Oh dear, what a saga you're opening up there Anso....
I love Kipling Bags & did order online from them in last year's summer sale when it was 50% off. I bought five bags & they took my money instantly, but then took FOREVER to send the bags. By forever I mean weeks to do anything at all other than take my money even though the website at the time said items would be despatched in a matter of days. I emailed them, lots, but apart from getting automatic acknowledgement emails they ignored me completely. I tried to call them, but this is when I noticed that there was no 'phone number for the online shop anywhere. In despair I called different Kipling numbers on the website & got through to a nice lady responsible for the Kipling brand in the UK. She couldn't help as the online shop is completely separate & she had no access to their system, but did give me the number for the lady who ran the online shop in Belgium. I 'phoned this several times over several days, but only ever got an answer 'phone message & she never replied to my messages either by email or calling back. I was at the stage of taking action through my credit card company frankly. As one last step I 'phoned the UK Kipling lady back & she agreed to call the Belgian lady on my behalf & get back to me. Finally she called back & explained the online shop was very busy with the sale, but my bags would be despatched in the next few days.... I was so tempted to cancel, but I really wanted the bags & I'd already waited a month. The order did finally arrive, but one bag short. They had refunded me for that bag when they'd sent the parcel though & by this time I was sick of dealing with them so I just let it slide.
What had me alarmed the whole way through was that they'd taken money with no intention of sending me anything any time soon & were to all intents & purposes completely unreachable to any enquiries. I got fantastic bargains, but feel like I paid with them in blood, sweat & tears. I would hope that their delivery times & customer service are better when it's not a sale time, but needless to say I haven't ordered from them since!
Mine is just one experience though. I can't swear that I'll never ever be tempted to order again if they do 50% off in the future, but I hope I'd manage to resist for the sake of my sanity. I certainly would never consider buying direct from them again under any other circumstances.
Sorry for the long post, but you did ask!