You can find your nearest store by searching using your post code in the Store Locator tab on the website.
The opening times for our standalone stores are listed in the individual stores page which you can find using our store finder locater at the top and bottom of the page.
We do not currently offer a click and collect service online. However, if you are in store and see something you like but they do not have your size, the store may be able to contact head office and order this for you. Please note this is completely at Head Office’s discretion.
We welcome any and all feedback from our customers.
If you have feeadback regarding our level of customer service, you can leave a review on our TrustPilot page which can be found at the bottom of any page on our website.
Alternatively, you can contact us at firstname.lastname@example.org to tell us about your experience.
If you have specific feedback regarding a style that you have ordered, you can leave a product review on the website by clicking on the product review section on the product pages.
You can find any products by clicking the “search” box at the top of the website and typing in a description of the item you want. If you have seen the item in a look book or brochure, make a note of the style code (this will be located next to the item) and search this. This will bring you straight to the item. If you require further help, please contact us.
Unfortunately, once an item has released and sold out, we rarely replenish it due to new styles constantly launching. Keep an eye out on the website as we are always releasing new lines and sometimes, we have similar styles in different collections.
Gift cards can only be purchased and redeemed in Klass Collection standalone stores.
First of all, thank you for signing up to our newsletter! Once you sign up you should receive an email within 24 hours with a link to confirm your sign up. Once you confirm that you would like to receive emails from us you will be sent a code entitling you to 20% off your purchase. This is a one-time code but is not time sensitive, so you can use it at any point. If you do not receive the email after 24 hours, please contact us and we will investigate.
If you are having trouble placing an order, please contact us at email@example.com with a screenshot of the problem and a member of our team will look into this for you.
The ‘offline’ message you might see in the bottom right hand corner of your screen relates to our online chat service. Our online chat is available from 9am-5pm Monday to Friday. If you try and use this service outside of those hours, it will tell you that it is offline. The website is always online and available to place orders.
At the bottom of every page on our website, there is a link to the Reward Card page. If you click this you will be given the option of requesting a new card or registering the one you have. If you click "Register existing card" you just enter your details into the form and your card will be registered. If you have any trouble registering the card, please contact us on firstname.lastname@example.org
You receive 1 point for every £2 you spend in store and online. When you register your card, you receive 25 bonus points. This is the amount of points you would receive if you made a £50 purchase. Once you have 100 points you become eligible for a voucher. For more information on this, please refer to "My account is showing over 100 points. When will I receive my voucher?"
The online account and reward card are two completely separate things. If you have a reward card and registered it online, it did not create you an online account. You must create an online account separately. This is very easy to do and takes very little time. If you have any issues, please contact us via email.
Once your online account has been created, if the same email has been used to register your reward card and set up your online account, these two sets of information should automatically sync. This can take 24 hours to complete. If it has been longer than 24 hours and your points still aren’t showing, please contact customer service so we can automatically sync them.
Only our Klass standalone stores accept VIP cards. If you are shopping in a department store or select garden centres, you will not be able to use your VIP card. This is because concessions do not have a Klass till and therefore do not have the facility to process the points. However – you can always contact customer service with a copy of the receipt, and we will add the points on for you.
If a standalone store refuses the card, please contact customer service immediately so we can investigate.
Once you reach 100 points on your reward card you will become eligible for a £10 voucher. We process vouchers 3-4 times a year. Please give us a call to find out when the next voucher run will be. If the next voucher run is a couple of months away, you can still accrue more points and possibly receive a higher voucher. For example, if you have 250 points at the time of the voucher run you will receive a £25 voucher. We do not issue vouchers once you hit 100 points.
Please contact us to convert your reward card voucher for online use. Please be aware that this takes 24 hours to process and the code will be sent the next working day.
If you have lost your VIP card, please contact customer service on email@example.com with your full name and postcode and we will send you out a new card. This will not affect your points balance.
On the top, left hand side of our website you will see Sign In / My Account. If you click this link, you can fill out an online form to create an account. Please note - the reward card and online account are completely separate. If you register your reward card, it will not create you an online account.
If you have forgotten your password, we can reset it for you. To do this you need to scroll to the bottom of any page of our website and click on the link Forgotten Password. This will take you to a page where you need to enter your email address, tick the “I’m not a robot” box and click send.
You will then receive an email from us. Click on the link in the email that says Reset Your Password and it will take back to our website where you can generate a new password.
If your account shows that you do not have a card, but you know that you do, please contact customer service at firstname.lastname@example.org. We will need to sync your card and account together.
Type in your promotional code into the promotional code box and click redeem. If the promotional code has been processed successfully, you will see a green message saying, “voucher accepted for this order”.
Genuine codes, if typed in correctly should work on our site. If you’re trying to use a code that you’ve found on a voucher code website, it is most likely that this will not work as it’s not an authorised discount code from us.
If you’ve received a code on an email from us, then please ensure that you copy the code exactly as you see it being mindful of any spaces.
If your code still isn’t working, then please contact us on 0333 996 0014 so we can resolve the issue.
You can see your order history when you log into your account. You will find details of what you have ordered in the Order History tab. If you have not yet received your order you can track the progress of your order by clicking on the link.
If you have made a mistake on your order, whether it’s ordering the wrong item, or putting in an old delivery address, please contact customer service on 0333 996 0014 Mon – Fri 8.30am – 5pm or email email@example.com and we will do our best to amend the order before it’s been despatched.
When your order has been dispatched, you will receive an email telling you your order is on its way. This email will also include a unique tracking number. If you click on that tracking number, it will show you the progress of your parcels journey with the Royal Mail.
You can also log into your account and you can track any orders not yet received through Order History
We do not dispatch orders to any of our store locations, but you can arrange for your order to be delivered to any location of your choice, whether it be work or home.
We currently offer 24 and 48 hour delivery services with Royal Mail.
48 hour tracked delivery is free on orders over £30 and £3.99 for orders under £30.
24 hour tracked delivery is free on orders over £30 for VIP customers and £4.99 for all other customers.
We deliver to anywhere in the UK and Ireland. We do not currently offer international delivery, however this is something we are looking to add in the future.
Free delivery is automatically applied you spend £30 or more and have specified a UK or Ireland delivery address. If you are a VIP card holder, you will receive automatic Next Day Delivery when you spend £30 or more online.
All our parcels are delivered with the Royal Mail
We cannot influence delivery times with the Royal Mail or advise the Royal Mail where to leave your parcel. In most cases, if you’re not able to accept the parcel in person, your parcel will be either left in a safe place at your property, left with a neighbour or returned to the local depot with a Royal Mail card advising what has been done with your parcel.
You can return any unwanted items to us here at head office within 28 days of receipt using the free returns label included in your parcel. Simply peel off the return sticker and place it over the original label; pack up your unwanted item still with the tags and in perfect condition and leave at the post office.
Once we receive your returned parcel we will process your refund as soon as possible and send you an email when it’s been done.
If you have lost your returns label you can print a new one by visiting https://www.royalmail.com/track-my-return/create/695 you will need to know your order number to complete this.
Alternatively, you can contact us here Mon – Friday 9am – 5pm on 0333 996 0014 to request a new one.
If you have an online account, you can log in and arrange your exchange before you send the parcel back. If you placed a telephone order or checked out as a guest, you will not be able to request the exchange online. Write a note on your paperwork stating what item you would like to change and send this back with the parcel. We process all of our returns manually and all notes are read. We will then process the exchange and get this sent out to you.
You can return items that you’ve purchased online to a standalone store. These are indicated by a pink pin on the store locator https://www.klass.co.uk/storefinder.html