Help

Are you on social media?

Yes, find us @kyloecreations on Instagram, Facebook and YouTube!

Do you have a blog?

Yes! Follow what we are up to behind the scenes, with new products, tips and tutorials on our blog page.

How can I get in touch with you?

You can use the contact form on our website (which sends us an e-mail).

You can e-mail us at moc.s1719602965noita1719602965erceo1719602965lyk@s1719602965eiriu1719602965qne1719602965

We read e-mails several times a day.

Or, you can use the live chat messaging feature (the green button at the bottom right corner of the screen).

This gets you through to us directly when we are online (typically M-F 10am-8pm, UK time).

Who owns Kyloe Creations?

Kyloe Creations is a family-owned creative business founded by the husband and wife team Adam & Katherine West.

Where are you based?

We are based in the West of Scotland and create everything in our home studio. 

Our postal address for all correspondence and returns is

Kyloe Creations

Office 2/3

48 West George Street

Glasgow

G2 1BP

I have an idea for a product. Can you make it for me?

Sure. Whether it is a new product, a custom or corporate requirement, or bulk discounting. Get in touch at moc.s1719602965noita1719602965erceo1719602965lyk@s1719602965eiriu1719602965qne1719602965 and we will see if it is something we can do for you.

Do you use single-use plastics?

No. We avoid the single use of plastics where possible. We have worked hard to identify the most ethical suppliers, sustainable materials and internal processes. We reuse and recycle any essential plastic packaging we receive from our suppliers. Our products do not contain single use plastics and we do not use single-use plastic bags or tape in our packaging.

Where does your wood come from?

Our bamboo products use MOSO bamboo that is either a pale beige (natural) or a warm colour (caramel), which is the result of baking the bamboo. Both types are hard and durable, very stable, hypoallergenic and fire resistant.  Bamboo is an incredibly renewable and versatile crop. Although it’s tough like wood, it’s actually a type of grass and some species can grow by over a metre a day. The crop requires very little water and doesn’t need to be sprayed with pesticides or fertilisers to grow. Bamboo is a superb carbon capture material. We love working with it.

Our oak products are crafted from high quality A/B grade oak veneered MDF. This is better than using only oak as it is both more sustainable and a more stable product that is less prone to warping and cracking. The MDF is FSC certified but the veneer itself is not, due to the nature of how the product is sourced. Our supplier will switch between about twenty different sites across Europe in order to not over stretch a particular species of oak. This can be from Spain to Finland and for obvious reasons because the sources are so varied they are unable to provide the required information to be PEFC or FSC certified. We are assured that every effort is made source well managed oak sustainably.

Our poplar plywood products use high-quality AB/AB grade Italian Panguaneta poplar. Poplar is a cultivated wood that grows quickly, which makes it a very sustainable product. This wood is PEFC certified. We use poplar as it is lighter than other plywoods, which is a benefit for hanging decorations, for example. The wood also has very little grain, which allows for a very clean aesthetic for certain products.

Do you use harsh chemicals to finish your wood products?

No. We do not use petrochemical products like varnishes or thinners with high levels of volatile organic compounds (VOCs). This protects us in our home studio, and you as the end user as VOCs continue to evaporate over time. All of our wood products are finished with a traditional blend of natural oils and beeswax for a soft natural finish. This is the way it has been done for centuries.

How do you package your products?

We are an ethical company and strive to reduce waste, reuse materials and source sustainable packaging. We use recycled cardboard and brown paper tape to package our products (you might find some reused cardboard in your packaging if you look close enough!). Sustainable acetate ribbon is used in gift wrapping, which is made from biodegradable cellulose (manufactured from waste wood pulp). We do use an outer plastic mailing bag to protect gift wrapped items, which especially important in winter months. Our mailing bags are made from recycled plastic and can be recycled again either in your domestic refuse collection or when you go to the supermarket. We do not use single-use plastic packaging bags or tape.

How safe are your resin products?

We use epoxy resin in some of our products because it has a unique ability to create magical and colourful pieces of art. We are comfortable using it because it will give pleasure for many years. Regarding safety, not all resins are equal. We use Craft Resin, an epoxy that has minimal odour, is non-toxic, and is free of VOCs & solvent materials. We have not had any issue with odours. Once fully cured, this is a rock hard, scratch resistant resin with no chemical smell. It is inert and safe for food contact. It’s been rigorously tested against global standards and won’t leach substances into food. You can be confident it will not cause any allergies or contact dermatitis when handled. 

Do you offer free shipping in the UK?

Yes, we offer free tracked shipping for all orders within the UK. It is the Royal Mail Tracked 48 service. You don’t have to worry about additional postage charges at the checkout.

Can I track my order?

Yes, we provide free tracked shipping for all orders within the UK. You will receive a tracking number by email once your order is shipped.

Can I upgrade to faster postage in the UK?

Yes, UK customers can upgrade to Royal Mail Tracked 24 or Special Delivery by 1pm for faster postage. You can see how much these cost in our shipping policy. You will see the option to upgrade your postage during the checkout process.

How long does it take to ship my order?

We ship in-stock items within 1-2 business days. The shipping time will depend on the postage option you have selected. The free postage we offer is expected to arrive within two working days, but this is not a guaranteed service and may take longer during holiday periods.

What packaging materials do you use?

We are an ethical company and strive to reduce waste, reuse materials and source sustainable packaging. We use recycled cardboard and brown paper tape to package our products. Sustainable acetate ribbon is used in gift wrapping, which is made from biodegradable cellulose (manufactured from waste wood pulp). We use an outer plastic mailing bag to protect gift wrapped items, which is made from recycled plastic and can be recycled again. We do not use single-use plastic packaging bags or tape.

Do you ship internationally?

Yes, we ship worldwide. The shipping cost and delivery time will depend on your location. Please contact us for a quote if you wish to use a courier service.

What are your shipping rates for international orders?

We use the UK Royal Mail for international shipping, which offers the most affordable postage rates for a good service. The exact shipping cost will be calculated during the checkout process based on your location (Royal Mail zone). You can look at the current prices before you order in our shipping policy.

How can I find out which Royal Mail zone I am in?

Find out what Royal Mail zone you are in at http://www.royalmail.com/world-zones

How long does it take to ship my order?

We ship in-stock items within 1-2 business days.

How long does international shipping take?

Royal Mail states that the expected shipping times are 3-5 days for Europe and 5-7 days worldwide. However, please allow additional time for customs delays or regional strikes.

Can I track my order?

Yes, if you choose the International Tracked & Signed option when you checkout. Note that we have found the tracking information to be poor once the package has left the UK. This option does give you piece of mind that the package has been shipped and is on its way to you.

Can I use a courier service for international shipping?

Yes, we can arrange this for you. If you prefer to use a courier service like UPS, FedEx, DHL, or DPD for international shipping, please contact us with your address and the items you wish to order. We will provide you with a quote and expected delivery dates.

What packaging materials do you use?

We are an ethical company and strive to reduce waste, reuse materials and source sustainable packaging. We use recycled cardboard and brown paper tape to package our products. Sustainable acetate ribbon is used in gift wrapping, which is made from biodegradable cellulose (manufactured from waste wood pulp). We use an outer plastic mailing bag to protect gift wrapped items, which is made from recycled plastic and can be recycled again. We do not use single-use plastic packaging bags or tape.

Can I request a proof image of my engraving layout before I order it?

Of course. Get in touch via the live chat, contact form or e-mail moc.s1719602965noita1719602965erceo1719602965lyk@s1719602965eriuq1719602965ne1719602965 with details of the item(s) you wish to order and the engraving message you are thinking of. We can send a proof image of your engraving at no charge. Please note that requesting a proof may add extra processing time to your order.

I need to send a gift. Can I send it directly to the recipient and can you gift wrap it for me?

Yes, you enter a different delivery address from the billing address, so no need to re-post your gift.
Yes, we provide gift packaging for all orders, free of charge! Your items will be beautifully packaged, ready to be gifted.
We do not use gift wrapping paper, as it not a sustainable choice. You items will packaged in a sustainable gift box with a ribbon and bow or in a gift envelope, depending on the size and quantity of the items in your order. You can find photos of the gift packaging for each item in our store.

Can I change or cancel my order?

If you need to change or cancel your order, please contact our friendly customer service team as soon as possible. We will do our best to accommodate your request.

Get in touch via the live chat, contact form or e-mail moc.s1719602965noita1719602965erceo1719602965lyk@s1719602965eriuq1719602965ne1719602965 with your order number and what you need to fix. 

Can I shop with Euros or Dollars?

Yes. If you live in the United States, Canada, European Union, Australia or New Zealand, you can pay in your local currency for your shopping convenience. The prices you pay are the same as for UK, using the current day exchange rate. All other countries will be shown the price in GBP £ Sterling. We don’t apply any surcharges because of where you are from.

Do you offer any discounts?

We want you to have great value as well as quality, so the prices you see on kyloecreations.com are the lowest prices we can offer. We occasionally offer discounts and promotions, usually on new products and to repeat customers. These offers will be made exclusively via our Newsletter, which you can sign up to at the bottom of this page.

What payment methods do you accept?

We accept various payment methods. These include a wide range of credit/debit cards such as Visa, Mastercard, AMEX, Discover, etc. We also accept payments via Apple Pay, Google Pay or PayPal. You can choose your preferred payment option during the checkout process.

Are your payments secure?

Yes. We do not handle any of your payment details. All card payments are handled by the Woocommerce platform, as found on millions of e-commerce sites around the globe. Payments via Apple Pay, Google Pay or PayPal are manged by each of those platforms independently. Each method is completely secure.

Is my data like my address safe?

Yes. You can read more about we handle your data in our privacy policy.

What should I do if there are issues with my order?

If you encounter any issues with the website, or completing your purchase, then please get in touch as soon as you can. If you have a problem with delivery or damaged goods, please contact our friendly customer service team as soon as possible. We will do our best to make things good.

Get in touch via the live chat, contact form or e-mail moc.s1719602965noita1719602965erceo1719602965lyk@s1719602965eriuq1719602965ne1719602965 with your order number and what you need to fix. Alternatively, you can reply to your order confirmation email.
We understand that things go wrong sometimes, so let us fix it for you.

We want you to have an excellent experience with us, but we understand that things go wrong sometimes. Let us resolve your issues to your satisfaction before you write a review of our products or services.

Can I change or cancel my order?

If you need to change or cancel your order, please contact our friendly customer service team as soon as possible. We will do our best to accommodate your request.

Can I return my order?

Non-personalised items can be returned (for any reason) for a full refund within 14 days of receipt. It must be in its unopened, original packaging. We do not cover the return postage fees. Please e-mail us at moc.s1719602965noita1719602965erceo1719602965lyk@s1719602965eiriu1719602965qne1719602965 with your order number and the item(s) you wish to return. 

If the item is personalised in any way, we will not be able to accept a return, as stated in our terms of service.

My order hasn’t arrived. What are my options?

We are sorry your order has not arrived. Please contact us as soon as possible and we will track down what has gone wrong. If we cannot easily track down the original order, we will either offer you a replacement or a refund. A full refund or replacement may be granted only if an item is more than 10 working days late (UK) or 20 working days late (International), as stated in our terms of service. We cannot be held responsible for delays caused by the courier or regional strikes that are outside of our control. Postage times during Christmas and postage/transportation strikes may be considerably longer than shown.

My order is damaged. What are my options?

We are sorry to hear this. Please contact us as soon as possible and we will resolve this for you! We will either offer a replacement or refund for items that have been damaged in transit or are unreasonably defective. Please refer to our terms of service about reasonable variations in natural wood materials and epoxy resin pours. 

How long does it take to receive a refund?

Once we receive your returned item, we will process the refund typically within 3-5 business days. You will receive a confirmation e-mail of your refund. The time it takes for the refund to reflect in your account may vary depending on your payment method and bank.