Frequently Asked Questions
Below you’ll find answers to frequently asked questions regarding orders, delivery, care, and services. Should you require further assistance, our Client Advisors are always available to help.
Ordering
How can I purchase products from your collections?
A selection of our products are available to purchase online through or website and select boutiques. If you're interested in a particular item you've seen that isn't showcased online, please reach out to a Client Advisor for more information.
Are all items available online?
While we strive to showcase our most popular products online, certain limited-edition or bespoke items may be available only in select boutiques or through custom orders. For specific enquiries, please contact us.
Is it necessary to create an account to place an order?
It is not necessary to create an account, but we highly recommend it, as it allows for a more personalised experience, including order tracking, exclusive updates, and an opportunity to build your purchase history for limited-edition offerings.
Can I amend my order after it has been placed?
As each piece is prepared individually for its recipient, orders cannot ordinarily be amended once confirmed. Should an error occur, kindly contact the House immediately and we shall do our utmost to assist.
Which payment methods are accepted?
We accept major credit and debit cards, including Visa, MasterCard, and American Express. In addition, certain digital wallets like Apple Pay may be supported in select markets.
Shipping & Delivery
What are your delivery options?
We offer complimentary express shipping on all orders to a number of countries. Delivery fees and times may vary based on location and local couriers.
Do you ship internationally?
Yes, we provide international shipping to most countries. Shipping fees and times vary by destination.
How long will my order take to arrive?
Orders are typically prepared and dispatched from our Palm Beach office. The House also maintains a studio in London, and depending on the piece and its destination, certain orders may be fulfilled from either location.
We offer complimentary express delivery to select destinations worldwide.
United States: Delivery typically arrives within 2–3 business days.
International: Delivery typically arrives within 3–5 business days.
Please note that pieces crafted from CITES-controlled exotic materials may require additional processing time. Delivery timelines can vary according to the destination country and the time required for regulatory approvals and customs formalities.
All parcels are sent via secure express courier and require a signature upon delivery. Delivery times are indicative and may vary slightly depending on destination.
Should you require delivery on a specific date, or wish to make alternative arrangements, we would be pleased to assist. Kindly contact our Client Services team, and we will do our utmost to accommodate.
Will I need to pay customs duties or VAT on international deliveries?
For many destinations, including the UK, EU, duties and taxes are included in the final amount displayed at checkout. In these cases, the price shown at checkout is the total payable, ensuring your parcel arrives without any unexpected customs charges.
For destinations where duties and taxes cannot be prepaid, any applicable import charges are determined by the destination country and may be payable upon arrival.
Should you wish to confirm the arrangements for your location, the House would be delighted to assist prior to dispatch.
Can items made of exotic skins be shipped internationally?
In most cases, yes. We work closely with the Office of Management and Authority of the U.S. Fish and Wildlife Services (FWS) and local agencies in the receiving country to ensure all CITES (Convention on International Trade in Endangered Species of Wild Fauna and Flora) regulations are closely followed. All items made from protected species will include an official CITES import and and export certificate to ensure trade is legal, sustainable, and doesn't threaten species survival. All associated costs are included, but please note that orders containing pieces made of exotic skins that are to be delivered outside the USA, may take several weeks to months to process and be delivered.
Gifting & Personalisation
Can I include a personal message with my gift?
Yes. We offer the option to include a personal handwritten note with your order. Simply enter your message in your cart before checking out or let your dedicated Client Advisor know you’d like to send a message with your order and we’ll ensure it’s penned with care and enclosed in our signature stationery.
Will my order be gift wrapped?
Yes. Every order, whether intended as a gift or a personal indulgence, is presented in our signature purple box, tied with ribbon and accompanied by a certificate of authenticity. Every recipient, human or hound, deserves the pleasure of an elegant unboxing.
Will there be a receipt included in the gift?
No payment details will be included in the parcel unless specifically requested. A discreet gift receipt may be enclosed upon request, omitting all pricing while allowing for a smooth return or exchange.
For all orders, the certificate of authenticity and product documentation are enclosed with the gift, while the final page (which includes the amount, payment information, and billing details) is sent separately to the purchaser.
Can I schedule delivery for a specific date?
We do our utmost to accommodate timed gifting. If you have a preferred delivery date, please contact us in advance and we’ll make every effort to arrange this.
Can my recipient exchange or return a gift?
In most cases, yes. Gifted items that have not been personalised may be exchanged for another piece or converted to store credit, valid for up to 12 months. We do not offer refunds to gift recipients; full refunds may only be requested by the original purchaser.
To be eligible for exchange or credit, items must be unused, in their original packaging, and within our standard returns period. The recipient may contact us directly with the order reference, and our team will be pleased to assist, personally and discreetly.
Do you offer personalisation?
Yes. Some pieces such as dog charms can be personalised with initials, a name, or other information. To find out more about personalisation, please visit our Private Commissions page or contact your dedicated Client Advisor.
Maintenance & Repairs
Do you offer a repair services?
Yes. We offer a dedicated repair and refurbishment service for most pieces purchased from our house. Each request is assessed individually by our atelier to determine the best course of action. Please visit our Maintenance & Repairs page for more information.
What types of repairs can you accommodate?
We can assist with reconditioning leather, replacing hardware, restitching, or refinishing certain personalised details. For more extensive restoration, our artisans will review the piece and advise accordingly. Please visit our Maintenance & Repairs page for more information.
Is there a fee for repairs?
Basic repairs may be complimentary within a certain time frame after purchase. For more extensive work, a quotation will be provided before any service is undertaken. Please visit our Maintenance & Repairs page for more information.
How do I request a repair?
Please contact us with your order number, photos of the item, and a brief description of the issue. Our team will guide you through the next steps.
Returns & Exchanges
What is your return policy?
We hope you are delighted with your order. However, should you wish to arrange a return or exchange, we will be pleased to assist.
You may request a refund within 14 days of delivery, or an exchange within 28 days. All returns must be sent in original condition, including the signature purple box, documentation (such as the certificate of authenticity), and all accompanying materials. All exchanges are subject to availability at the time of request.
If the item was a gift, the recipient may exchange it for a piece of equal value. Refunds, however, may only be issued to the original purchaser.
Please note, personalised or special-order pieces including engraved charms and stamped leather goods are not eligible for return or exchange.
How do I initiate a return or exchange?
To begin a return, simply contact our Client Services team with your order details and a brief description. A member of our team will respond personally with next steps. We offer complimentary returns in many countries. Pleas contact us for more information.
Returns must be dispatched within 14 days of confirmation, using the courier and label provided. Should you prefer to use your own shipping service, please note that Chloe King London cannot accept responsibility for parcels that are lost, delayed, or misdirected in transit. All return shipping costs, insurance, and handling fees will be the responsibility of the sender in that case.
Can I exchange an item for a different size?
Yes, subject to availability and our returns and exchanges policy. Exchanges are processed once the original item is received and inspected. To ensure the replacement is reserved, please notify us promptly.
Privacy & Security
Do you share my information with third parties?
We value your privacy and do not share your personal information without consent, except as required by law. For further information, please visit our Privacy Policy.
Is my payment information protected?
Absolutely. Payments are processed through certified, encrypted gateways.
Need further assistance? We would be delighted to answer any questions you may have.