HELP CENTRE

We know you are excited to receive your Kyloe shades and want them as quickly as possible, so once you have placed your order we get to work processing and packing it, ready for it to be dispatched.

Standard Processing times are 2 - 4 business days.

Priority Processing times are 1 - 2 business days.

At busy times (after national holidays etc) this may be extended slightly.

Our warehouse team take a much deserved break on weekends and UK national holidays, so there will be no deliveries sent out on these days.

If you're in a hurry, be sure to select
“Skip the Queue – Priority Processing”
when adding the product to your cart
(this can be found on every product page).

This bumps your order to the front of the line so we can get it packed and shipped faster.

Once your order is placed, we’re unable to make changes as our team moves fast
to get your orders out the door!

If you choose our "Priority Processing" option your order gets bumped to the front of the queue and processing times will be alot quicker (usually 1-2 business days).

This means you will receive your shades alot quicker than standard processing. Why wouldn't you?

We are a proudly Scottish company and all orders are shipped from our Glasgow warehouse.

Yes! International orders are accepted.

However please note that very occasionally these orders can face delays at customs.

EU ORDERS:
All EU orders are inclusive of import duties / taxes and will not be subject to additional charges (unless your order value exceeds a value of €150). If you have been faced with additional charges on orders below this amount please email us. hello@kyloeinthewild.com

If your address is not within the UK and your purchase is over €150 then you may incur customs charges. If you refuse to receive your order you will be eligible for a €30 processing fee which will be deducted from your refund.

ROW ORDERS:
If your purchase is from the rest of the World we advise that you check with your local customs office for any possible charges prior to ordering.

Shipping / Handling costs are dependent on the weight of your order, the number of items contained within your order, the speed of service and the destination location.

Shipping information including delivery method and estimated delivery times can be found at Checkout.

The shipping times below are estimated only and may increase due to high volume orders:

UK
- Standard Shipping / Handling : 3 - 5 business days
- Signed For Shipping / Handling : 1 - 5 business days

Europe
- Express Shipping / Handling : 2 - 5 business days

USA
- Express Shipping / Handling : 2 - 5 business days

Australia
- Express Shipping / Handling : 3 - 7 business days

Canada
- Standard Shipping / Handling : 10 - 25 business days
- Tracked Shipping / Handling : 7 - 20 business days

** WE HIGHLY RECOMMEND CHOOSING TRACKED SHIPPING FOR YOUR ORDER **

Once your order has been placed, we're unable to change the shipping method. Our warehouse team works quickly, so your order is likely already being processed. We know that’s not always ideal - but it’s how
we get your items out the door fast!

Please check the shipping address on your order confirmation email.

Shipping addresses need to be entered correctly at checkout. Please make sure to double check all shipping addresses before purchasing. 

If you entered an incorrect address and your order has already shipped, we accept no responsibility. We will not be liable for packages going to an address that was entered incorrectly.

If you have entered the correct details and have still not received your order after the maximum shipping time please fill in the form at the bottom of this page.

First off, we are so sorry about this.

Once your order has left our hands, it’s in the care of the postal service - and while they usually do a great job, delays can occasionally happen.

If you paid for tracked shipping, we recommend checking your tracking info
first and contacting Royal Mail directly for updates.

Still need help? Just fill in the form at the bottom of this page and we’ll do our best to assist!

All UK orders over £75 ship for free (standard shipping).

The Free Shipping offer is only valid in the UK.

I'm so sorry to hear you received the wrong pair of sunglasses.

If your items arrived damaged or you received an incorrect item, please contact us on hello@kyloeinthewild.com with the following details:

- Your order number
- The product you received
- The product you expected

We’ll send out the correct sunglasses as quickly as possible and include a prepaid returns label. If you're happy to pop the incorrect pair back to us, we’d really appreciate it.

Thanks again for your patience, and our sincere apologies for the mix-up.

We're sorry to hear something was
missing from your order.

Please drop us an email at hello@kyloeinthewild.com with the following
details:

- Your order number
- The item that’s missing

We’ll look into it straight away and make sure
the missing item is sent out to you as soon as possible. Thanks for your understanding, and sorry again for the hassle.

If you need to cancel your order, please contact our customer support team on hello@kyloeinthewild.com as soon as possible. We’ll do our best to cancel it before it ships.

Please highlight “cancellation” in your email subject to help us handle your request faster.

* If your order has already been shipped, we won’t be able to cancel it - but you can
still return it once it arrives.

If you need to change your shipping address please follow these steps and we will do our best to help:

Contact our customer support team [hello@kyloeinthewild.com].

Use “address change” in your message subject.

Include your order number and updated shipping address.

* Please remember: Shipping addresses need to be entered correctly at checkout. If your order has already been shipped,
we can’t make any changes or cancellations and accept no responsibility.

Please contact us on hello@kyloeinthewild.com with your 2 order numbers.

We will try our best to accommodate you, however if an order has already been shipped there’s not much we can do I’m
afraid.

If you have accidentally placed a duplicate order, please contact us via email so we can assist with cancelling and refunding one of the orders.

Please note: If the order has already been shipped, you will need to return it before a refund can be issued.

One discount code is allowed per order.
Discount codes are to be used in good faith. We reserve the right to cancel and refund your order if they are abused.

Returns: Not happy with your purchase? We understand and offer a hassle-free, full refund on products returned within 30 days of purchase.
Please send them back to our team, ensuring they are unused and in their original packaging, to the address:
Kyloe In Wild. 9 Bleasdale Court, South Ave, Clydebank, G81 2LE. Scotland 
Make sure to include a note of your order number and reason for your return.
Once we have received, and quality checked them, your refund will be processed which can take a few days.

- Returns may be made via your choice of carrier at your cost. 
- Returned items are your responsibility until they reach us, please make sure they’re packed up properly and cannot get damaged on the way back to us.

Exchanges: If you wish to exchange any item purchased, there will be a processing fee of £6. This covers restocking and postage, and also allows us to continue to provide the best offers! We are only a small business and hope you understand. Just drop us an email to hello@kyloeinthewild.com including your full name and order number and we’ll get it sorted.
Please note items are required to be returned in the original packaging, unused and with no signs of wear.

* Shipping / handling charges are non refundable *

Not happy with your purchase? We understand and offer a hassle-free, full refund on products returned within 30 days of purchase.

If you wish to exchange any item purchased, there will be a processing fee:
Europe: €20
Rest of the Word: $25

This covers restocking and postage, and also allows us to continue to provide the best offers! We are only a small business and hope you understand.

Just drop us an email to hello@kyloeinthewild.com including your full name and order number and we’ll get it sorted.

Please note items are required to be returned in the original packaging, unused and with no signs of wear.

- Returns may be made via your choice of carrier at your cost. 

- Returned items are your responsibility until they reach us, please make sure they’re packed up properly and cannot get damaged on the way back to us.

* Shipping / handling charges are non refundable *

Return to:
Kyloe in the Wild, 9 Bleasdale Court, South Ave, Clydebank, Scotland. G81 2LE

Please return any items in the original packaging, unused, and include your full name and order number.

Once we receive your return, we will process it within 2 working days.

If you have requested an exchange, the new item will be shipped as soon as the return has been checked.

Refunds can take up to 14 working days to show in your account.

The Kyloe Guarantee covers your sunnies for life from date of purchase.

The Guarantee does not cover lens damage, loss or theft (yes people will steal them as they are so amazing!).

Find out more here >

Polarized lenses reduce your eyes’ exposure to reflected light.

They reduce glare, enhance contrast and optimise clarity.

Their UV400 protection blocks 100% of harmful UVA / UVB rays.

Polarised lenses also decrease your need to squint, leading to fewer headaches and less eye strain.

PRO 2 is our original Polarised lens technology with Glare-reducing, UV Protection.

- UV400 protection blocks 100% of harmful UVA and UVB rays.
- Anti-Reflective
- Glare-Reducing
- Category 3

ULTRA lenses are the most advanced lens technology, manufactured from industry-standard polycarbonate . They offer superior clarity, and durability.

Impact Resistant: These lenses have the strongest impact resistance of all our current lens types and can protect the eyes from impact.

UV400 protection: UV 400 is the highest level of protection your sunglasses lenses can have. These lenses block 99-100% of harmful rays from the sun to keep your eyes safe. 

- Superior optical clarity
- Scratch resistant
- No peeling 
- No disintegration in salt-water
- Impact Protection
- Category 3

ICE* lenses are our most advanced Nylon lenses, engineered to offer superior diamond grade optical precision. They minimise distortions and aberrations, ensuring that the wearers vision remains sharp and accurate across the entire lens surface.

Why Nylon: Nylon is lighter than many other materials. Nylon is also more flexible than other lens materials which adds to their durability and tenacity, which is beneficial for both the longevity of the sunglasses and comfort.

The combination of high-quality Nylon, advanced coatings, and precise manufacturing in our ICE* lenses help to ensure that any chromatic aberration is kept to a minimum, providing a clear and comfortable visual experience over long periods of time.

ICE* lenses are designed to minimise colour distortion, providing a natural and accurate representation of colours.

UV400 protection: UV 400 is the highest level of protection your sunglasses lenses can have. These lenses block 99-100% of harmful rays from the sun to keep your eyes safe. 

- Diamond Grade Optical Precision
- Low Rainbow Effect
- True Colour Fidelity
- Lightweight Comfort over Long Periods 
- Impact Resistant
- Internal Anti-Reflection
- Category 3

Unfortunately at this moment in time we cannot offer prescription lenses.

Polarised sunglasses should be worn whenever you’re outside.

UV light can penetrate cloud cover so even on cloudy days polarised sunglasses should be worn.

Our sunglasses are engineered with a unique soft touch coating that help eliminates slippage, even when sweating buckets.

Paired with our special rubber grip behind the ear, it makes Kyloe sunnies so comfortable you will forget you are wearing them.

Our shades can endure the most extreme conditions and won't budge, guaranteed!

Made with a strong, flexible material and a unique, velvety-soft touch surface, Kyloe frames are engineered to be ultralight, extremely durable and stay-put, no matter what sport you're doing.

We are striving for more sustainable products, starting with our frames. Our frames are made from post consumer, recycled materials.

If you would like anymore information on this please don't hesitate to send us a message at hello@kyloeinthewild.com

We don't want to spoil the surprise, but you will receive a pair of our zero-slide, polarised shades and we promise you will love them!

- There is only one design of Mystery Shades at a time.

- The design will change every 1-2 months.

You have to buy a full priced pair of Kyloe Shades. This is not a cheap pair of shades that you can just buy on their own! ;-)

NO! Our Mystery Shades are a extra special add on deal and are not part of the Buy 1, Get 1 Free offer.

Due to the amazing value of our Mystery Shades they cannot be returned or replaced.

If you want to keep your sunglasses in excellent condition (and we
are sure you do) then we would recommend the following:

1) Gently blow off any dust / particles from the lenses before cleaning.

2) Gently rinse lenses with water (not too hot).

3) Use a microfibre cloth or pouch provided to dry, no other material.

4) Do not use any screen cleaners on the lenses.

5) Keep them in the pouch provided (or sunglasses case) at all times when not in use.

Kyloe lenses have a scratch resistant barrier but are not scratch proof. We recommend always keeping your shades in the microfibre pouch provided to make sure they stay at their best.

• DO NOT Throw them in your bag, shove them in a pocket or leave them face down on any surface!
• DO NOT Even think about using your t-shirt to clean them!
• DO NOT Allow salt water or chlorine to sit on your lenses for too long without rinsing or cleaning them. Both chlorine & salt water damage the lens coatings over time.
• DO NOT Use glass cleaners (they can damage the lens coatings)
• DO NOT Use paper products or abrasive materials on the lenses.
• DO NOT Expose your shades to extreme heat or chemicals.

It’s okay if your Kyloe lenses take a dip in the pool or sea, but it is recommended to avoid submerging your shades in any liquid (especially oily chemical based ones). If they do take a dip, you should rinse them with tap water straight away and dry with the microfibre cloth provided.