a link to our carrier. Note that the tracking link becomes available 24 hours after collection of your goods.

Your order will be confirmed immediately on screen and you will also receive an order confirmation from us by email.

The Kipling warranty covers any defects in materials or workmanship for two years from date of purchase. During the warranty period, you have the option of having us repair or replace your bag (with an equivalent bag if your bag is no longer available) when you return the bag to the “Authorized Kipling Dealer” where you purchased it, together with proof of purchase.
This warranty does not cover damages that result from accident, misuse, abuse (including damage caused by airlines or other carriers), normal wear and tear or theft.
Incidental and consequential damage, such as damage to, or loss of, the contents of a bag, loss of use of time or similar expenses are not recoverable under this warranty. Locks are intended only to prevent accidental opening and cannot necessarily prevent theft of product or its contents.

If you purchased the bag in our online shop, you can contact us by email at italia@kipling.com. If you have not purchased the item in our online shop, we advise you to return to the shop where you bought it.  Or you can contact the Kipling warranty and repair service by email: kiplingwarranty_italy@vfc.com.

We have two delivery charges based on the cost of these type of deliveries:

• Standard Delivery: 9€ VAT included
• Express Delivery: 29€ VAT included

The delivery charge will appear automatically in your shopping bag.

Kipling is pleased to offer a “no questions asked” return policy. If for any reason you are unhappy with your purchase you can return it for a full refund 14 days from the date of delivery, providing it has not been worn or used and is in its original packaging. Please follow the process below:

1. Select the section “My Account” followed by “Order History” from our site.
2. Click on your order number.
3. Click on “Request Return”
4. Fill in the Return Form with the appropriate reason for your return and all necessary details. You will be allocated with a Return Number.
5. Our Customer Service will analyze your request and will send you an email to confirm receipt of your request.
6. You will receive full details on return shipment procedures
7. Place the item in its original packaging, making sure to include your order confirmation
8. Stick the pre-paid UPS return label on your parcel
9. Contact the UPS local office to organise the collection of your parcel

If you wish to return multiple items, you will also receive multiple UPS labels.  We kindly advise you to use 1 UPS label to book the return at UPS and stick it onto your return parcel.  Please put the other labels inside the parcel to ensure a smooth refund of all items returned.  
Refunds will be made on the same method of payment used when the purchase was made. Kipling will refund you in full within 14 days from the date your goods are received and accepted by our warehouse team.  If the goods have been used and are not in a re-sellable condition, we will not accept your return.
If you have not purchased the item in our online shop, we advise you to return to the shop where you bought it.

If any part of your order arrives damaged, you should notify us at italia@kipling.com within 48 hours so that we can take this up with the carrier. You will then have the standard 14 days to make the return. Please follow the procedure detailed above.

In our online shop we do not accept returns of items that were purchased in another shop.  Also, in our online shop it is not possible to exchange bags.  If for any reason you are unhappy with your purchase you can follow our returns procedure described under question “What is your return policy?” to return it for a refund.  If you wish to receive another style or colour, we kindly advise you to place a new order. If you have not purchased the item in our online shop, we advise you to return to the shop where you bought it.

Care instructions for leather bags
Our leather products have been made with care from genuine leather. The leather texture is naturally generated and will develop a rich patina over time. Any variations in the color and grain are a result of the natural characteristics of the leather. Care should be taken when wearing light colored garments to prevent color transfer (a natural risk with leather). Keep the product dry and avoid contact with damp or wet surfaces. Limit the exposure to direct heat or sunlight. To clean the product, just wipe it with a soft, dry cloth. Do not use any chemical cleaners to care for the product.
Optional care, not essential: With a soft brush, a colourless cream can be applied regularly to leather areas (not for Nubuck leather). The product can be protected by applying a waterproofing agent, following the recommendations given by the manufacturer.

Care instructions for fabric bags
Clean the outside fabric with a slightly wet cloth. Do not bleach. Do not soak in water. Hang in a shady place. On bags with leather, avoid moistening the leather when cleaning. In case of a deep stain, clean the fabric with a cloth or soft brush using water and neutral soap. A universal-use protective spray (i.e. Scotchguard – found in most shoe or handbag departments) may be used to keep the product looking clean.

Promo pack  purchases can be returned in accordance with our standard return policy, meaning you may return the full Promo pack within 14 days from the date of delivery without having to provide any reasons.
However, please be aware that if you are unsatisfied with an individual item you purchased as part of a Promo pack, you are not authorized to return that item separately, except if it is damaged, defective or does not correspond to the order. In that case, you will only be refunded the discounted price of each Promo pack  item that is returned together with the related delivery fee.
For instance, if you purchase a Promo pack and get 20% off, the 20% would be subtracted from your refund. See example below.

• Product A: 100€
• Product B: 50€
• Promo pack price: 120€ > 20%

If you return the full Promo pack, you will be refunded 120€ (refund will happen only if you send it within 14 days from the date of delivery).
If you return product A, you will be refunded 100€ - 20% = 80€ (refund will happen only if the product is defective/damaged).

For information on Kipling’s shoes, please send an email to: info@arwy.be.
For information on Kipling’s watches/jewellery: please send an email to: info@montebi.com.