FAQS

Shipping & Handling

What currency are your prices in?

Prices for all of our items are listed in US Dollars.

What forms of payment do you accept?

We accept all major credit cards: Visa, Mastercard, Discover, and American Express as well as PayPal.

What shipping options do you have?

KILN offers FREE ground shipping on all orders over $150 (excluding taxes and shipping) going to any destination in the contiguous United States. Please allow 3-8 business days for arrival. All in-stock orders are processed within 1-2 business days and are shipped from Los Angeles, CA.  For orders under $150, we charge a flat rate of $7.95 for ground shipping.

We also offer the option of 2-day shipping for $25 and $35 for next day as long as your order is placed by 12 noon pst during a normal business day. Any orders placed during a weekend or business holiday will be shipped on the next business day.

For Hawaii and Alaska, the shipping will cost $15 for 2-day delivery.

*Please note, orders containing pre-ordered and in-stock items will be shipped when all items are available for shipment.

Do you deliver to PO boxes?

We do not ship to PO boxes. Please provide a non-PO Box address for the shipping address.

Do you ship to APO / FPO addresses?

At this time, KILN does not ship to APO / FPO addresses.  Check back soon or you can contact us at askus@kilnapparel.com for further information.

What countries do you deliver to?

At this time, KILN only ships within the United States.  Looking to have our products shipped to you internationally?  Contact us at askus@kilnapparel.com for more information.

Returns & Exchanges

Can I cancel my order?

If you would like to cancel or adjust your order, email us at askus@kilnapparel.com within one hour of placing it and we will do our best to edit it.   If an order has already been processed, any cancellation or adjustment requests will need to be handled through our normal return process.

Though we always make our best effort to ensure all items available online are in stock, KILN may need to cancel orders in the event of the unavailability of an item.  We will alert you immediately via email or phone if this is the case.

What is your return policy?

All full price purchases may be returned within 30 days of shipment. Please ensure that items are unworn, unwashed, and undamaged. All returned items must also be unaltered and include any original packaging, including all tags the item came with.

Refunds may only be issued to ​the credit card or PayPal account used to make the original purchase.

What is your exchange policy?

At this time, KILN does not support exchanges.  If you would like to purchase a different size and color, please follow the return process for your unwanted items and place a new order for the desired product.

How do I return an item?

KILN will gladly accept returns of unused product within 30 days of shipment.

The refund will be credited only after KILN receives the item and confirms that it meets these conditions. 

To return an item, simply email us at returns@kilnapparel.com including your order number, item you would like to return and reason.  We will then send you an RA# and return label to affix to the box.   Your refund will be applied within 3-8 business days upon receipt of your item(s).

When can I expect my refund?

Upon receipt of your returned items and verification of their unused condition, your refund will be applied within 3-8 business days upon receipt of your item(s).

Order Tracking

When will my order ship?

We typically process all in-stock orders within 1-2 business days. You will receive a shipping confirmation as soon as it does.

When will my order arrive?

We typically process all in-stock orders within 1-2 business days with shipping ranging from 3-5 business days for most locations.

Where can I find my tracking number?

As soon as you order ships out, you will receive an email from us with your traceable tracking number.

Can I update my address?

If you notice an error in your shipping address, please contact us at askus@kilnapparel.com within an hour of your order being placed.

My tracking number says my package was delivered but I cannot find it.

Please send an email to askus@kilnapparel.com as soon as possible and we will work with you and the courier to try to track it down.  KILN is not responsible for lost packages reported more than 1 week past the delivery date.

Garment Care

How should I care for my item?

We believe the fabric your garment is made out of is just as important as the style it is cut into.  We strive to find the best of the best in not only look and feel but in ease of care.  All of our garments can be laundered at home and have been preshrunk to insure they will look just as beautiful wash after wash.  Check out the individual item page for specific details on how to care for each piece or you can also refer to the label inside the garment.

What if my items are damaged, defective or incorrect?

While KILN strives for perfection, we recognize that sometimes errors or defects occur.  If you receive a damaged, defective or incorrect item, email us at askus@kilnapparel.com with a photo of the damage, or the wrong item you received, as well as your order number within 3 days of receiving the product. We’ll make it right.

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