Delivery & Returns
Delivery within UK
FREE UK DELIVERY - Orders Over £150.
Orders under £150 will be charged a flat fee of £4.50.
Orders totalling £150 or more will be sent free of charge. Deliveries are sent via Royal Mail on a tracked service for delivery service.
We aim to dispatch all orders same day, and they usually arrive within 1-3 business days of order placement.
NEXT DAY Delivery
A next day UK delivery service (Monday to Friday only) is available to UK mainland* addresses for £6.50. Next Day orders must be received by 2:00pm and will be delivered the next working day.
Next Day delivery orders placed over the weekend will be processed on the next working day. (NB. Next Day service does not deliver on Bank Holidays - the earliest you will receive your order is Tuesday).
Please note, Next Day delivery service requires someone to be present in order to sign for your parcel.
* Unfortunately, we cannot offer Next Day or Saturday delivery to customers living in the Channel Islands, Isle of Man, Isle of White, Isle of Sheppey, Northern Ireland and the Scottish Highlands. Please therefore allow at least 2 days for your parcels to arrive
Delivery
+ Since the 1st January 2021, if your order is being delivered to any EU country, it may be liable for Custom Duty and Local Taxes. These fees are the responsibility of the purchaser and are non-refundable.
+ You will pay any additional fees directly to the carrier. + Orders with multiple items may be dispatched in separate parcels. You will only be charged one delivery fee; however, duties and taxes are charged upon delivery of each item.
+ Failure to pay this additional duty or tax will result in your parcel being returned to us.
+ Please speak to your local Customs Office if you have any queries regarding this.
REST OF WORLD
International costs & delivery
Shipping times are dependent on location and will be calculated at checkout.
For delivery times, a tracking reference will be emailed once your order is dispatched.
** We cannot guarantee that your shipment won't be delayed with your local Customs Office. Please also note that the recipient is solely responsible for payment of any tax, customs/brokerage fees or import duties, if any. **
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RETURNS POLICY
KIT LONDON has a 28 days return policy. KIT LONDON has an easy ONLINE Returns procedure. All goods must be returned referencing the Order number and email/phone number used for the original purchase*. We recommend that you send the parcel using the delivery service that our Returns Portal offers. We cannot refund return items lost in the post.
* Both the packaging and the items themselves must remain intact, unworn and unwashed. We cannot refund or exchange items where tickets or tags have been removed. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.
For Return:
1. Simply click here to begin. Have your Order Number and email address/ phone number used for the purchase to hand.
2. Follow the instructions and select the items you want to return.
3. You will get a confirmation email with the shipping guidelines once the return request is approved.
If you need assistance please contact us at help@kit-london.com
All packages will be returned to: C/O KIT LONDON, Charles Kendall Freight, Unit 2 Alpha Park, School Close, Chandlers Ford, Southampton, Hampshire, SO53 4BX.
Non-returnable items
Earrings jewellery is non-refundable due to hygiene reasons.
EXCHANGES
Exchanges only applies for the same item purchased in a different size or colour. Your exchange item will be send to you as soon as we receive it back from you.
Please follow the online returns procedure here to return the exchange item and to request a different size/colour. If the new size/colour is unavailable we will refund your order and email to inform you.
Have your Order Number and email address/phone number used for the purchase to hand.
MISSING ITEMS
Part of order is missing: regrettably mistakes can happen. If you have received your order and an item is missing, please first check your dispatch note for any indication that the item is being dispatched separately. If there is no indication on the dispatch note about your missing item, please email help@kit-london.com within 5 working days of receiving your parcel. Unfortunately, due to insurance & carrier restrictions we will be unable to assist if you do not contact us within that time period.
Faulty or incorrect items sent from within the U.K.
If the item you received is faulty or not what you originally ordered, please complete your return form and return to the address above. Due to technical processes used, it is imperative that each individual garment’s washing instructions are adhered to exactly as stated on the care label. Each garment is wash-tested thoroughly and quality-checked on each production batch prior to leaving the supplier. We cannot accept returns that have been soiled, torn or damaged due to incorrect washing or use.
Return postage charges are non-refundable unless your order was faulty or incorrect.
INTERNATIONAL RETURNS AND EXCHANGES
International Return* postage If you are returning a non-faulty item, then the cost of returning the item to us is your responsibility. Please note the item is your responsibility until it reaches us; for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
We cannot refund returned items lost in the post. Please contact our customer service team by email at help@kit-london.com to book in the faulty/incorrect return.
If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains “returned goods” or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our clothes.
* Includes Northern Ireland and Channel Islands.
Faulty or incorrect items sent from outside the U.K
If you think the item you received is faulty or incorrect, please contact our customer service team by email at help@kit-london.com to book in the faulty/ incorrect return. We will then advise and assist you with the return.
Please include as many details as possible about the fault. Please feel free to email us if you need any further information: help@kit-london.com
REFUND
Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If the return is approved, we will initiate a refund to your credit card or original payment method. You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
