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Returns Policy

Please note: Current Covid restrictions (all our parcels are quarantined for 72 hours) mean that refunds are currently taking slightly longer to be processed. You can track your returns using the tracking number provided. If you have any concerns, please contact us.

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.

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 contact us.

3. Take to your nearest Post Office and obtain a ‘proof of postage’ certificate.


EU & Rest of World Returns

If you are in one of the qualifying countries simply:

1. Complete the returns form, which can be found in your parcel, indicating the reason for return and whether you would like a refund or exchange.

2. Go to www.kettlewellcolours.intelligentreturns.net and log in. You will need to use the email address you entered when placing your order and your order number. Follow the instructions to obtain your returns label.

3. Print your returns label and attach to your parcel, covering up the previous postage label.

You will be given a cost for returning your goods in your local currency.

If required, our EORI Number is GB838580885000

Customers in the following countries can create a returns label (at their own cost) through the intelligent returns portal.

Australia, Austria, Belgium, Canada, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, New Zealand, Poland, Portugal, Spain, Sweden, United States

For all other countries, please refer to your local postal or courier services and return the parcel to:

Kettlewell Colours
Unit A, Goldenhaye Industrial Estate
Cricket St Thomas
Somerset
TA20 4BN

UNITED KINGDOM


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.