RETURNS
US returns are free unless stated on the product, subject to our terms and conditions.
Refunds will be processed on arrival back into our UK warehouse.
Please note we have two options below to return your order. For orders placed before the 27th August, please use the first link. For orders on or after 27th August please use the second link.
HOW TO RETURN AN ORDER
For any orders placed before 27/08/25 please use the returns portal on the link below:
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://www.ocsworldwide.co.uk/returns/kettlewell 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)
HOW TO RETURN AN ORDER
For orders placed on or after 27/08/25 please use our new returns portal:
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.