Customer Service
About The Kite Shop
The Kite Shop's first website was launched back in 1995, the first company in Europe to sell kites via the Internet. Since our early days on the web, the product ranges have been expanded and we have seen many advances in kite technology, and huge growth in areas such as power kites and traction sports. We also sell a range of air toys and gifts, and we ship internationally.
Our sister shop, Inspirazing!, is focused on providing creative products that stimulate young minds and encourage kids to find out more about the world around them - www.inspirazing.co.uk
Contact Us
Our address is:
The Kite Shop Ltd
4 Brickfield Trading Estate
Brickfield Lane
Chandler's Ford
Eastleigh
SO53 4DR
UK
Email sales@kiteshop.co.uk - for all customer-service queries
info@kiteshop.co.uk - for all other queries
Telephone 0845 130 4791. We are available to answer your calls Monday to Friday, 9:00am-5:30pm, and later during the weeks leading up to Christmas. An answering machine is available outside these times.
VoIP New - You can now call us over the internet, using VoIP, by using sip:sales@kiteshop.co.uk. Sorry, but this won't work on Skype (as it doesn't use standard VoIP protocols).
Visitors
We welcome visitors to our showroom, but please call us beforehand to check stock if there's something specific you want. Our stock changes constantly, so it's best to check before travelling any distance!
Feedback
We welcome your feedback about our products and service - please send comments to sales@kiteshop.co.uk.
Payment
The ordering process allows you to select payment by credit card, debit card, cheque or postal order.
Paying by Credit or Debit Card
It is perfectly safe to use a card because our secure server software encrypts all your personal information including the card details and your name and address, so that it cannot be read as the information travels over the Internet.
We accept payment by Visa, MasterCard, Switch/Maestro and Solo cards.
We take security seriously, and to give you even more protection we have implemented Verified by Visa and MasterCard SecureCode. Using a simple security process, these services protect your card details with your own unique password when shopping online at participating sites.
After you submit your card details, you may be asked to use this service by your bank; after entering your password, your identity is verified and the purchase is secure.
To learn more, please contact the bank that issued your card or click the logos.
Paying by cheque or postal order
If you don't want to use your card on the Internet, you can select payment by cheque or postal order on the order form during the checkout process, and send us a personal cheque (UK banks only) or postal order in Sterling for the amount of your order.
VAT
Our prices already include VAT for UK and EU customers, and this is automatically removed for orders being delivered to the Channel Isles or outside the EU.
Delivery
We offer a number of delivery options - more details can be found on our Delivery page.
Returns
We want you to be absolutely satisfied with the items you purchase. In the unlikely event that you have to return faulty goods to us, we will replace, repair or refund the cost of the returned item in full. In exceptional circumstances, goods that you have ordered may be unavailable and we will do our best to provide equivalent goods. If so, you may cancel the sale and the cost of returning the goods will again be borne by us.
You also have a right to cancel a sale of goods made through this website at any time after you have placed the order until the date 7 working days after the day you receive the goods. To cancel a sale, please contact us by email (sales@kiteshop.co.uk) or telephone (0845 130 4791) and request a return authorisation before returning goods. We will refund the whole sum paid by you including costs of postage and packing which we added to the sale price and will send you the refund within 30 days of you notifying us of cancellation. You must return the goods in the condition in which you received them, in all of the original packaging, within 30 days of you notifying us of cancellation. You must pay the cost of returning the goods to us; if you do not return the goods to us, we will arrange to collect them and will deduct the cost of such collection from the refund due to you.
All returned goods should be addressed to:
Returns
The Kite Shop
4 Brickfield Trading Estate
Brickfield Lane
Chandler's Ford
Eastleigh
SO53 4DR
UK
Security
We have implemented security policies, rules and technical measures to protect the personal data that we have under our control from unauthorised access, improper use and disclosure, unauthorised destruction or accidental loss.
You can check our security details by hovering over or clicking the Comodo logo below;
Complaints
We hope you never have cause to complain about our products or service, but if you do, then please send details via email to sales@kiteshop.co.uk, or contact the Customer Services Manager (see Contact Us above for our contact details).
You will normally receive an acknowledgement within 2 working days of receipt of your complaint, and a full reply within 14 working days. If we cannot respond within this time we will advise you of any delay.
If you are not happy with the outcome, please contact us within one month. The Operations Manager will acknowledge your letter within 7 working days of its receipt, and arrange a review of your complaint. You will be sent a full reply within 14 working days, or be advised of any delay.
If you are still unhappy with the situation, please contact the Operations Manager within one month. Your complaint will then be referred to the company's Managing Director for a final review. You will be sent an acknowledgement within 7 working days of us receiving your complaint, and a full reply will be sent within 14 working days.
