Refund policy

Returns & Refunds Policy

We hope you love your Kettlewell purchase. However, if you are not completely satisfied, you may return eligible items in line with the policy below.

Your Right to Return

You may return items for a refund within:

  • 28 days of receiving your order for full price items
  • 14 days of receiving your order for sale or clearance items

This policy is in addition to your statutory rights under UK and EU consumer law.

We do not currently offer direct exchanges. If you would like a different size, colour, or style, please place a new order and return the original item for a refund.

Return Conditions

Returned items must:

  • Be unworn, unused, and unwashed
  • Be in their original condition with tags attached where possible
  • Be free from makeup, fake tan, deodorant, perfume, body lotion, pet hair, or marks
  • Include proof of purchase

For hygiene reasons, we may refuse returns that are not in a resaleable condition.

Nothing in this policy affects your legal rights if an item is faulty, damaged, or not as described.

How to Return Your Order

UK Returns

Returns within the UK are free and easy. Simply follow the steps below or watch our video guides below.

1. Complete the returns form, which can be found in your parcel (see Fair Use below), indicating the reason for return.

2. To obtain your returns label, please click on the link below and follow the instructions to create your Royal Mail free returns label -http://www.royalmail.com/track-my-return/create/50...

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

Note: Royal Mail will also email you a QR code so if you can't print your label, simply show it on your mobile phone when you drop off your return at the Post Office, and they will print the label for you. Royal Mail also offer a Collection service - they will pick up your parcel from your home at a convenient time for you and bring the label with them.

Click here to start a UK Return

Rest Of World Returns

1. Head to https://web.global-e.com/returns/portal/oQfQ You will need to use the email address you entered when placing your order and your long order number starting with GE. Follow the instructions to obtain your returns label.

2. Print your returns label at a discounted rate (choose the option on the right) and attach to your parcel, covering up the previous postage label.

3. Drop you parcel off at a DHL point or arrange collection of your parcel.

Note: If you choose the pre-paid returns option, the amount will be deducted from your total refund.

Note: Your original Shipping Postage (for orders below the free shipping threshold) will not be refunded.

Click here to start a RoW return

    Refunds

    Once your return has been received and inspected, we will process your refund to your original payment method.

    • We aim to process returns within 21 working days
    • During busy periods, such as sales or Christmas, processing may take slightly longer
    • Your bank or payment provider may take an additional 5 to 10 working days to return funds to your account

    Refunds include the value of the returned item(s). Original delivery charges are non refundable unless required by law.

    Returns Outside of Our Policy

    Items returned outside of our stated returns periods, or items that do not meet our returns conditions, may not be accepted for a refund.

    Where a return is rejected, we can arrange for the item(s) to be sent back to you. In these circumstances, the cost of returning the item(s) will be the responsibility of the customer and must be paid before the parcel is dispatched.

    This does not affect your statutory rights in relation to faulty, damaged, or incorrectly supplied items.

    Faulty or Incorrect Items

    If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible at:

    Please include your order number and photographs where possible so we can resolve the issue quickly.

    Fair Use Policy

    We offer a flexible returns policy to help customers shop with confidence. However, we monitor return activity and reserve the right to restrict or deactivate accounts where we identify unusual or excessive return behaviour, including repeated large volume returns.

    This does not affect your statutory consumer rights.

    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.

    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.

    Need Help?

    For further information, please visit our Returns FAQ page or contact our Customer Services team at: sales@kettlewellcolours.com

     

    UK Returns Process Video Guides

    Click here to obtain your returns label

    Click here to arrange for Royal Mail to collect your parcel