returns
Returns Policy
Whilst we hope that you love your new colours, if for any reason you would like to return your Kettlewell order, you can send it back to us in its original condition within 28 days. Sale/clearance items must be returned within 14 days.
Please note: We extend our returns policy during the Christmas period to ensure that any unwanted gifts can be returned or exchanged after Christmas. We ask that any gifts are returned to us by the 31st of January in their original packaging and unworn for either a refund or exchange.
You may return your order for either an exchange or refund.
Exchanges do not have to be for the same item or value. Any additional monies for your exchanged goods will automatically be credited/debited via your original payment method.
Having received your goods, we aim to process all returns within 14 working days, although at very busy times (like Christmas or a sale period) there are occasional delays. It may take an additional 5-10 working days for a refund to appear in your account - this period is out of our control. Typically, this process is faster.
Please remove all make-up, deodorants and body lotions before trying on garments. We are unable to accept returned items which are not in a re-saleable condition.
Please note: we cannot refund the postage charge paid with the initial order.
UK Returns
Returns & Exchanges within the UK are free and easy. Simply:
1. Complete the returns form, which can be found in your parcel (see Fair Use below), indicating the reason for return and whether you would like a refund or exchange.
2. Attach the enclosed Freepost Returns Label to your parcel, covering up the previous postage label. If you need a new returns label, please click on the link below and follow the instructions to create your Royal Mail free returns label -
http://www.royalmail.com/track-my-return/create/5040
3. Take to your nearest Post Office and obtain a ‘proof of postage’ certificate.
EU & Rest of World Returns
1. Head to https://web.global-e.com/returns/portal/oQfQ. You will need to use the email address you entered when placing your order and your long order number starting with GE. Follow the instructions to obtain your returns label.
2. Print your returns label at a discounted rate (choose the option on the right) and attach to your parcel, covering up the previous postage label.
3. Drop you parcel off at a DHL point or arrange collection of your parcel.
Note: If you choose the pre-paid returns option, the amount will be deducted from your total refund.
Note: Your original Shipping Postage (for orders below the free shipping threshold) will not be refunded.
Information for customers in the US
We recommend you move to our American website to take advantage of best shipping costs and exchange rates: www.kettlewellcolours.com
We currently dispatch your parcel from our warehouse via Royal Mail; this is then passed to USPS. You can track your parcel using your tracking number provided for you here.
We are aware of ongoing issues with USPS and our team is working hard to find a more efficient solution, whilst remaining cost effective for all parties.
Packages and parcels from the US are subject to import regulations which can cost money as they enter the country.
Due to Covid-19 we have been experiencing delays when items reach customs, both entering and exiting the US. For that reason, deliveries and returns may take a little longer than normal.
Fair use
As an online business, we expect a certain percentage of orders to be returned. If we notice a pattern of returns that is out of the ordinary (e.g. a customer is placing a large number of orders over a period of time, and then returning everything or almost everything) we reserve the right to remove the pre-paid returns label from future orders or deactivate the associated account.
Faulty Goods
In the rare and unfortunate event of your Kettlewell product being faulty, please accept our apologies, and contact us so that we can advise you. Please note we do not accept faulty items back after six months from date of purchase.
Changing or cancelling your order
Under the UK Consumer Contracts (Distance Selling) Regulations June 2014, you have the right to cancel your order within 14 working days from the day after the day of receipt of the goods without giving a reason. To cancel your order, please call us on 01460 279800. If your order has been dispatched we will be unable to process a refund until we receive the parcel back.
Once you have confirmed your order we are unable to amend it.
Returning orders with a discount applied
Orders placed using an offer code may be returned within 28 days for a full refund or exchange. Where an offer code has been applied to the original purchase, this code may be reapplied to exchanges up to 28 days from the expiry date of the offer code. Any further exchanges will be made at full price unless a valid offer code is available for use.
PayPal refunds
If you paid through PayPal but used your debit or credit card, your refund will go back into that card's account, this usually takes between 3-5 working days, but can take anywhere up to 30 days. If you paid using your bank account, or PayPal balance, your refund will come back to your PayPal balance. Please make sure your PayPal details are kept up to date to avoid any issues.
