FAQs
Products Requiring Shipment (Elastic, Notions, etc)
I have a question about a product or order requiring shipment
Contact us for more information regarding shipping times, returns and any shipping issues: Support@KinsleyCollins.shop
Orders & Payments
I didn't receive my order download, where can l find it?
You should receive a separate email with your order downloads, usually within a few minutes of completing your purchase. In the case that you do not receive the email, here's what to do:
1. In some cases, your payment is still pending and the order did not go through. If you didn't receive an order confirmation email, the order did not go through. Double check your billing information and try ordering again. If you still are having issues, we recommmend contacting your bank as to why your payment is being declined.
2. Check your spam, junk, and promotions folders. If you're using Gmail, the promotions folder is separate from your regular inbox.
3. Avoid using a school or work email, as some organizations filter messages that include attachments.
4. If you still are unable to figure out the problem, send us an email at Support@KinsleyCollins.shop. You may have mis-typed your email, or our system may have been interrupted. Our customer service department answers emails Monday-Friday, so if you email over the weekend we will get back to you on Monday. Please allow 1-2 business days to receive a response.
My bank shows l was charged, but l never received an order confirmation.
Unless you made it to the confirmation page and received an order number, the order did not go through. If you check with your bank, you will see that the charges are pending. These charges will clear off usually within 1-2 business days. Our payment processor, Shopify Pay, creates pending charges in order to verify your banking details. However, if your card is declined then you will not receive an order confirmation and these charges will clear off.
The most common reasons this happens are (1) faulty billing address or zip code, (2) insufficient funds, or (3) too many payment attempts.
Please contact your bank, as they will be able to tell you the reason for the decline. If you do this and continue to have issues, email us.
I ordered a product requiring shipment. Where can l find more info on that?