We have been made aware that packages being shipped to the US are being delayed through customs. Items coming in to the US could be held for up to 30 days, especially through New York. We are sorry for any inconvenience, but please do remember that the returns period has now been extended up to 3 months. Please click here for updates on the current status of the Royal Mail service to the US.
Delivery is subject to stock availability and credit card authorisation and a signature may be required on receipt. We will only charge one lot of postage per order - however many parcels it involves.
US Delivery Costs
US standard delivery: $20
Free delivery on all US orders over $100 (Not available during Sale periods)
You should allow between 5-10 working days for delivery from the time of placing the order. The delivery period stated within which you will receive your order is approximate. During sale periods this might take longer. Goods will be sent to the address given by you in your order. If you are ordering more than one item, your goods may be sent to you in instalments if certain items are out of stock.
All local taxes are the responsibility of the customer These include all import taxes. Overseas orders will in most instances be sent via Royal Mail Tracked.
Returns & Exchanges Policy
If, for any reason, you would like to return your Kettlewell order, you can send it back to us in its original condition with your returns form 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.
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.
How do I exchange my order?
- You have a returns form which is on the right hand side of your dispatch note, start by putting the items you are returning in the style no. column.
- Please put which items you would like instead, it does not need to be the same as the item you are returning or for the same amount.
- If there is any difference in monies for your exchanged goods we will credit/debit you via your original payment method, you will not be contacted unless there is a problem.
- There is no postage on items going back out to you on an exchange.
- Follow the points below to return the parcel to us.
How do I return my order?
1. Complete the returns & exchanges form in your parcel and enclose it with your item(s) within 28 days of receipt. Please use the reason codes on the form to let us know why you are returning your item. During sale periods items purchased at discount must be returned within 14 days of receipt to qualify for a full refund.
2. Please visit our returns portal at https://kettlewellcolours.intelligentreturns.net to obtain a returns label. Log in using the email address you used when placing your order and your order number.
3. Print your labels and attach to the parcel (not forgetting to include your returns form in the parcel)
We will deliver exchanges to your original delivery address. If this has changed, please let us know.
In the rare and unfortunate event of your Kettlewell product being faulty, please accept our apologies, and contact Customer Services on firstname.lastname@example.org with any questions. Please note we do not accept faulty items back after 6 months from date of purchase.
Changing or Cancelling your Order:
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can, as orders move rapidly through to our warehouse. We will try our best to make any changes, but we cannot make any guarantees, as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the normal Returns procedures