FAQ
ORDERS
Where is my order?
You can track your order by clicking on the tracking link provided in your shipping confirmation email. Please be sure to check the estimated shipping timeframes. If your order has not arrived after the amount of days specified simply email us at store@kingdomcity.com and one of our friendly team will follow up with the relevant courier company.
You can track your order by clicking on the tracking link provided in your shipping confirmation email. Please be sure to check the estimated shipping timeframes. If your order has not arrived after the amount of days specified simply email us at store@kingdomcity.com and one of our friendly team will follow up with the relevant courier company.
Can I change my order once it has been placed?
Once orders are received, our team works hard to promptly pack, process and dispatch orders, so as a result, we are unfortunately unable to make amendments or cancellations.
Once orders are received, our team works hard to promptly pack, process and dispatch orders, so as a result, we are unfortunately unable to make amendments or cancellations.
I’ve received incorrect items or my order is missing an item.
Please accept our sincere apologies. If you simply email us at store@kingdomcity.com, we will do our best to resolve the issue as quickly as possible. Please note business hours are Monday-Friday 9am-5pm and the team will be in touch directly on the following business day.
Please accept our sincere apologies. If you simply email us at store@kingdomcity.com, we will do our best to resolve the issue as quickly as possible. Please note business hours are Monday-Friday 9am-5pm and the team will be in touch directly on the following business day.
When is our customer care team available?
Please note business hours are Monday-Friday 9am-5pm and the team will be in touch directly on the following business day following your query.
Please note business hours are Monday-Friday 9am-5pm and the team will be in touch directly on the following business day following your query.
I have received a faulty/damaged item in my order.
Oh no, we are so sorry! We will make every effort to replace the product in a timely fashion or should the item be out of stock, we will issue you a store credit voucher. Simply email a photograph of the faulty product, a short description, and proof of purchase to store@kingdomcity.com and our team will be able to assist you.
Oh no, we are so sorry! We will make every effort to replace the product in a timely fashion or should the item be out of stock, we will issue you a store credit voucher. Simply email a photograph of the faulty product, a short description, and proof of purchase to store@kingdomcity.com and our team will be able to assist you.
Can I collect my order at my church campus?
All orders will be shipped to your preferred address. No physical collection at a church campus or office is available at this time.
All orders will be shipped to your preferred address. No physical collection at a church campus or office is available at this time.
What methods of payment do you accept?
We accept all credit cards, debit cards, and Kingdomcity Online Store Gift Cards.
We accept all credit cards, debit cards, and Kingdomcity Online Store Gift Cards.
SHIPPING
I have placed an order. When will it be dispatched?
Please allow up to 3 business days for us to process your order before it is dispatched. Any orders placed over the weekend will be dispatched within 3 business days.
Please allow up to 3 business days for us to process your order before it is dispatched. Any orders placed over the weekend will be dispatched within 3 business days.
How do I know my order has been shipped?
Once your order has been shipped, you will receive an email notification with tracking information. Simply click on the link and you’ll be able to stay up to date with the status of your shipment. If you have any questions or concerns just email us at store@kingdomcity.com and one of our friendly team will be able to assist you.
Once your order has been shipped, you will receive an email notification with tracking information. Simply click on the link and you’ll be able to stay up to date with the status of your shipment. If you have any questions or concerns just email us at store@kingdomcity.com and one of our friendly team will be able to assist you.
What happens if my shipping address is incorrect and the order has already shipped?
So sorry to hear that, mistakes do happen. We are committed to customer satisfaction and will do our best to help you resolve the issue. Unfortunately, if the delivery address has been entered incorrectly or incompletely and the product has already been shipped, we recommend you contact the postal service or courier company to see if they would be able to redirect your package. If the package is returned to us, we are happy to re-ship it to your correct address, with additional shipping costs at your own expense.
So sorry to hear that, mistakes do happen. We are committed to customer satisfaction and will do our best to help you resolve the issue. Unfortunately, if the delivery address has been entered incorrectly or incompletely and the product has already been shipped, we recommend you contact the postal service or courier company to see if they would be able to redirect your package. If the package is returned to us, we are happy to re-ship it to your correct address, with additional shipping costs at your own expense.
What happens if no one is home to receive my delivery?
That shouldn't be a problem, but we recommend checking with the courier company for their terms of delivery. Delivery guidelines from the local courier company may apply. Some will make attempts to deliver your parcel at a convenient time, others may leave the parcel in a safe place that is convenient for your collection.
That shouldn't be a problem, but we recommend checking with the courier company for their terms of delivery. Delivery guidelines from the local courier company may apply. Some will make attempts to deliver your parcel at a convenient time, others may leave the parcel in a safe place that is convenient for your collection.
RETURNS
Can I return my order?
All sales are final. Should any issues occur, you can reach out to us at store@kingdomcity.com.
All sales are final. Should any issues occur, you can reach out to us at store@kingdomcity.com.
Please note: all discounted items, conference-related merchandise, downloaded products and jewellery cannot be refunded.
Can I return an item that I bought on the Kingdomcity Online Store at my local church campus?
Unfortunately, all returns must go directly through the Online Store and cannot be processed at local campuses. Simply email store@kingdomcity.com and our team will be in touch with you.
Unfortunately, all returns must go directly through the Online Store and cannot be processed at local campuses. Simply email store@kingdomcity.com and our team will be in touch with you.
Is there anything I can't return?
All discounted items, conference-related merchandise, and downloadable products are final sale and non-refundable. Due to hygiene considerations, jewellery and coffee cups are non-refundable as well.
Can I exchange my item?
Unfortunately, we don't offer exchanges on orders. If you would like a different size or colour, you may return your unwanted item and place a new order. Please refer to our refund policy above.
ACCOUNTS
Will you keep my username and password?
No, we won’t – it’s in your best interest to keep your username and password safe and known only to you. Kingdomcity Global Ltd is indemnified and released for use of these credentials by any person (authorised or unauthorised).
No, we won’t – it’s in your best interest to keep your username and password safe and known only to you. Kingdomcity Global Ltd is indemnified and released for use of these credentials by any person (authorised or unauthorised).
How do I unsubscribe from your mailing list?
We’ll be sad to see you go, but should you like to unsubscribe, simply scroll to the bottom of an email you have received from us, click the ‘Unsubscribe’ button and follow the prompts.
We’ll be sad to see you go, but should you like to unsubscribe, simply scroll to the bottom of an email you have received from us, click the ‘Unsubscribe’ button and follow the prompts.
I need to delete my account.
No worries, simply email us at store@kingdomcity.com and we will assist with deleting your account.
No worries, simply email us at store@kingdomcity.com and we will assist with deleting your account.