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Help & FAQs

Select a question below, or search the FAQs to find answers to some of our most commonly asked questions. Or contact us if you have a specific question.

Where is my order?

Please follow the tracking link in your order confirmation email to receive an update on your order.

What does a set mean?

A set is one top and one pair of trousers.

The Kara bulk order discount applies to the number of sets you purchase, not the number of individual items.

What team order discounts do you offer?

If you are ordering 5-10 sets there’s a 10% discount.

If you order 11-20 sets you get a 15% discount.

If your order is for 21 or more sets, you benefit from 20% discount.

A set is one top and one pair of trousers. Our bulk order discount applies to the number of sets you purchase, not the number of individual items.

How do I update my order?

Please get in touch with our Customer Services team to make any amendments to your order. The team are available from Monday to Friday, 8:45am to 5pm.

How do I apply a group order discount?

Please get in touch with our Customer Services team if you would like to place a bulk order. We will be very happy to arrange the order and your bulk order discount.

Find out more about group order discounts.

What happens if I don’t return my sample pack?

If a sample pack is not returned after 2 weeks and we have no confirmation from you that the pack will be returned soon, the customer is liable to pay a £250 no-return fee.

I'm ready to return my sample pack

Please get in touch with our Customer Services team to organise your courier collection. Please note, we only offer courier collection once. If you miss your courier pickup day and time, or if the sample pack isn’t ready to be collected when the courier arrives and the collection can’t be completed, you will have to return this at your own cost instead.

How long do I get to try the samples on?

You and your team have two weeks to try on the samples. After that, we’ll send a courier out to come and collect them from you.

How much does the sample pack cost?

The sample pack costs between £20 and £30 depending on whether you want a female, male or mixed pack.

What is a sample pack?

We offer a sample service for teams of 3 or more. From the sample pack page, select one or multiple of the sample pack options which cover different ranges and genders. We will send a sample pack to your practice and you have 2 weeks in which to try the samples and size up the team, after which we’ll send out a courier to come and collect your sample pack from you.

Where can I find my order history?

Please log in to our website using the email address you used to register. If you’ve forgotten your password you can reset it here.

I received the wrong product

Please get in touch with our Customer Services team who will be very helpful and happy to sort it out for you. The team are available from Monday to Friday, 8:45am to 5pm.

What's the four step process for ordering a sample pack?

  1. Order the sample pack online – The cost of the sample pack covers the courier drop-off and pick-up deliveries.
  2. We send you the sample pack – It includes a variety of styles, sizes and colours from the range you have chosen.
  3. Try the samples on – Try on the different styles and sizes to make sure everyone finds the right fit.
  4. Return samples & place order – Within 14 days, book the courier pick-up to send the sample pack back to us. Place your order online or over the phone.

What does a set mean?

A set is one top and one pair of trousers.

The Kara bulk order discount applies to the number of sets you purchase, not the number of individual items.

What team order discounts do you offer?

If you are ordering 5-10 sets there’s a 10% discount.

If you order 11-20 sets you get a 15% discount.

If your order is for 21 or more sets, you benefit from 20% discount.

A set is one top and one pair of trousers. Our bulk order discount applies to the number of sets you purchase, not the number of individual items.

If I don't return the sample pack, is there a fee?

Yes, you will be invoiced for the £200 late fee if you have not organised the return of the sample pack within 14 days of receiving it.

How do I update my order?

Please get in touch with our Customer Services team to make any amendments to your order. The team are available from Monday to Friday, 8:45am to 5pm.

I'm ready to return my sample pack

Please get in touch with our Customer Services team to organise your courier collection. Please note, we only offer courier collection once. If you miss your courier pickup day and time, or if the sample pack isn’t ready to be collected when the courier arrives and the collection can’t be completed, you will have to return this at your own cost instead.

How long do I get to try the samples on?

You and your team have two weeks to try on the samples. After that, we’ll send a courier out to come and collect them from you.

How much does the sample pack cost?

The sample pack costs between £20 and £30 depending on whether you want a female, male or mixed pack.

What is a sample pack?

We offer a sample service for teams of 3 or more. From the sample pack page, select one or multiple of the sample pack options which cover different ranges and genders. We will send a sample pack to your practice and you have 2 weeks in which to try the samples and size up the team, after which we’ll send out a courier to come and collect your sample pack from you.

Can I wash any of the scrubs at thermal disinfection temperatures?

Yes, the ranges that are suitable for laundering at thermal disinfection temperatures are the WonderWORK and Basic scrubs.

Can I order Jaanuu items you don't stock?

Yes, that’s ok. To order non-stocked Jaanuu items, you will need to pay for the order upfront via pro-forma payment.

Please note that we do not accept returns for refund or exchange on these items and there is a 6-8 weeks delivery time.

Please get in touch with our Customer Services team for further information.

Can I order a different colour trim?

We do not offer any alterations to the trim colours for orders of fewer than 1,000 items.

If you’d like to order 1,000 items or more, please get in touch with our Customer Services team.

I can't select the size & colour combination I want

The Jaanuu items are stock controlled. If you can’t select the colour & size combination you want, this means it is not currently in stock. Please contact our Customer Services team with the details of what you’d like to order, and we’ll reserve the stock for you.

If you are hoping to order a WonderWink item, the full range of colour & size combinations is available by special order. Please note that this can take 2-3 weeks longer to arrive.

For other items available online, if the colour and size combination you want is not available, this is because it is out of stock. Please select an alternative colour and check the size you are selecting is the right size for you.

What size do I need?

We have three different size guides online: WonderWink, Jaanuu and Basics Scrubs. To find out which size you need for the item you are interested in, simply click the size guide link on the item’s detail page, as shown below:

View size guide

  

Do you offer bigger sizes than advertised?

The Jaanuu range is available in all sizes from XS to XL.

The WonderWink range is very accommodating – there’s a size for everyone!

The Basics range is available online in all sizes from XS to 4XL, however there are larger sizes available by special order. Please contact our Customer Services team to place an order.

Do you sell long or petite leg trousers?

Yes we do. The majority of the WonderWink range is available in multiple leg lengths (except for the Maternity trousers).

In the Jaanuu range, the women’s Moto trousers and the women’s Skinny trousers are available in short, regular and long legs.

By special order, we can also order the following Jaanuu trousers in different leg lengths: Men’s trousers, Pintuck trousers and Jogger trousers. Please note that this type of special order may take up to 8 weeks for delivery.

Are the products true to size?

The Jaanuu, WonderWink and Basics ranges are typically generously sized.

I've had embroidery before, do I pay the set-up fee again?

No, if it’s exactly the same logo as before, then you only pay the set-up fee once per embroidery design.

I've already had embroidery before - can I use the same logo?

Yes. Please get in touch with our Customer Services team to organise this.

How much does embroidery cost?

Simple text embroidery: £4 per garment

Complex logo embroidery: £5 per garment + set-up fee

Both text and logo embroidery: £7.50 per garment (+ logo set-up fee)

Text embroidery on both sides of the chest: £6.50 per garment

Set-up fee for logo embroidery: £29.99 per design

How long does embroidery take?

Simple text embroidery: Add 2-5 additional days to your estimated delivery date.

Logo embroidery: Add 5-10 additional days to your estimated delivery date.

Read also: How long does delivery take

Can I have logos on both sides of my scrubs?

No, we only offer complex logo embroidery onto one side of your scrub top.

If you would like a custom embroidery quote please get in touch with our Customer Services team.

How do I add embroidery on my order?

Please see our Embroidery page for step-by-step instructions explaining how to add embroidery onto your online order.

Can I return embroidered items?

No. We do not accept returns of embroidered items.

Please enter your embroidery details very carefully when ordering, as well as checking the garment sizing and colour before ordering.

My delivery tracking ID isn't working

If your order was shipped today, it can take several hours for the carrier’s website to update. Please check again later.

However if your order was shipped before today, please get in touch with our Customer Services team to ask for help.

How long does delivery take?

UK mainland: Stocked items 1-2 working days
UK mainland: Special order items 10-20 working days

Europe: Stocked items 5-10 working days
Europe: Special order items 15-20 working days

Please note, if you are having your items embroidered then this will delay the delivery whilst the embroidery is being added. For simple text embroidery please add an extra 2-5 days onto the estimated delivery date. If you are having a logo embroidered, please allow an additional 5-10 days on top of the estimated delivery date.

Can you deliver to an address outside of Europe?

Yes, in most cases. Please get in touch with our Customer Services team for a delivery quote.

Can I pay more to have my order delivered more quickly?

No. All non-stocked items are ordered in from the United States for each individual order. Due to this, we can’t guarantee delivery in fewer than 20 working days.

Can I return embroidered items?

No. We do not accept returns of embroidered items.

Please enter your embroidery details very carefully when ordering, as well as checking the garment sizing and colour before ordering.

Can I return an item?

You may return new, undamaged items within 60 days of delivery for a full refund or exchange, excluding delivery costs.

I sent back my item but haven't had a refund yet

You should expect to receive your refund within 2 weeks of giving your package to the return shipper. This includes transit time for us to receive your return, the time it takes to process your return once we receive it, and the time it takes your bank to process our refund request.

Can I exchange for something else?

You may return new, undamaged items within 60 days of delivery for a full refund or exchange, excluding delivery costs.

Do I have to pay for return postage?

We do not pay the return shipping costs unless the return is a result of our error (i.e. you received an incorrect or defective/faulty item). If the error is ours, please let us know the cost of shipping and we will add it to your refund once the item/s have been inspected.

Can you refund to a different account from the one I used to pay?

No, for online payment security reasons, we can only refund into the original payment account.

What address do I send returns to?

Please send your returned items to: Kara c/o Interweave Textiles, Victoria Works, Whitwell Green Lane, Elland, West Yorkshire, HX5 9BJ

Always parcel up the items carefully, ideally in original packaging if possible. Please include a note with your name, email address and order number.

How long do I have to pay an invoice?

All Kara invoices have a 30 day payment deadline.

Why has my payment been declined?

The most common reason a credit card is declined is because the billing address provided doesn’t match the one that your bank has on file. Please double check that you have entered the correct billing address, pay particular attention to entering the accurate postcode.

If this is still not working, please get in touch with our Customer Services team to complete your order.

Can I pay by PayPal?

Yes. Please select the PayPal option at the online checkout.

Do you accept AMEX?

Yes, simply select “Credit/debit card (Stripe)” in the online checkout. Look for the AMEX logo.

Can I pay by invoice?

If you would like to place an order on a credit account with us, please firstly apply for a credit account online. This process takes approx 1-2 working days to set up, once your application has been approved.

If you have any questions about this, please get in touch with our Customer Services team

I have a credit on my account - how do I use this?

Please login to your account and then check out as normal. Your credit should be applied onto your order at the checkout stage.

If you have any queries, please get in touch with our Customer Services team. The team are available from Monday to Friday, 8:45am to 5pm.

Do you offer bulk discounts?

If you are ordering 5-10 sets there’s a 10% discount.

If you order 11-20 sets you get a 15% discount.

If your order is for 21 or more sets, you benefit from 20% discount.

A set is one top and one pair of trousers. The bulk order discount applies to the number of sets you purchase, not the number of individual items.

My discount code isn't working

Please first check that the code is valid. Many codes can only be used once or may have an expiry date.

If the code is valid but not working, please get in touch with our Customer Services team who will be very happy to sort it out for you. The team are available from Monday to Friday, 8:45am to 5pm.

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