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.
You may return your order for a refund. We are not able to offer exchanges, and you will need to place a new order for the item/s you would like.
Once we receive your goods, we aim to process all returns within 21 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 resaleable condition.
Extended Returns Period for Christmas Orders
We extend our returns policy during the Christmas period for all orders up to and including 24th December, to ensure that any unwanted gifts can be returned after Christmas. We ask that any gifts be returned to us by the 31st of January in their original packaging and unworn for a refund.
HOW TO RETURN AN ORDER
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.
Please remove all makeup, deodorants, and body lotions before trying on garments. We are unable to accept returned items that are not in a resaleable condition. If at any point you experience any issues with or have any questions about your return, please do not hesitate to email us at [email protected]
- Complete the returns 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 a discount must be returned within 14 days of receipt to qualify for a full refund.
- Please visit our returns portal at https://kettlewell.ocsreturns.co.uk/ to obtain a returns label. Enter your order information and details about the items you are returning.
- Print your label and attach it to the parcel (not forgetting to include your returns form in the parcel)
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 deactivate the associated account.
RETURNS FAQs
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 29 January in their original packaging and unworn for either a refund or exchange.
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.
Can I return a sale item?
Yes, sale items can be returned for refund. We would appreciate it if you can return your sale item within 14 days. Please see our returns policy.
If an item is faulty, who should I contact?
We are very sorry for the inconvenience caused. Please contact our Customer Service Department by emailing; [email protected]
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 after Christmas. We ask that any gifts are returned to us by the end of January in their original packaging and unworn for either a refund.
Do I have to pay to return my goods?
We cover the cost of returns within the US.
How long will it take for you to process my return?
We aim to process your return within seven days of receipt; however, in very busy periods this can take up to 14 days. Please be aware though, that your bank may take a further 7 days to show the transaction in your account, therefore we ask that you allow 21 days from the date we receive your return for the refund to appear.
How can I track my return??
Take the Waybill number printed on your label and enter it into the DHL website for tracking. Tracking - DHL - United Kingdom.