You are here: Home page / KLifeShop / Help & FAQs

Help & FAQs

ACCORDION TABLE ​​

My Account

A. We allow anyone to browse our website, but to purchase product(s) you must register your details. To register and create an account we simply ask you to provide your name and email address in the first instance. These personal details will only be used by Kleeneze/K Life to help personalise our website to you and offer you our best deals.
A. Creating an account with Kleeneze/K Life is straightforward. Simply provide your first name, last name and email address or connect with us using Facebook. Please click here to register on Kleeneze.com or click here to register on KLife.co.uk
A. Your username is set to the email address that you provided when registering.
A. If you have forgotten your password, visit the login page and click 'I have forgotten my password'. Enter your registered email address and click the 'SEND PASSWORD' button. We will send you a link which allows you to reset your password.

Placing Orders

A. Our systems begin processing your online order as soon as they are placed, so it is not possible to change or delete orders once they have been placed.
A. You can order products in one of two ways with Kleeneze/KLife - via your local distributor at the doorstep or online at Kleeneze.com or KLife.co.uk. If you order via your local distributor at the doorstep then they will provide you with a paper order form when they leave a catalogue with you. The distributor will pick up your completed order form and accept payment only when they have delivered the item(s) to your door.

Alternatively you can order online here at Kleeenze.com or KLife.co.uk. If you have an existing local distributor then you can connect with this person. If you don’t have an existing local distributor and you want one we can connect you with one, but if you just want to shop direct with us then we can do that too. You can manage your distributor relationship in the My Account section.

We do not take customer orders by phone.
A. We make every effort that our website is safe and secure. We use internet standard encryption technology ("SSL or Secure Socket Layer technology) to encode personal data that you send to us when placing an order through the Kleeneze/K Life websites.

You can make sure that you are in a secure area of the website before submitting any personal data to us in two ways. Firstly, check the web address (also called URL) begins with 'https'. Secondly, you should look for an image of a locked padlock. In recent browsers this is found in or near where the website address is typed. In older browsers it is found at the bottom of the page.

Please note that whilst we take appropriate technical and business measures to safeguard the personal data that you provide to us, no transmission over the Internet can ever be guaranteed to be secure. Consequently, please note that we cannot guarantee the security of any personal data that you transfer over the internet to us.

If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security.
A. We guarantee that all products sold by Kleeneze/KLife are durable and reliable. Should any product you purchase from us prove to be unsatisfactory in use due to defective workmanship or faulty material, within 12 months of the original purchase date, we will replace the item at no extra cost to you upon return of the item. If we are unable to replace the item, we will give a full refund upon return of the item. Your statutory rights are not affected. You must contact us prior to returning any faulty items, providing details of the fault and the original order number.
A. We accept payment by all major debit and credit cards, with the exception of American Express.
A. Yes, after placing your order we will automatically send you a confirmation email to the email address you use to login/register with. This will include a summary of the items you have ordered, the delivery address and the billing details. If you have not received this order confirmation email within 12 hours please check your spam folder. If there is nothing in your spam folder please contact us using our enquiry form.

Delivery

A. We currently deliver to the UK and Republic of Ireland. Within the UK we deliver to Mainland UK, Northern Ireland, Scottish Offshore Islands, the Isle of Man, Channel Islands and Isles of Scilly.
A. We are sorry but we are unable to deliver to BFPO or PO Box addresses.
A. Orders delivered to anywhere in the UK will be charged at £3.95 per order and orders delivered to the Republic of Ireland charged at €4.20. At certain times we may offer free delivery on either individual items or orders. Orders are delivered FREE if you spend £50/€60 or more.
A. We will typically aim to get your product to you within 3-5 working days if delivering to the UK and 4-6 days to the Republic of Ireland. However, items we personalise for you are likely to take longer.
A. We are unable to specify a delivery time for your order. If you are not in when the courier calls they will leave a card with instructions for re-scheduling your delivery.
A. If you are not in when the courier calls they will leave a card with instructions for re-scheduling your delivery.
A. Yes, we provide a facility to track many of the items you order but there are some exceptions within our personalised product range. In your order confirmation email we provide a link called “Track your order” but you can also access this by logging into My Account and clicking into “Where is my order?”
A. No, you can only change your delivery address at the time you place an order. Once you have placed and paid for your order we are unable to amend the address.
A. It is sometimes necessary for us to despatch your order in multiple parcels. The note in your parcel will let you know which item(s) you should have received in that parcel. If you believe some of your items are missing please contact us using our enquiry form.

Returns

A. You can return your item for any reason, at any time within 30 days of receipt, for a full product refund, provided the goods are unused and in their original packaging. Please be advised that there are some exceptions to items you can return.

All personalised items are excluded from our 30 day return period, as is pre-recorded material, software and, where the seal has been broken, fragrances. Mobile phones are also non-returnable if activated. For reasons of health and hygiene, earrings for pierced ears and body bars are also excluded from return. You may only return these items if faulty or damaged.

All products sold by us are guaranteed for a period of 12 months from date of purchase. If your item becomes faulty during this period please contact us for further advice. Our warranty does not cover wear and tear or faults that were pointed out prior to purchase.
A. Please be advised that there are some exceptions to items you can return:
  • Any products that we have personalised for you, unless the product is faulty or the personalisation is not as you instructed.
  • Any pre-recorded material and software, fragrances and cosmetics where the seal has been broken.
  • For reasons of health and hygiene, earrings for pierced ears, body bars, swimwear and lingerie are also excluded. You may only return these items if faulty or damaged.
  • Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
A. Before returning any item we ask that you complete an online returns request form in your My Account. This is so we can better manage your return and make the process easier for you. In this online form there are three steps:
  • Select your order number and date for the item to be returned.
  • Select the product(s) in that order you want to return, state why you want to return them and whether you want a refund or replacement.
  • Add any additional comments.


  • At this point we will then advise you what action to take. Typically, we will either instruct you to return the item. We may ask you to contact our Customer Services team if the item contains liquids, is large in size or was purchased more than 30 days ago.

    When returning an item we ask that you:

  • Complete the online returns request form and print off. This will include the returns address label.
  • Cut off the returns address label and place the remaining returns request form in your parcel with the goods to be returned.
  • Secure the parcel and ensure the address label is now applied to the front of the parcel.
  • Peel off the returns identification label and stick this on the outside of your parcel. This label can be found in the top left corner of your original order despatch contents note. You should place the label in the top left corner of your returns parcel. Please be advised that this is not a free returns label and you will still need to pay postage.


  • For reference our returns address is:

    KLZ Customer Returns
    Marlborough Mill
    Ridgefield Street
    Failsworth
    Manchester
    United Kingdom
    M35 0HJ
A. All necessary refunds will be processed on receipt of the returned items back into our warehouse. Please allow up to 14 working days for any refund to be paid to you. Refunds will be processed back to the card that made the original purchase.
A. We recommend that you return your items via recorded delivery as we cannot be held responsible for returned items that are lost in the post. Please send items with a value in excess of £50 by Royal Mail Special Delivery or other suitable and insured returns providers.
A. The cost of any return postage is the customers’ responsibility and will not be refunded unless the item is defective or the order is incorrect. In these instances you must contact our Customer Services team for further advice, using the customer enquiry from before you return your item.
A. If your order is damaged, faulty or incorrect on arrival then please contact our Customer Services team straight away using the enquiry form.
A. All products sold by us are guaranteed for a period of 12 months from date of purchase. If your item becomes faulty during this period please contact us for further advice using our enquiry form. Our warranty does not cover wear and tear or faults that were pointed out prior to purchase.

Distributors

A. We have a national network of over 10,000 independent distributors who work within their communities. Our distributors traditionally have provided an easier shopping experience on the doorstep by taking your paper order form and then processing, collecting and delivering your order direct to your door.

We have now expanded this unique relationship with our distributors online. You can now shop from an even bigger choice but still enjoy the personal relationship of our distributors.
A. If your distributor has sent you a link we will automatically connect you with your distributor. If not then you will be asked to enter the details of your local distributor when going through the online checkout process.
A. Please complete the Contact Us Form and we will put you in touch with your Distributor
A. If your distributor leaves we will automatically connect you with another distributor. If you would prefer to connect with another distributor or do not want to connect with another distributor and prefer to shop directly with us you can do this in the Change My Distributor section.
A. Many people today are making an income from being a distributor. For some, it’s an extra income but for many it’s now their full-time job. It has never been easier to become a distributor and make a success of it. To find out more visit the Earn Money section of the website.

Security & Privacy

A. We make every effort that our website is safe and secure. We use internet standard encryption technology ("SSL" or "Secure Socket Layer" technology) to encode personal data that you send to us when placing an order through the Kleeneze.com website.

You can make sure that you are in a secure area of the website before submitting any personal data to us in two ways. Firstly, check the web address (also called URL) begins with 'https'. Secondly, you should look for an image of a locked padlock. In recent browsers this is found in or near where the website address is typed. In older browsers it is found at the bottom of the page.

Please note that whilst we take appropriate technical and business measures to safeguard the personal data that you provide to us, no transmission over the Internet can ever be guaranteed to be secure. Consequently, please note that we cannot guarantee the security of any personal data that you transfer over the internet to us.

If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security.
A. When using either of our sites, you will be asked to provide information about yourself. This information is needed to process and deliver the goods you have ordered.

We will ask for your name, e-mail address and postal address. These details will enable us to process your order and contact you in the event of any queries. We will also ask for your telephone number, so that we can contact you urgently in the event of any problem with your order. We may communicate with you by e-mail or telephone.

We may also use the information we hold to notify you of important changes, new services and special offers. You have the right to ask for a copy of the information we hold on you and to have any inaccuracies corrected.

By using our site you consent to the collection, retention and use of this information by ourselves and your Independent Distributor where you have not opted-out of this service.

The information that you provide to your Independent Distributor is only accessible to your Distributor and ourselves - it will not be shared with any other third party.

My Account

Do I have to create an account?
We allow anyone to browse our website, but to purchase product(s) you must register your details. To register and create an account we simply ask you to provide your name and email address in the first instance. These personal details will only be used by Kleeneze / K Life to help personalise our website to you and offer you our best deals.
How do I create an account?

Creating an account with Kleeneze is straightforward. Simply provide your first name, last name and email address or connect with us using Facebook. Please click here to register on Kleeneze.com or click here to register on Klife.co.uk.

What’s my username?

Your username is set to the email address that you provided when registering.

What happens if I have forgotten my password?

If you have forgotten your password, visit the login page and click 'I have forgotten my password'. Enter your registered email address and click the 'SEND PASSWORD' button. We will send you a link which allows you to reset your password. 

Placing Orders

Can I amend or change my order?

Our systems begin processing your online order as soon as they are placed, so it is not possible to change or delete orders once they have been placed.

Can I cancel my order?

In the event that you change your mind and you want to cancel a purchase, you need to notify us within 14 days of receipt of the purchase. After cancellation, we will refund the full price paid including the proportional delivery charge in accordance with the Distance Selling Regulations. Be advised you can only cancel an item if you have not used the item. Any item which has been personalised for you cannot be cancelled as we are unable to resell these items.
 
Our systems begin processing your online orders as soon as they are placed. It is not possible to change or cancel orders once they have been placed. If you wish to cancel any item(s), you will need to wait for Kleeneze/K Life to deliver the item(s). You may then return your item(s) direct to Kleeneze/K Life using our normal returns policy. Please read our returns policy and instructions which is featured in the footer of both of our shops.
 
This does not affect your statutory rights to return products, where we operate a 30 day return policy.

How do I place an order?

You can order products in one of two ways with Kleeneze/K Life - via your local distributor at the doorstep or you online at Kleeneze.com / Klife.co.uk.
 
If you want to order via your local distributor at the doorstep then they will provide you with a paper order form when they leave a catalogue with you. The distributor will pick up your completed order form and accept payment only when they have delivered the item(s) to your door. 
 
Alternatively you can order online here at Kleeneze.com / Klife.co.uk. If you have an existing local distributor then you can connect with this person. If you don’t have an existing local distributor and you want one we can connect you with one, but if you just want to shop direct with us then we can do that too. You can manage your distributor relationship in your account.
 
We do not take customer orders by phone.

Is it safe to enter my personal details online?

We make every effort that our website is safe and secure. We use internet standard encryption technology ("SSL" or "Secure Socket Layer" technology) to encode personal data that you send to us when placing an order through the Kleeneze / K Life website.

You can make sure that you are in a secure area of the website before submitting any personal data to us in two ways. Firstly, check the web address (also called URL) begins with 'https'. Secondly, you should look for an image of a locked padlock. In recent browsers this is found in or near where the website address is typed. In older browsers it is found at the bottom of the page. 
 
Please note that whilst we take appropriate technical and business measures to safeguard the personal data that you provide to us, no transmission over the Internet can ever be guaranteed to be secure.  Consequently, please note that we cannot guarantee the security of any personal data that you transfer over the internet to us.
 
If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security.

What is the warranty period on products?

We guarantee that all products sold by Kleeneze / Klife are guaranteed to be durable and reliable. Should any product you purchase from us prove to be unsatisfactory in use due to defective workmanship or faulty material, within 12 months of the original purchase date, we will replace the item at no extra cost to you upon return of the item. If we are unable to replace the item, we will give a full refund upon return of the item. Your statutory rights are not affected. You must contact us prior to returning any faulty items, providing details of the fault and the original order number.

What payment methods do you accept?

We accept payment by all major debit, credit cards and PayPal with the exception of American Express.

Will I receive confirmation of my order?

Yes, after placing your order we will automatically send you a confirmation email to the email address you use to login/register with. This will include a summary of the items you have ordered, the delivery address and the billing details. If you have not received this order confirmation email within 12 hours please check your spam folder. If there is nothing in your spam folder please contact us using our enquiry form.

Delivery

Where do you deliver to?

We currently deliver to the UK and Republic of Ireland. Within the UK we deliver to Mainland UK, Northern Ireland, Scottish Offshore Islands, the Isle of Man, Channel Islands and Isles of Scilly.

Do you deliver to PO Boxes and BFPO addresses?

We are sorry but we are unable to deliver to BFPO or PO Box addresses.

How much will delivery cost me?

Orders delivered to anywhere in the UK will be charged at £3.95 per order and orders delivered to the Republic of Ireland charged at €4.20. At certain times we may offer free delivery on either individual items or orders. Orders are delivered free if you spend £50 or more!

How long will delivery take?

We will typically aim to get your product to you within 3-5 working days if delivering to the UK and 4-6 days to the Republic of Ireland. However, items we personalise for you are likely to take longer.

What time will my delivery arrive?

We are unable to specify a delivery time for your order.  If you are not in when the courier calls they will leave a card with instructions for re-scheduling your delivery.

What if I am not in when my parcel is delivered?

If you are not in when the courier calls they will leave a card with instructions for scheduling your delivery

Can I track my delivery with the courier?

Yes, we provide a facility to track many of the items you order but there are some exceptions within our personalised product range.

In your order confirmation email we provide a link called “Track your order” but you can also access this by logging into My Account and clicking into “Where is my order?”

Can I change the delivery address?

No, you can only change your delivery address at the time you place an order. Once you have placed and paid for your order, we are unable to amend the address.

I haven't received all of my order

It is sometimes necessary for us to despatch your order in multiple parcels.  The note in your parcel will let you know which item(s) you should have received in that parcel.  If you believe some of your items are missing please contact us using our enquiry form.

Why did my order arrive in separate parcels?

Wherever possible we will despatch your order in one parcel, however there will be occasions when size, weight or volume of items ordered means we are unable to combine them. In these instances we will send your order to you in multiple parcels. The note in each parcel will let you know which item(s) you should have received in that parcel. 

If you believe some items are missing please contact us using our enquiry form.

Returns

How long do I have to return items?

You can return your item for any reason, at any time within 30 days of receipt, for a full product refund, provided the goods are unused and in their original packaging. Please be advised that there are some exceptions to items you can return.  

All personalised items are excluded from our 30 day return period, as is pre-recorded material, software and, where the seal has been broken, fragrances. Mobile phones are also non-returnable if activated. For reasons of health and hygiene, earrings for pierced ears and body bars are also excluded from return. You may only return these items if faulty or damaged.
 
All products sold by us are guaranteed for a period of 12 months from date of purchase. If your item becomes faulty during this period please contact us for further advice.  Our warranty does not cover wear and tear or faults that were pointed out prior to purchase.

Is there anything that I cannot return?

Please be advised that there are some exceptions to items you can return:

  1. Any products that we have personalised for you, unless the product is faulty or the personalisation is not as you instructed.

  2. Any pre-recorded material, software and, where the seal has been broken, fragrances.

  3. For reasons of health and hygiene, earrings for pierced ears and body bars are also excluded from return. You may only return these items if faulty or damaged.

  4. Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.

How do I return an item?

Before returning any item we ask that you complete an online returns request form in your My Account. This is so we can better manage your return and make the process easier for you. In this online form there are three steps:

  1. Select your order number and date for the item to be returned.
  1. Select the product(s) in that order you want to return, state why you want to return them and whether you want a refund or replacement.
  1. Add any additional comments.

At this point we will then advise you what action to take. Typically, we will either instruct you to return the item. We may ask you to contact our Customer Services team if the item contains liquids, is large in size or was purchased more than 30 days ago.
 
When returning an item we ask that you:

  1. Print off our automated returns request form and include it within your parcel. This form is generated by completing the online returns request referred to above and captures the information we need to process your return.

  2. Peel off the returns tracking label and stick this on the outside of your returns parcel. The tracking label can be found in the top left corner of your original order despatch note. You should place the tracking label in the top left corner of your returns parcel. Please be advised that this is not a free returns label and you will still need to pay postage.

  3. Print off our returns address and place it on the outside of your parcel. This address label can be found at the bottom of our returns request form.

Our returns address is:   

Kleeneze Ltd.
Customer Returns
Marlborough Mill
Ridgefield Street
Failsworth
Manchester
United Kingdom
M35 0HJ

How long does it take to process the return?

All necessary refunds will be processed on receipt of the items back into our warehouse. Please allow up to 7 working days for any refund to be paid to you.

Do you refund the delivery charge?

The cost of any return postage is the customers’ responsibility and will not be refunded unless the item is defective or the order is incorrect. In these instances please contact our Customer Services team and ensure you retain your receipt.
 
We recommend that you return your items via recorded delivery as we cannot be held responsible for returned items that are lost in the post. Please send items with a value in excess of £50 by Royal Mail Special Delivery or other suitable and insured returns providers.

What if my order is damaged or incorrect on arrival?

If your order is damaged, faulty or incorrect on arrival then please contact our Customer Services team straight away using the enquiry form.

What do I do if my product becomes faulty?

All products sold by us are guaranteed for a period of 12 months from date of purchase. If your item becomes faulty during this period please contact us for further advice using our enquiry form.  Our warranty does not cover wear and tear or faults that were pointed out prior to purchase.

Distributors

What are the benefits of having a distributor?

Kleeneze has a network of over 10,000 independent distributors who work within their communities. Our distributors traditionally have provided an easier shopping experience on the doorstep by taking your paper order form and then processing, collecting and delivering your order direct to your door.
 
We have now expanded this unique relationship with our distributors online. You can now shop from an even bigger choice but still enjoy the personal relationship of our distributors.

How do I find my distributor online?

If your distributor has sent you a link we will automatically connect you with your distributor. If not then you will be asked to enter the details of your local distributor when going through the online checkout process.

How do I contact my distributor?

At the moment we are still building the online functionality to allow you to contact your distributor directly.

What happens if my distributor leaves Kleeneze?

If your distributor leaves Kleeneze we will automatically connect you with another distributor. If you would prefer to connect with another distributor or do not want to connect with another distributor and prefer to shop directly with Kleeneze you can do this in the Change My Distributor section.

What if I want to change my distributor?

You can change the distributor you are connected to anytime in the Change My Distributor section.

How do I become a distributor?

Many people today are making an income from being a Kleeneze distributor. For some, it’s an extra income but for many it’s now their full-time job. It has never been easier to become a distributor and make a success of it. To find out more visit the Earn Money section of the website.

Security & Privacy

Is it safe to shop online at www.kleeneze.com?

We make every effort that our website is safe and secure. We use internet standard encryption technology ("SSL" or "Secure Socket Layer" technology) to encode personal data that you send to us when placing an order through the Kleeneze.com website.

You can make sure that you are in a secure area of the website before submitting any personal data to us in two ways. Firstly, check the web address (also called URL) begins with 'https'. Secondly, you should look for an image of a locked padlock. In recent browsers this is found in or near where the website address is typed. In older browsers it is found at the bottom of the page. 
 
Please note that whilst we take appropriate technical and business measures to safeguard the personal data that you provide to us, no transmission over the Internet can ever be guaranteed to be secure.  Consequently, please note that we cannot guarantee the security of any personal data that you transfer over the internet to us.
 
If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security.
What will you do with my personal details?

When using Kleeneze.com you will be asked to provide information about yourself. This information is needed to process and deliver the goods you have ordered.
 
We will ask for your name, e-mail address and postal address. These details will enable us to process your order and contact you in the event of any queries. We will also ask for your telephone number, so that we can contact you urgently in the event of any problem with your order. We may communicate with you by e-mail or telephone.
 
We may also use the information we hold to notify you of important changes, new services and special offers. You have the right to ask for a copy of the information we hold on you and to have any inaccuracies corrected.
 
By using our site you consent to the collection, retention and use of this information by Kleeneze and your Independent Kleeneze Distributor, where you have not opted-out of this service.

The information that you provide to your Independent Kleeneze Distributor is only accessible to your Distributor and Kleeneze - it will not be shared with any other third party.

Catalogues