KitTags Frequently Asked Questions

What are KitTags made of

KitTags are made of nylon woven webbing, similar to that used in car seat belts.  Click here for a video on how they’re made and why they’re so tough 

How tough are KitTags

Here’s a picture of a 20kg dumbbell hanging from a KitTag – we’re holding it by the webbing.

How long do they last?

This set was made for our son in 2015 and is still going strong – it’s been to Slovenia (x2), France (x4)  & Italy (x2), including being lost in Europe (he used it as a key recognition feature for Alitalia), plus regularly on a school bag.

Embroidery

We use a dark blue polyester based thread, which looks smart. Please note that the characters will appear in reverse on the other side of the KitTag as the stitching goes through the webbing fabric.

Printing

As standard we use dark blue vinyl. The vinyl can be washed to 40⁰.  We’ve printed around 1,500 KitTags in six years and have less 0.5% returns for lettering coming off. For other other colours, see the Product pages, we offer Neon Yellow, Reflective and Luminous.

Do the ends fray?

The end of the nylon webbing is cut and sealed with a heat cutter so it won’t fray on its own. There is a chance that the end will ‘break’ if the KitTag is bent in half along its length. To reseal simply hold it over a flame briefly to re-seal it. 

Pricing & Payment

Do your prices include VAT?
Yes, all prices are inclusive of VAT.

Is it safe to use my credit card online?
We use PayPal’s payment gateway, this does not require you to have a PayPal account, any credit card can be used. If you don’t have a PayPal account you can follow the instructions here to use your debit/credit card. We do not store your credit card information on our servers, providing an additional layer of security.

We can send you a link for payment if you’d prefer it

When will I be charged?
You will be charged upon placing your order.

What happens once I’ve ordered?

What happens after I place an order?
Once you have submitted your order, we will review your order and if we have any questions, we will contact you. Orders are collated on Sunday night and we will endevour to despatch them within two weeks of the Monday following your order. If you require them sooner please let us know, we will endeavour to assist.

How do I place an order online?
Placing an online order is very easy. Just follow these simple steps:

1. Select your product.
2. Insert the customisation you want, follow the instructions and ensure you click SAVE after inserting the characters. Please note the maximum characters for Embroidered is 6 and for printing is 8.
3. Proceed to the checkout where you will enter your personal and payment information, review your order, and then submit your order.

Do you offer a discount for large quantity orders?

Unless there is a discount already involved, please contact us for details. In normal events there is a discount applied for orders over £40, excluding postage.

Postage

We use Royal Mail Large Letter, always obtaining a Certificate of Posting. You’ll receive an email notification once your order is shipped.

Who do I contact if my order is wrong or there are missing items?
Please contact us if there are issues with your order, we will do our best to rectify the situation. 

Who do I contact if my order is damaged?
Please contact us if there are issues with your order, we will do our best to rectify the situation.

What is your return policy?
We regret that we are unable to offer refunds on items that have been personalised and, because of this, we take great care to ensure the accuracy of each order before commencing work. If an error is made by KitTags, we will promptly correct or replace the items at no cost to you, or you may choose to keep the order as is and receive a refund or credit note for a portion of the original price paid.

How to I update or change my order?
If you need to make any changes to your order after it has been submitted, please contact us by the Saturday after you placed the order.

Can I order by phone?
We prefer that orders are placed on the website to ensure we have all your details.

Can I cancel my order?
If, for any reason, you need to cancel your order please let us know by the Sunday after you place your order. 

Are all prices listed in pounds sterling?
Yes, all prices are listed and charged in pounds sterling.  If you are ordering from abroad, please contact us. 

Registering an Account

We do ask you to provide registration details at time of ordering as these are used to confirm orders and proofs and provide shipping and billing addresses. While you do not need to register as an ongoing user with KitTags, if you do register a user name and password, your details are securely kept with us to enable faster orders with subsequent purchases. Please note that we do not keep credit card details from our online registration and purchase process.

How do I register?
Our registration page appears once you have selected one or more products and are proceeding to the checkout pages.

I have forgotten my password. What do I do?
Please go to the login page and click on ‘forgot password’. You will then be sent an email with a password reset link. If you need further assistance, don't hesitate to contact us.

How do I update my mailing or email address? 

Select ‘Sign In’ at the top right of your screen, login to your account and use the menu there.

What is the difference between my shipping and billing addresses?
The billing address is the registered address that your credit card company sends your monthly statements to while the shipping address is the actual location our products are shipped to.

Customer Service

When can I reach someone regarding my order?
You can ring us on +44 (0)7711 069661 Monday-Saturday 9am-5pm GMT. Out of hours please leave a message on our voicemail and we will get back to you as soon as possible.

What is your email address?
Our email address is info@kittags.co.uk please use this to contact us about your order.

What is your mailing address?
Our mailing address is:
Barleyfields, Poulshot, Devizes, Wiltshire SN10 1RX

Can you help me with a bespoke order?
Yes, we are happy to work with your ideas to try and give you what you need, including the use of logos.

How do I provide feedback on my shopping experience?
We’ll automatically send you a request for a review after your order is despatched. You don’t have to provide feedback, but it’s always appreciated.