How long do I get to return items and how do I go about this?
If, for any reason, you would like to return your Kettlewell order or part thereof, you can send it back to us in its original condition with proof of purchase within 28 days for a full refund or exchange.
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.
Click here to see our Returns Policy.
If I paid by PayPal, how do I get a refund?
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.
Can I return a Christmas present?
Yes, we extend our returns policy to ensure that any unwanted gifts can be returned or exchanged after Christmas. We ask that any gifts are returned to us by mid-January in their original packaging and unworn for either a refund or exchange.
Can I return a sale item?
Yes, sale items can be returned for refund or exchange. We would appreciate it if you can return your sale item within 14 days. Please see our returns and exchange policy.
If an item is faulty who should I contact?
We are very sorry for the inconvenience caused. Please contact our Customer Service Department on +44 (0)1460 279800 or email firstname.lastname@example.org .
If I purchase an item for a gift, can I (or the recipient) still return it?
Yes, but our normal Returns Policy would still apply. If for some reason you/they would like to return something outside the Returns Policy, please contact our Customer Services Department and we will suggest the alternatives available to you. Please provide details of the original purchaser in order to help us process the return.
I received a Kettlewell item as a present. Can I return it?
You may return an unwanted gift to us for an exchange. We would request details of the original purchaser. In the case of a request for a refund, this would made to the purchaser’s original method of purchase.
Do I have to pay to return goods?
No, we cover the cost of returns within the UK. You will have to pay to return your goods if you are doing so outside of the UK.
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 eg 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 deactivate the associated account.