Common Kipling Customer Questions

My Account

You need to log into your account online using your existing password, pop to the Personal Data section and you will be prompted to put your old and new password in. Click the confirm button when this is done.

Please make sure you use the same email address which you used while placing the order. Please ensure the order number is correct. Alternatively, you can track the order directly on the carriers’ website using the tracking number.

Please keep in mind, that passwords are case sensitive. When you still have trouble logging in, we suggest you click the ‘Forgot Password’ button to get an automated password. You can change the password again in the Personal Details section of your account

Please check if you created a Kipling Online account when ordering. Maybe you checked out as a guest? Please make sure you are using correct login details. Please bear in mind, that passwords are case sensitive. Should you still struggle to do your return, please contact us to obtain a returns label.


Care instructions for leather bags: Our leather products have been made with care from genuine high quality leather. The leather texture is naturally generated and will develop a rich patina over time. Any variations in the colour and grain are a result of the natural characteristics of the leather. Care should be taken when wearing light coloured garments to prevent colour 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. 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. When your fabric bag is combined with leather, avoid moistening the leather when cleaning.

Please send us a query using the ‘Contact us’ section. We will try to find the answer.

Do you have a monkey named X – Can I order it

Which monkey comes with the bag X

My bag came without monkey – I want a replacement.

Where can I get an older product from

Stock varies between stores and online. What you see in store may not be what you see online and vice versa. The Kipling retailers or franchisee and website only stock the latest ranges. The item you are looking for might belong to an order line. Please contact us and we will try to find the item or an alternative for you.


Placing an Order

Please make sure you created a Kipling Online account. Accounts are only ever created if you choose to do so when placing the order. We do offer an option to checkout as a guest, when an account is not being created. Please make sure you are using correct login details. Please bear in mind, that passwords are case sensitive. If you have forgotten the password, you can click the ‘Forgot Password’ button and an automated password will be emailed to you.

Why can’t I add the item I want to my basket Why isn’t colour X showing on the website I can’t log into my account to place an order.

Payment & Billing

We recommend you to contact your bank to check why the payment has been rejected. Please contact us when you have further questions.

Please contact us to describe the error you are getting. If possible please send us a screenshot of the error message,
via Contact us

Please contact us to check the order status.


Kuwait: Within 3 working days.

Details of the courier will be shared with you, based on your region & delivery schedule, once you confirm your order on the website.

The shipment will be returned back to couriers nearest facility, a call will be given again next day for the delivery.

A courier service will return a parcel to us when they are unable to deliver or when you refuse the parcel. Please let us know if you would like us to redeliver the parcel to an alternative address or if you would like us to refund you the money.

You can contact courier call center.


Please contact us and we will try to find the best solution for you.

Yes, you can definitely return the order in any Kipling stores across the UAE, Kuwait or Bahrain by providing a copy of the transaction receipt & a valid ID card. Please follow the return instructions in our Return Policy.

Follow the instructions online and arrange collection or drop the parcel off. The instructions are also on the paperwork that arrived with the order.

14 days from date of shipment

Please contact us, we will post a return label to you.


Please contact us and let us know the details of the purchase, product & the damage (with pictures). We would also appreciate if you could email us all the details to Kipling.Support@JASHANMALGroup.Com


No, we do not offer refund against any transactions performed on the Kipling website. You can however, exchange the product within 14 days from the shipment. Unless the exchange is due to a faulty product or an operational lapse from our side, you will be charged for the courier fees.

Customer Experience

We value all feedback. We would ask you do send us your feedback using the ‘Contact us’ section. Please describe your experience and let us know any relevant details like store name and location, the item you purchased and when you visited the store. We will escalate the issue.